CXPA Members Reflect on the Legacy of Tony Hsieh

By Gabe Smith, CCXP posted 12-03-2020 10:13 AM

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The world lost a CX visionary last week when former Zappos CEO Tony Hsieh passed away at age 46.

Heartfelt tributes have been posted on social media and in numerous articles from all corners of the globe that showcase the reach and impact of this customer-centric leader. In "The Leadership and Artistry of Tony Hsieh," author Bill Taylor praises Hsieh's innovative spirit: "The point, for those of us who want to learn from Tony’s big ideas, is that breakthrough innovators tend to suffer setbacks as often as they unleash breakthroughs, which is why so few of us have the guts to follow in their paths."

The CXPA community is filled with those who learned from and were inspired by those big ideas. Here are a few of the thoughts they shared on our discussion forum and social media about the legacy of this CX pioneer.

Brian Andrews, CCXP, Sr. CX Principal, Medallia

Tony Hsieh has created a plethora of happiness in this world. Thanks for all your leadership and pioneering efforts!

Kevin Babb, Director, Patient Navigation Center, CommunityCare Health Centers
I learned so much from him about the importance of company culture and it's impact on business outcomes. He believed that if you could get your culture right, then delivering great customer service and building a long-term brand or business would be a natural byproduct.

I'll never forget the time my former team and I visited his corporate office to participate in the Zappos culture training. The training provided us a sneak peek into the Zappos culture and the chance to meet many of the Zapponians that provide their WOW service. I saw first hand their core values at work. In fact, the staff would incorporate them into their questions of other teammates which allowed them to keep them top of mind in their daily activities. Touring their offices, you couldn't help but feel energized and happy.

Tony was an authentic leader that truly led by example. I admire how he embedded customer service into all roles at Zappos and required all employees, no matter their role, to start by completing call center training and taking customer calls for two weeks. I can only imagine the positive impact this would have on CX if more companies followed Tony's lead in this area. The highlight of the tour was seeing Tony and his team's office space. It was located in the middle of the call center floor. No corner office, no walls nor doors. They sat in cubicles just like every other Zapponian. Now that's leading by example.

The world lost an icon this week.

Rajat Chawla, CCXP, CXPA Recognized Training Provider and CEO, Koyopo

For the last 5 years, I could never have a conversation on Customer Experience without the mention of Tony Hsieh. Even yesterday when I heard the news that Tony Hsieh left for the heavenly abode I was with a community of customer-centric professionals. Tony Hsieh former CEO - Zappos was a legend on a Mission to Deliver Happiness. Tony used to say - “When you walk with purpose, you collide with destiny.”

Tony has collided with his destiny while living his purpose.

Anne Cramer, Director, Customer Experience, Delta Dental of California

What a tragic loss. His credo that "happy employees were the conduit to satisfied customers who would return again and again" was ahead of its time.

Ian Golding, CCXP, CXPA Recognized Training Provider and Managing Consultant, CX Consultancy, LTD.

The world has lost a truly visionary, customer-centric, transformational leader.

Ozge Koca, CEO, Happ Consulting Services, Ltd.

Tony was such an inspiration for my work over the last 10 years. I am utterly sad that he is gone so untimely.

One of the things I have been very intrigued by his approach was the way he empowered his employees. He genuinely encouraged them to be authentic, to be themselves. And furthermore, he encouraged them to use their own judgment of the issues at hand. "Be yourself, use your head" he used to say, I heard at a conference in 2013. If you think about how companies want their employees to act in line with company guidelines/competencies, etc, he emphasized the culture and values instead.

So he meant: if you really understand what you are doing, what your purpose is, you can come up with the right solution, I trust you for that.

He added meaning/purpose to the way the whole organization worked. Delivering Happiness was not only a nice to say motto but a solid blueprint for the company.

There was so much to learn from him. I think he changed the customer experience world dramatically.

I am sure his legacy will remain.

Erna Alfred Liousas, CCXP, Strategist and HealthTech Entrepreneur, U*Realized

We've lost an inspirational leader. During my time at American Express, we referenced Tony weekly. He humanized all aspects of his businesses and walked the walk. We will miss him. I hope we can all do our part to incorporate the values he espoused throughout our organizations.

Rebecca Wilson, CCXP, People CX

I think at the heart of it all was Tony's elevation of an authentically human-centric way of operating. Empathy, connection, and empowerment are at the centre of all the ways he worked in both commercial and philanthropic environments. He did what he knew was right with courage of conviction. We can all learn from that.

#2020

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Erna Alfred Liousas, CCXP

12-03-2020 03:09 PM

Thanks for posting Gabe. This is a great post about a great leader.

Scott Kyles, CCXP

12-03-2020 01:35 PM

"He believed that if you could get your culture right, then delivering great customer service and building a long-term brand or business would be a natural byproduct."

Thanks for sharing that truth bomb, Kevin. That wasn't just true for Tony or true for Zappos -- that's really a truth which applies to EVERY business and EVERY organization! #CX #EX #Culture

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