When Tony Hsieh speaks about entrepreneurship and happiness, you should probably listen, especially when Guy Kawasaki is the one who is doing the interview.
Here is the entire Q & A.
My favorite:
Q: What is the math behind the policy of two-way free and overnight shipping?
A: Our philosophy is to take most of the money we would have spent on paid marketing or paid advertising and instead invest it into the customer experience, and let our customers do the marketing for us through word of mouth. We view the free shipping both ways and surprise upgrades to overnight shipping as our marketing costs.
Reminds me of the following quote from Andy Sernovitz and cartoon from Hugh MacLeod.
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