This is one of the positively "Tony Hsieh" lines that is most memorable in the out-of-the-blue news that hit today that Amazon acquired Zappos. In his email to employees, Tony said:
"Over the next few days, you will probably read headlines that say "Amazon acquires Zappos" or "Zappos sells to Amazon". While those headlines are technically correct, they don't really properly convey the spirit of the transaction. (I personally would prefer the headline "Zappos and Amazon sitting in a tree–")"


As Tony explained to employees, this is a stock transfer deal. But what's most important is the deal behind the deal; which is that Zappos remains who they are. They become better at the blocking and tackling and operational aspects of high volume pick, pack, ship operations, especially as they expand into product lines well beyond shoes. But the core values and the zaniness of Zappos will remain.
Glad to hear it. On this point I stick my neck out to say that I believe in both of these companies' commitment. Here's why:


  1. They both began with a passionate focus on customers.

  2. They both still have leaders on board who think, drink, eat customer happiness.

  3. Bezos knows that messing with what Zappos has achieved in terms of emotional bonds with customers and employees is what they are buying. This is the currency of the brand. He knows not to mess with that. (check out the Bezos' video)

  4. Amazon saw a kindred spirit and asked it to bond with them. Tony characterizes it closer to a marriage/romance with his line above.

  5. Congruence of values will be an important compass in steering decisions.


Thinking of the names Amazon and Zappos sitting in a tree to make each one better sounds okay to me. The potential is great.
Is my antennae up a little bit that Zappos will change? You bet. But do I see this as more positive than negative..a "glass half full" prospect? Yes. Right now, based on just who these companies are and how they've conducted themselves, I'd say at least three-quarters full.
What do all of you think? How did you feel when you read the news? I bet you had an emotional initial reaction...what was it and why?

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ABOUT THE AUTHOR

image of Jeanne Bliss
Jeanne Bliss began her career at Lands’ End where she reported to founder Gary Comer and the company’s executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of the Lands’ End Customer Experience. In addition to Lands’ End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat. Jeanne now runs CustomerBliss (https://www.customerbliss.com), an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude’s Children’s Hospitals, Bombardier Aircraft and many others. Her two best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Her blog is https://www.ccocoach.com She is Co-founder of the Customer Experience Professionals Association. www.cxpa.org