Our feature this week focuses on Zappos.com and its approach to customer service. Zappos.com CEO Tony Hsieh is in a group of frontline CEOs – those unafraid to communicate directly with the public. He speaks at new media events and is active on Twitter. Unsurprisingly, Twitter founders Biz Stone and Evan Williams are two other leaders cited for their openness and communications prowess.
Despite their attention to communications, they tend to respond reflexively to conversations about PR. Hsieh says that ...