The book structure is not clear and the flow is not really smooth. The book keeps going as an endless story, with a lot of deviations from the main stream. Also I felt that most of the reflections – especially the Poker and the parties – are artificial.
Honestly, I did not enjoy reading the book much.
Definitely, Zappos experience is a unique one, having a great corporate culture and customer care are very important toward success, however I believe the book over emphasizes on both as if they are the ultimate factors toward success, or at least the dominant ones.
Finally, I might started with high expectations, from what I heard from friends about this book, but I can claim that what I have learned from this book is definitely minimal.
Ala' Yasin Abuhijleh 