By the time we first discussed putting Zappos CEO Tony Hsieh on the cover of Business Jet Traveler, I had already been a steady customer of the company for five years and knew all about its astonishing service standards. My best experience with Zappos was when I was a new mother trying to figure out how to fit my 9-month-old for winter boots, which wasn’t easy. I made many phone calls to the company and there were several rounds of expedited free shipping (both ways) as we tried different brands. I came away a more loyal customer than ever.
Then I read Hsieh’s book, Delivering Happiness. It's an inspiring, almost spiritual account of his journey to Zappos, which was not without its challenges. I had heard before about how at age 26 he sold his first business (LinkExchange) for $265 million, but I hadn’t known about the period of self-discovery, soul-searching and true grit that went into building Zappos (which Amazon acquired in 2009 for approximately $1.2 billion). Hseih's success, I believe, comes from a passionate dedication to his core values and beliefs, which he has never allowed to waver no matter how many millions sit on the table.
Jennifer English is the Editorial Director for Business Jet Traveler magazine. Prior to this position she served for three years as the Director of Marketing/ Brand Manager for AIN Publications' complete line of products.
