Zappos CEO Tony Hsieh is stepping down after 21 years
I grew up in Brazil, where customer service was bad-to-terrible in 90% of the companies I had to deal with.<p>When I moved to Australia, I thought it would be a lot better. It wasn&#x27;t much different.<p>When I joined a wine subscription startup in 2016 as the technical co-founder, I wasn&#x27;t just building the recommendation engine. I was also helping to pack the boxes at the warehouse.<p>We all got fascinated with Tony&#x27;s book &quot;Delivering Happiness&quot; [1]. As I packed boxes, I listened to the audiobook several times. Then I read it later on again.<p>I&#x27;m still surprised how bad customer service is in most companies. Don&#x27;t talk to me like a robot. Just pretend you&#x27;re messaging a co-worker in plain-friendly-English. And be genuinely interested in solving my issues knowing that you will have higher LTV in the long term if you invest the time and resources to make me happy now.<p>A few years later and our customers are obsessed not just about the wine we recommend. They also write love letters about how happy they are to deal with our customer service team. I&#x27;m still writing code on the other side, but it makes my day to see that part of the business working so well.<p>[1] <a href="https:&#x2F;&#x2F;www.goodreads.com&#x2F;book&#x2F;show&#x2F;6828896-delivering-happiness" rel="nofollow">https:&#x2F;&#x2F;www.goodreads.com&#x2F;book&#x2F;show&#x2F;6828896-delivering-happi...</a>