Tony Hsieh was a dreamer. He believed he could build a customer-oriented yet profitable business.
His book Delivering Happiness inspired countless entrepreneurs.
He founded Zappos—once a paragon of customer centricity and holacracy. Hsieh treated customers like friends and employees like family.
Unfortunately, holacracy and exceptional customer service could only do so much. Zappos hasn’t become an international business. Few companies managed to replicate its experience.
This story is yet another reason not to buy into Silicon Valley fairy tales about dreams and passion.
However, you can make your business more customer-oriented with five simple ideas.
Read more in my fresh newsletter.
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