10 questions on customer service and 'delivering happiness

Tony Hsieh (”shay”) has good reason to be smiling lately. He’s the face behind a billion-dollar business. His company has gone through the roof in the decade since it started with his mission to be the leader in customer service and also to sell shoes — lots of shoes. On July 22 of this year, he wrote the employees of Zappos to say, “This is a big day…” The open letter announced that the company...