Bruce and Diana travelled to Las Vegas and the headquarters
of Zappos.com to interview the leaders of the online shopping
site's consulting arm, Zappos Insights. Zappos credits its
branding culture of WOW Customer Service as the reason
for its $1 billion dollar success. Jon Wolske is the culture
evangelist for Insights and shares some secrets to help your
The CEO of Zappos, Tony Hsieh, wrote a best-seller about the
Zappos billion-dollar culture called Delivering Happiness.
Jenn Lim helped with the book and now leads a related
company called Delivering Happiness.