Tony has shared with me many of the secrets to his success, but one of the most important is the highly respected culture he created at Zappos, a culture that, at its core, relies on trust. “Trust is a fundamental part of a business,” Tony says. “It’s the most important part of getting our work done right. A brand succeeds or fails based on whether or not people trust the company with which they’re about to do business.” That trust works on various levels and includes employees, vendors, and customers. For example, according to Tony, “Organizations can only function at peak capacity if their
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