It's easy to under-estimate how good the service is at Zappos.<p>I tried them once and discovered I'd ordered the wrong size (totally my fault). The exchange process was amazing - I called the number they included with my package and got through immediately to someone who was very friendly. I had my replacements within 48 hours.<p>Now it's the only place I buy shoes at all - and I tell everyone I know about them as well.
really like how he talked about go to work at his last company and not liking it, not wanting to be there, that an amazing confession from a founder and a huge responsibility.<p>Building a company that doesn't suck has far more to do with people / culture / and fit then free sodas and catered lunched.<p>additionally, he talks about the huge value of WOM and repeat customers which are often overlooked by tech startups where its all about uptime and new features. Love the perspective he brings to the table.