“At Zappos, we believe that if we get the culture right, most of the other stuff, including great customer service, will fall into place on its own. Long term, we want the Zappos brand to be about the very best customer service and the very best customer experience. This book gives readers ideas on how to inspire their employees to deliver the best performance every day— for little or no cost.”

—TONY HSIEH, NEW YORK TIMES BESTSELLING AUTHOR OF DELIVERING HAPPINESS AND CEO OF ZAPPOS.COM, INC.