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Culture is

Your Brand

A company’s culture and a company’s brand are really just two sides of the same coin. The brand is just a lagging indicator of the culture.

School of WOW for Leaders

The Key to a Service-Minded Culture

Join Zappos experts at our Downtown Las Vegas campus for a full-day customer service training with an emphasis on seeing Zappos service live and in action! Leaders will explore the ways in which we train our customer service team to build personal emotional connections and provide WOW service through empowerment and ownership.

Watch Intro Video


The Curriculum

Live Phone Calls

Shadow Zappos customer service calls and witness first-hand how our customer service representatives WOW.

Customer Service & Word of Mouth Marketing

Discover how WOW service leads to word of mouth marketing.

Importance of Identifying Your Company's Values

Learn how Zappos' core values help define our approach to service and understand how yours should and can do the same.

Quality Assurance

See how our quality assurance process has changed over the years and take back tips for your organization after hearing some of our successes and failures.

Training for WOW Service

Deep dive into how Zappos trains employees to provide excellent customer service through empathy, connection, empowerment & solutions.

Q&A Sessions

Gain insights directly from Zappos Customer Loyalty Team leaders throughout the workshop.

School of WOW Leaders Highlights

Shadowing Live Customer Service Calls

Listen to live customer phone calls with our Customer Loyalty Team and see how our representatives deliver WOW customer service.

Presentations and Q&A Sessions

Meet leaders from our Customer Loyalty Team and learn some of the ins and outs of creating a service-minded customer service team.

Tour of the Zappos Campus

Take a tour of the Zappos Campus and learn about our history from our beginnings as a small internet startup to our growth into a billion dollar e-commerce retailer.

Breakfast and Lunch

You won't be hungry, we promise! We provide a catered breakfast and lunch for the day.

Did you know that Tony started his entrepreneurial journey with a worm farm business?

Did you know that the record for the longest Zappos customer phone call was 10 hours and 43 minutes?

Q&A Session with

Leaders from our Customer Loyalty Team

In this one-day workshop, you will meet with leaders from Zappos Customer Loyalty Team and learn how Zappos built and scaled our customer service department from a small startup call center to a large 700+ person contact center..


At this time we are unsure when live training events will continue on the Zappos campus. However, if you would like to be added to our notification list, please click the 'notification' button below. We will be sure to notify you once this training has resumed.


School of WOW Leaders


Next Session TBD
Zappos Insights' School of WOW for Leaders at the Zappos Campus in Downtown Las Vegas, Nevada

Join the Notification List




If you are interested in sending 5 or more people, are local, or are a part of a non-profit, education, or military/government sector, please ask about our special rates!

Contact Us


The School of WOW for Leaders Agenda

We are excited to have you join us. We have a jam-packed day filled with learning opportunities and activities to help you on your journey to creating the Customer Service team you've always imagined for your organization.

*Please note, agenda is subject to change.



Check-in, grab some breakfast, and meet the Insights team!

Tour of Zappos HQ

Take a tour of our headquarters and see our unique culture first-hand.

Evolution of Service and Quality

Learn about the evolution of Zappos customer service and our approaches to quality assurance


Learn about the Zappos Customer Loyalty Onboarding program. From our 4-week onboarding program, incubation process, and integrating new hires into their new teams.

Zappos Experience Breakdown

Let’s break down the tips and tricks of customer service basics that can be applied across many industries, and how clear expectations & feedback alongside these basics can help create a great experience for your customers.


Live Call Shadowing

Shadow live customer phone calls with our Customer Loyalty Team.

Choose Your Own Adventure

Continue call shadowing or Q&A’s with various customer service teams.

CLT Leadership Panel Q&A

Meet with leaders from the Customer Loyalty Team and call center operations. Ask any and all questions you have.

Group Activity

We won't spoil the surprise here!

Final Debrief/Depart

A Recap of the day's learnings and depart Zappos!


What People Are Saying

We are passionate about Customer Service and love helping organizations who share the same passion. Here is what School of WOW alumni have to say about the event.

Melissa C.


Rubylyn E.

Nurse Next Door

Paulina L.

Rhythm Systems

Brian K.

ATB Financial

Melissa C.


Rubylyn E.

Nurse Next Door

Paulina L.

Rhythm Systems, Inc

Brian K.

ATB Financial

Culture is


Great culture leads to employee happiness. The same way a toxic culture leads to unhappiness. Happy employees means higher engagement, profitability, and low turnover.

Culture is


Our culture would not be what is it today without the people, past and present. We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day.

Culture is

Being Yourself

I love that I get to be me all day. The culture encourages you to be the same person you are at work as you are at home. I don't have to pretend to be something I'm not, which makes Zappos a comfortable place to be.

Culture is


Every company has a unique culture that's all their own. Just like every person has their own personality, every company has their own culture. Building a culture is a special process that can't be taken lightly. It's the responsibility of every employee to represent and foster culture.

Culture is


Work can be fun! We have 2 annual parties at Zappos. Our Vendor Party where we invite all of our brands to thank them and celebrate our partnership. And, our employee holiday party. Past epic party themes have ranged from Mardi Gras and old-school hip-hop to a Hawaiian luau at a waterpark. Each has had its own twists and tricks to surprise and delight partygoers. This year, we invited our vendors to run away with us to the “Untamed Circus."

Culture is


Your culture doesn't stay the same, it will continue to evolve. Having a defined set of values will serve as your guide to continue your culture's growth and evolution in a positive direction.

Culture is

Not Always Measured

A strong culture means lower employee burnout and therefore, lower turnover. It leads to higher employee engagement and higher profitability. But really, companies should focus on their culture because it matters. Because it's just the right thing to do. To quote Tony Hsieh, "Just because you can’t measure the ROI of something doesn’t mean you shouldn’t do it. What’s the ROI on hugging your mom?"

Culture is

Work-Life Integration

Companies and employees worry about work-life separation or work-life balance. But why? Wouldn't you rather be a company where your employees easily combine their full self into everything they do? Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? It shouldn't be a struggle to find a balance between life and work where you are truly fulfilled and happy.

Culture is


Your vendors have the same objective as you: to sell their product, be successful in their work, and maybe have some fun while doing it. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. By working as a team, by partnering, you are setting the stage for success!

Culture is


Your company has a culture. You may not have "planned" it. You may not like it. Or maybe you love it. But it's there. It is real. You can choose to be thoughtful about your company culture. You can set values and identify the behaviors that you want to be the core of your culture. That part is fairly easy. The hard part, is committing to the values once they are set. Living them.

Culture is

Core Values

Values are more than just words, they're a way of life. They are the foundation of your company culture. We know that companies with a strong culture and a higher purpose perform better in the long run. As we continue to grow, we strive to ensure that our culture remains alive and well.

Culture is

Your Brand

A company’s culture and a company’s brand are really just two sides of the same coin. The brand is just a lagging indicator of the culture.