Zappos built its brand on legendary customer service—empowering employees to make real human connections without scripts or time limits. Under Tony Hsieh’s leadership, the company created a culture-first approach that wowed customers and redefined service in e-commerce. But as Zappos scaled, so did the challenges: high-touch support was expensive, Holacracy confused staff, and automation changed the game. In this episode, we explore how Zappos’ culture shaped its rise, the impact of Amazon’s acquisition, and the lessons businesses can learn about scaling service without losing their soul.