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Zappos ex-CEO Tony Hsieh built his company’s culture around customer service and made sure it survived Amazon’s takeover. Here are the 6 best quotes from his memo announcing the deal

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  • Early Zappos investor and former CEO Tony Hsieh died on Friday.
  • Hsieh raised the bar for customer support whereas working the net shoe vendor, empowering his staff to ship flowers and playing cards to prospects, communicate with them for hours, assist them to order pizzas, and even hand-deliver particularly priceless packages.
  • The Zappos chief offered the corporate to Amazon for $1.2 billion in inventory in 2009, after guaranteeing the transaction would prize the corporate’s tradition and defend its relationships with prospects.
  • Scroll down for six of the most effective quotes from Hsieh’s memo to Zappos workers saying the deal.
  • Visit Business Insider’s homepage for more stories.

Tony Hsieh, an early Zappos investor and the net shoe vendor’s former CEO, died on Friday. He set a brand new customary for customer support, and his memo to staff saying the $1.2 billion all-stock sale of Zappos to Amazon in 2009 is a reminder of the extraordinary firm tradition he nurtured.

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Hsieh famously pushed his staff to go above and past in making prospects completely satisfied. Zappos staff despatched flowers and handwritten playing cards, spent as much as 10 hours chatting to a single caller, researched close by pizza joints for hungry prospects, and even boarded flights to personally deliver packages containing misplaced valuables.

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Amazon CEO Jeff Bezos acknowledged a lot of Zappos’ worth lay in its buyer relationships and tradition, so he agreed to construction its takeover to depart them intact. The transaction echoed Warren Buffett’s method of buying high quality corporations with strong administration and trusting them to carry out with minimal intervention.

“We are inclined to let our many subsidiaries function on their very own, with out our supervising and monitoring them to any diploma,” the billionaire investor and Berkshire Hathaway CEO wrote in his 2009 letter to shareholders.

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Hsieh and his staff insisted on an identical quantity of freedom to guard Zappos’ “particular sauce” and proceed constructing the corporate.

Listed below are Hsieh’s 6 finest quotes from his memo to Zappos workers, evenly edited and condensed for readability:

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1. “I personally would favor the headline ‘Zappos and Amazon sitting in a tree…’ — framing the transaction as nearer to a romantic partnership than a sale. Hsieh in contrast the deal to a wedding, and the trade of inventory to a few opening a joint checking account, in Inc. magazine in 2010.

2. “We realized that they really needed us to proceed to construct the Zappos model and proceed to construct the Zappos tradition in our personal distinctive method. I feel ‘distinctive’ was their method of claiming ‘enjoyable and slightly bizarre.’ :)” 

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3. “Our tradition is the platform that allows us to ship the Zappos expertise to our prospects.”

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4. “Their need is for us to proceed to develop and develop our tradition (and even perhaps slightly little bit of our tradition might rub off on them).”

5. “We’re each very customer-focused corporations  — we simply concentrate on alternative ways of creating our prospects completely satisfied. Amazon focuses on low costs, huge choice, and comfort to make their prospects completely satisfied, whereas Zappos does it by means of growing relationships, creating private emotional connections, and delivering excessive contact (‘WOW’) customer support.”

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6. “We’re not going to be giving the Zappos low cost to Amazon staff, except they bake us cookies and ship them in particular person.”

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