I was really excited to read this book and when I did, I'll admit: I gained a lot of respect for Tony. He seems like a good person and Zappos seems like a phenomenal company.
However, I didn't really gain anything personally or professionally from this book. I run a family business so we don't have employees to build a culture. It's a family that all has the same desire to do good work and treat our customers respectfully, so we already have that down and that was majority of the book.
I was hoping Tony would go into more details, actual emails of his interactions with customers. He did not, and that left me wanting more. In the past, I heard good things Zappos has done for their customers, but I would love to know more about those interactions and how he handles customer service.
In a way, the book felt like a big advertisement to Zappos. Like, "Look how awesome we are at Zappos!" than "How to do so and so".
Still, it was a fairly interesting read, but if you're a small business owner, you might not have much information to take from this.
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