"In The Power of WOW, Zapponians from every part of the business share powerful stories and lessons that they have learned in business and life -- from delivering empathetic customer service in the face of devasting circumstances to creating a self-organized organizational structure using Market Based Dynamics and everything in between"--

Tony's welcome -- Introduction: A higher purpose -- Heart of the service-minded culture -- People power -- Individuality welcomed -- Trust in action -- Beyond profits -- Below the surface -- Navigating changes -- Sharing values -- Driving change -- Early adapters -- Evolution revolution -- Future, now -- Power of Zappos Adaptive -- Afterword