Tony Hsieh, CEO of Zappos, discusses how he co-founded LinkExchange and Venture Frogs before investing in and eventually leading Zappos. He outlines Zappos' focus on customer service through fast shipping, returns, and customer support. Hsieh claims focusing on repeat customers and transparency have led to Zappos' success by increasing average order size and sales over time. He stresses the importance of vision, repeat customers, transparency, and culture in building a brand.