For those who are not familiar with Tony Hsieh, at the age of 24 he sold his first internet venture LinkExchange to Microsoft for $265 million in 1999 and in that same year launched today’s biggest online retailer for shoes Zappos.com with the philosophy that people come first. From its beginnings, Zappos focused on the customer experience. When most online retailers were drop shipping goods to reduce costs, Zappos very early on invested in warehouses to improve their delivery time. Moreover, their primary goal was and is still today to offer the best service in the industry by providing free





