Haidilao paints an incredible story of success from its humble beginnings as a small hot-pot shop in 1994. Today, it has over 200 outlets in 60 Chinese cities as well as more in Los Angeles, Tokyo, Singapore and Seoul. There are plans to set up many more this year. Revenue is estimated to grow by more than 30 percent to 10 billion yuan ($1.5B). Haidilao’s strong success arguably boils down to its customer-centric and employee-centric philosophy. This paper examines how Haidilao was able to achieve stunning success by applying these two key tenets consistently and coherently across the strategic, political and cultural dimensions of its business – basically at the forefront of everything the company did.