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Sizing Up Success: How Hsieh Found The Shoe That Fit

Article Overview: The son of Taiwanese immigrants, few people expected Hsieh to become a millionaire, let alone before he even turned 30. But that is exactly what Hsieh did. Today, Zappos has become a global leader in online sales. With its 2009 acquisition by Amazon.com, Hsieh’s reach seems to only be expanding. How did he do it?

Sizing Up Success: How Hsieh Found The Shoe That Fit

The son of Taiwanese immigrants, few people expected Hsieh to become a millionaire, let alone before he even turned 30. But that is exactly what Hsieh did. Today, Zappos has become a global leader in online sales. With its 2009 acquisition by Amazon.com, Hsieh's reach seems to only be expanding. How did he do it? Culture: "Have fun," says Hsieh. "The game is a lot more enjoyable when you're trying to do more than just make money." That is why Hsieh continues to put so much emphasis on creating a positive and fun work environment. He wants to look forward to coming to work in the morning, and he wants his employees to feel the same.

Hiring: "I think the biggest lesson I've learned is that there is a lot more hidden talent and potential in your employees than you think," says Hsieh. "It's just about building the right culture and figuring out how to unlock all of that talent, which isn't always an easy thing to figure out." That is why Hsieh uses a series of unique interview questions to make sure he finds people that are not only skilled to work for him, but will also fit in with the Zappos team.

Opportunities: "In a poker room, I could only choose which table I wanted to sit at," says Hsieh. "But in business, I realized that I didn't have to sit at an existing table. I could define my own, or make the one that I was already at even bigger. (Or, just like in a poker room, I could always choose to change tables.)" In poker as in business, Hsieh never stopped looking for opportunities where he could stand out and make a winning.

Perspective: When Hsieh sits down at a poker table, he is not interested in winning that first hand, or even the second. Sure, he might win them regardless, but that is not his goal. Hsieh is interested in the big pot at the end of the game, and he knows that if he is going to take it, he needs to remain focused on only that. Business, like poker, requires adopting a long-term perspective if you are going to succeed.

Service: Ask any of its customers and you will quickly realize that the Zappos brand is synonymous with one thing: service. It might not have all the products you want, but it will get you whatever you order quickly and efficiently. Have any problems? Call them and one of their friendly customer service agents will go out of their way to make sure your Zappos experience finishes on a positive note. It is what sets the company apart from the rest and why customers keep coming back time and again. "The #1 driver of our growth has been through repeat customers and word of mouth," says Hsieh. "We still have financial goals to make, we just choose to invest more in customer service than in paid advertising."

In June 2010, Hsieh released a book about his entrepreneurial pursuits called "Delivering Happiness."

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Article Tags: acquisition, global leader, millionaire, taiwanese immigrants, zappos



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