# Zappos: Tony Hsieh

- Show: [How I Built This](https://hardwarepodcasts.com/podcast/how-i-built-this)
- Published: 2017-01-23
- Length: 28m
- Page: https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh

## Summary

Tony Hsieh, founder of Zappos, explains how he pivoted from selling Link Exchange to Microsoft to investing in and eventually running Zappos, an online shoe retailer. He details the early validation strategy of buying shoes from local stores to test demand and the financial struggle of selling his San Francisco apartments to fund inventory during the dot-com crash. Hsieh emphasizes that Zappos succeeded by defining itself as a customer service company rather than a shoe company, leading to unorthodox decisions like free shipping both ways and a unique, culture-first management style that attracted an acquisition by Amazon while maintaining its distinct identity.

## Chapters

- [0:00](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=0) Introduction: Tony Hsieh and Zappos
- [4:12](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=252) Early Life and Link Exchange with Microsoft
- [10:17](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=617) Venture Frogs and Investing in Zappos
- [13:02](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=782) Bootstrapping Zappos and Selling Apartments
- [18:33](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=1113) Pivoting to Customer Service as the Core Brand
- [20:44](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=1244) Acquisition by Amazon and Maintaining Culture
- [23:15](https://hardwarepodcasts.com/podcast/how-i-built-this/2017-01-23-zappos-tony-hsieh#t=1395) Personal Philosophy and Living in an Airstream

## Topics

- [Starting a product company](https://hardwarepodcasts.com/topic/starting-a-company)
- [Validation & product-market fit](https://hardwarepodcasts.com/topic/validation-and-product-market-fit)
- [Leadership, teams & culture](https://hardwarepodcasts.com/topic/leadership-and-culture)
- [Fundraising & investors](https://hardwarepodcasts.com/topic/fundraising)
- [Growth, exits & acquisitions](https://hardwarepodcasts.com/topic/growth-exits-and-acquisitions)

## Most relevant to

early-stage companies

## Mentioned

- Zappos (company)
- Tony Hsieh (other)
- Link Exchange (company)
- Microsoft (company)
- Oracle (company)
- Venture Frogs (company)
- Nick Swinburn (other)
- Fred Mosler (other)
- Nordstrom (company)
- Amazon (company)
- Endless (company)
- Asics (product)
- U.S. Bank (company)
- Priority Bicycles (company)
- Dave Wiener (other)

## Related episodes from other shows

- [199: Selling a New Product Successfully on Amazon](https://hardwarepodcasts.com/podcast/product-startup/2023-10-28-199-selling-a-new-product-successfully-on-amazon) (Product Startup)
- [Hippy Feet is the coolest company you haven't heard about until now! Michael Mader, CEO](https://hardwarepodcasts.com/podcast/people-of-packaging/2025-11-05-hippy-feet-is-the-coolest-company-you-havent-heard-about-until-now-michael-mader) (People of Packaging)
- [044: Turning customizable jackets into a multi-million dollar business, Elyse Daniels of Exodus Wear](https://hardwarepodcasts.com/podcast/product-startup/2017-03-14-044-turning-customizable-jackets-into-a-multi-million-dollar-business-elyse-dani) (Product Startup)
- [026: Developing Shoes with Removable Heels, Tanya Heath of Tanya Heath Paris](https://hardwarepodcasts.com/podcast/product-startup/2016-11-08-026-developing-shoes-with-removable-heels-tanya-heath-of-tanya-heath-paris) (Product Startup)
- [Investor Spotlight: Ben Zises, SuperAngel.Fund](https://hardwarepodcasts.com/podcast/the-startup-cpg-podcast/2025-10-18-investor-spotlight-ben-zises-superangel-fund) (The Startup CPG Podcast)

## Citing this page

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