{"id":1123,"slug":"zappos","name":"Zappos","type":"organization","created_at":"2026-08-08T04:40:14.885656+00:00","hidden":0,"aliases":[],"episodes":[{"id":"c8e890d7-ed99-40ad-b622-84b7fce62795","slug":"s18e02-everything-is-better-except","subject":"s18e02: Everything is Better, Except...","title":"Everything is Better, Except...","publish_date":"2024-03-12T00:00:00+00:00","year":2024,"month":3,"season":18,"episode":2,"episode_label":"s18e02","canonical_url":"https://newsletter.danhon.com/archive/s18e02-everything-is-better-except/","is_premium":0,"word_count":1663,"context":" … debatable) would be sitting around gushing about Tony Hsieh’s Delivering Happiness, about the <mark>Zappo</mark>’s obsession with, well, it’s in the title. (The <mark>Zappos</mark> story did … ","reading_minutes":8},{"id":"fd9d44a6-29f0-41aa-8477-27f75d54e34d","slug":"episode-one-hundred-and-ninety-six-noticings","subject":"Episode One Hundred and Ninety Six: Noticings; Insecure; No Jobs But What We Make","title":"Noticings; Insecure; No Jobs But What We Make","publish_date":"2015-02-24T00:00:00+00:00","year":2015,"month":2,"season":null,"episode":196,"episode_label":"episode 196","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-ninety-six-noticings/","is_premium":0,"word_count":2087,"context":" … I don't know if my go-to example of <mark>Zappos</mark> does this. It would seem at first glance to go against their customer-service-at-all-costs … ","reading_minutes":10},{"id":"7a7be4db-78bb-43fc-aab7-0aef78708449","slug":"episode-one-hundred-and-twenty-six-solving-the","subject":"Episode One Hundred and Twenty Six: Solving The Problem","title":"Solving The Problem","publish_date":"2014-07-22T00:00:00+00:00","year":2014,"month":7,"season":null,"episode":126,"episode_label":"episode 126","canonical_url":"https://newsletter.danhon.com/archive/episode-one-hundred-and-twenty-six-solving-the/","is_premium":0,"word_count":2889,"context":" … It's always offered us an opportunity to - <mark>Zappos</mark> doesn't have any special sauce in its technology stack, it just has a laser-like focus and presence … ","reading_minutes":14},{"id":"7d3d83de-4005-4e65-b069-9ea58f8c43f9","slug":"episode-seventy-the-book-and-the-library-more","subject":"Episode Seventy: The Book and The Library; More Responsive OS","title":"The Book and The Library; More Responsive OS","publish_date":"2014-04-30T00:00:00+00:00","year":2014,"month":4,"season":null,"episode":70,"episode_label":"episode 70","canonical_url":"https://newsletter.danhon.com/archive/episode-seventy-the-book-and-the-library-more/","is_premium":0,"word_count":3006,"context":" … When we talk about Uber, Amazon, Facebook, <mark>Zappos</mark>, Tesla, Airbnb, etc. we’re talking about hundreds of BILLIONS of dollars of market value that were created overnight by … ","reading_minutes":15},{"id":"ab9d7bfe-95eb-4376-9b10-c65aa494bf35","slug":"episode-fifty-nine-why-is-this-so-hard-dependency","subject":"Episode Fifty Nine: Why Is This So Hard; Dependency; Chief Empathy Officer","title":"Why Is This So Hard; Dependency; Chief Empathy Officer","publish_date":"2014-04-15T00:00:00+00:00","year":2014,"month":4,"season":null,"episode":59,"episode_label":"episode 59","canonical_url":"https://newsletter.danhon.com/archive/episode-fifty-nine-why-is-this-so-hard-dependency/","is_premium":0,"word_count":2360,"context":" … the canonical example is <mark>Zappos</mark> customer support, who're trained to help you find the shoe you're looking for *even if they don't sell it*. Because … ","reading_minutes":12},{"id":"abb16b6a-3fe8-4b14-95e7-1cca5932b21b","slug":"episode-thirty-nine-on-creativity-but-what-is-the","subject":"Episode Thirty Nine: On Creativity; But What Is The User Need; Universal Service","title":"On Creativity; But What Is The User Need; Universal Service","publish_date":"2014-03-18T00:00:00+00:00","year":2014,"month":3,"season":null,"episode":39,"episode_label":"episode 39","canonical_url":"https://newsletter.danhon.com/archive/episode-thirty-nine-on-creativity-but-what-is-the/","is_premium":0,"word_count":3165,"context":" … shoes) that you want if <mark>Zappos</mark> does not stock them. If that's not a bloody-minded, stubborn application of answering the user need, I don't know … ","reading_minutes":16}]}