Tony Hseih is an archetypal American serial internet entrepreneur who has turned Zappos, ostensibly a shoe retail company into a customer service leader. In his book 'Delivering Happiness: A Path to Profits, Passion and Purpose,' he describes his career roots from an American-Chinese background, through secondary school and Harvard, detailing his successes and failures in creating businesses to the point he is at now - leading a successful internet retail company.
Zappos provides a very interesting and relevant learning case on how to develop a service culture in an internet-based service organization. Hseih has developed a service culture at Zappos and a customer service ethos. He has a consistent image and vision which is people-centered.
On the Zappos website, customer service is at the top of the page, not buried at the bottom and talking several clicks to find out how to resolve a problem.
The Youtube videos below show Tony talking about his company and its values. 'Happiness', and the spreading of it, is a key part of his value proposition.
And see how Tony is using Social Media like Twitter.
Zappos has a unique culture and some very interesting human resource practices including an 'unscripted' call center approach (actually even though it is called unscripted there are definite protocols that employees still use), and the company also pays people to leave after a trial period of employment. A number of other interesting approaches are discussed in the book including ways to make the work environment 'fun'.
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