Watch the entire slide show—-

My Tweets about this keynote SXSW presentation—-
@zappos – I’m getting very fired up for your keynote speech #sxsw11:53 AM Mar 14th from web

#sxswi gives very appreciative, humble opening words before the opening by @zappos12:03 PM Mar 14th from web

Tony’s story starts with running a pizza company in college in 95.12:08 PM Mar 14th from web

He then started link exchange and sold it to microsoft in 98. Sold it because culture no longer good.12:09 PM Mar 14th from web

Zappos sells more than shoes, clothes, electronics. But it is really all about being the very best customer service12:11 PM Mar 14th from web

75% sales come from repeat customers12:12 PM Mar 14th from web

Telephone is one of best branding experience – vert engaged for 5-10 min.12:14 PM Mar 14th from web

Customers can return product up to 1 year later12:14 PM Mar 14th from web

Everything that improves the customer experience is seen as marketing expense12:18 PM Mar 14th from web

All about the lifelong relationship with the customer one call at a time. You must wow the customer. Longest call ever was 4 hours.12:19 PM Mar 14th from web

#1 goal of company is great company culture. Training is key. Employee culture books.12:22 PM Mar 14th from web

In 2007, 3% employees took the 2k offer to leave, and only 1% took offer in 2008.12:25 PM Mar 14th from web

There is a twitter class as part of @zappos employee orientation class. Twitter is humanizing.12:27 PM Mar 14th from web

*I really need a cheeseburger. I’m in row 8 in ballroom a #sxswi12:28 PM Mar 14th from web

* Someone tweeted “I really need a cheeseburger” at zappos and ten minutes later someone brought one to their desk.

Zappos brand is customer service so entire company is about that.12:31 PM Mar 14th from web

Customer saya zappos is happiness in a box12:33 PM Mar 14th from web

10 commitable core values12:35 PM Mar 14th from web

Interview question: on a scale of 1-10, how weird are you?12:36 PM Mar 14th from web

How lucky are you?12:38 PM Mar 14th from web

Tony says: you have to walk away from revenue and profit to take your brand to next level12:42 PM Mar 14th from web

Start early in your company about collaborating with employees to come up with core values.12:44 PM Mar 14th from web

Commit to transparency. Twitter.zappos.com, “ask anything” newsletter12:47 PM Mar 14th from web

Vision. – chase the vision, not the money12:50 PM Mar 14th from web

What would you be passionate doing for 10 years without making a dime.12:51 PM Mar 14th from web

Build relationships, not networking. Usually 2 years later, something good happens.12:52 PM Mar 14th from web

If you want to go quickly, go alone. Long term, go slower. Hire slowly, fire quickly.12:54 PM Mar 14th from web

What is your goal in life? We are all seeking happiness12:55 PM Mar 14th from web

Tony interested in the real science of happiness. Very cool.12:56 PM Mar 14th from web

3 types of happiness – rock star, flow, meaning and higher purpose1:00 PM Mar 14th from web

Books- peak, tribal leadership, happiness hypothesis1:01 PM Mar 14th from web

What is your company’s higher purpose?1:02 PM Mar 14th from web

Pepperoni pizza at 3am, zappos rep gives closest 5 places in santa monica.1:07 PM Mar 14th from web

#zappos5 – I need to check it out.1:08 PM Mar 14th from web