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In his first audiobook, Tony Hsieh - the widely-admired CEO of on-line shoe retailer, Zappos, explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors and backers. Using anecdotes and stories from his own experiences and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success. Even better, he shows how creating happiness and record results go hand-in-hand. He starts with the 'Why' in a section where he narrates his quest to understand the science of happiness. Then he runs through the ten Zappos 'Core Values' such as 'Deliver WOW through Service,' 'Create Fun and A Little Weirdness' and 'Build a Positive Team and Family Spirit' and explains how you and your colleagues should come up with your own. Hsieh then details many of the unique practices at Zappos that have made it the success it is today, such as the philosphy of allocating marketing money into the customer experience, thereby allowing repeat customers and word-of-mouth be their true form of marketing. He also explains why Zappos's main priority is company culture and his belief that once you get the culture right, everything else - great customer service, long-term branding - will happen on its own. Finally, Hsieh explains how Zappos employees actually apply the Core Values to improving their lives outside of work - and to making a difference in their communities and the world
- Sales Rank: #1148 in Audible
- Published on: 2010-05-27
- Format: Unabridged
- Original language: English
- Running time: 497 minutes
Amazon.com Review
The visionary CEO of Zappos explains how an emphasis on corporate culture can lead to unprecedented success.
Pay new employees $2000 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too.
Sound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over $1 billion in gross merchandise sales every year.
In 1999, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an adviser and investor, and eventually became CEO.
In 2009, Zappos was listed as one of Fortune magazine's top 25 companies to work for, and was acquired by Amazon later that year in a deal valued at over $1.2 billion on the day of closing.
In his first book, Tony shares the different business lessons he learned in life, from a lemonade stand and pizza business through LinkExchange, Zappos, and more. Ultimately, he shows how using happiness as a framework can produce profits, passion, and purpose both in business and in life. (edited by author)
Amazon Exclusive Author Q&A with Tony Hsieh, Author of Delivering Happiness
I think usually by the time you're 12 years old, you either have the entrepreneurial spirit or you don't. I would describe the entrepeneurial spirit as a combination of creativity and optimisim.
2. Could you name one particular experience that inspired you to create a company devoted to customer happiness?For me, it's really been driven by daily examples of bad customer service in my everyday personal life.
3. Was the worm farm really the invaluable catalyst for forming your business and life philosophy?My parents tell me that as a kid I was always trying to come up with different business ideas. The idea of starting a worm farm is my earliest memory of a business idea.
4. You say that you have always been an avid book reader. What are your favorite books? Which non-business book helped you grow professionally?Business books: Good to Great, Peak, Tribal Leadership Made to Stick
Non-business books: The Happiness Hypothesis Comedy Writing Secrets The Game
5. What is the ratio between rebelling against conventional wisdom and sticking to the good old truths in building a successful business?1:10
6. You describe your way to happiness starting with profits, then going through passion and finally getting to purpose. Is that the only path to business happiness?No, that was just the path that I happened to take. Part of the purpose of the book is to help other entrepreneurs and business owners shortcut the process and encourage them to go straight to combining profits, passion, and purpose.
7. You seem to have taken risks with business ideas a lot while growing up. How do you recognize a risk that you shouldn't take?I think it just comes down to really breaking down what the worst case scenario actually is. For most of us, we're lucky to live in a time and in a society where we aren't actually ever in danger of dying from starvation or lack of shelter. Most of us have friends whose couches we can crash on in the worst case scenario, so any "risk" we take in starting a company isn't actually that big a risk.
From Publishers Weekly
Zappos CEO Hsieh offers a compelling account of his transformation from callow Harvard student entrepreneur through his years as a dot-com wunderkind to the creator of a formidable brand. Interest might flag as Hsieh, fresh off selling his Internet company LinkExchange to Yahoo in 1999 for $265 million, kvetches about lacking fulfillment. But as the tech boom bursts, and Hsieh confronts his dwindling investments, his story comes alive. As the funding for his incubator companies dries up and one of his most promising startups, Zappos.com, a shoe retailer, seems doomed, Hsieh blossoms into a mature businessperson, slashing expenses and presciently making customer service the essence of the company's brand. The story becomes suspenseful as Hsieh recounts the stress of operating in survival mode, liquidating his assets to fund the company in its darkest days and seeking out an 11th-hour loan. By the time Zappos is acquired by Amazon for more than $1.2 billion in 2009, Hsieh and his team had built a unique corporate culture dedicated to employee empowerment and the promise of delivering happiness though satisfied customers and a valued workforce. An uplifting tale of entrepreneurial success, personal growth, and redemption. (June)
Copyright � Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
Review
"In DELIVERING HAPPINESS, Tony reveals the secret to his success at such a young age: leadership in culture and happiness." (Lance Armstrong )
"In this fascinating (and often hilarious) account, Tony explains how he turns his beliefs into actions that really do deliver happiness." (Gretchen Rubin, author of The Happiness Project )
"This book is awesome. How Tony and Zappos grew to $1 billion in gross revenue in 10 years is just the beginning. From fundraising to finding happiness, from actual e-mails to checklists, it covers it all. Intensely personal and intensely practical." (Tim Ferriss, #1 New York Times bestselling author of The 4-Hour Workweek )
"Tony is a wise guy. �Sincerely. �He's one of the wisest and most thoughtful business leaders of the modern age." (Chip Conley, Founder and CEO of Joie de Vivre Hospitality and Author, PEAK: �How Great Companies Get Their Mojo from Maslow) (added by author)
"This book could start a revolution!" (Marshall Goldsmith, author of MOJO: How to Get It, How to Keep It, How to Get It Back If You Lose It )
"This book illustrates so many of Zappos' core values: it's open and honest, passionate and humble, fun and a little weird. Even if you don't care about business, technology, or shoes, you'll be drawn in by this American tale of how hard work, laziness, talent and failure blend together to create an extraordinary life." (Jonathon Haidt, author of THE HAPPINESS HYPOTHESIS: Finding Modern Truth in Ancient Wisdom )
"Tony Hsieh is the shining star of a new way of working. DELIVERING HAPPINESS is a book that tells an extraordinary business story -- building a $1 billion online business selling shoes in less than a decade -- but also an extraordinary human story. Tony is one of those entrepreneurs who is both fearless and endlessly imaginative about pursuing his dreams." (Tony Schwartz, Author of THE WAY WE'RE WORKING ISN'T WORKING )
"DELIVERING HAPPINESS is a glimpse into the mind of one of the most remarkable business leaders of our time. Like its author, the book is authentic, oddly original, doesn't take itself too seriously--yet delivers a potent message. This book needs to be read by anyone who takes the happiness of other people seriously. " (Dave Logan, professor at the Marshall School of Business/USC' and coauthor of TRIBAL LEADERSHIP AND THE THREE LAWS OF PERFORMANCE )
"An uplifting tale of entrepereneurial success, personal growth, and redemption." (Publishers Weekly )
Most helpful customer reviews
1 of 1 people found the following review helpful.
UB Student Review
By Amazon Customer
I am currently a student at the University of Baltimore enrolled in an Entrepreneurship class and this book was given as a recommended reading for a select amount of students in my class. Delivering Happiness is about Tony Hsieh and his life path, the Zappos Company, and how a company culture can shape the whole company from its fundamental ideas. Customer service and company culture are some of the main themes in this book that Tony Hsieh highlighted because these were Zappos core competencies that made them a one of a kind company.
I personally really enjoyed this book. It is motivational and opens a path for a completely revised way of thinking about running a business. Profits usually came last for Tony Hsieh, who sold almost everything he had to keep Zappos afloat. As an employee of a business, reading this book makes you jealous of all Zappos employees. Seeing the unique culture that was created at Zappos and seeing how it positively affected customers and the business as a whole is amazing. It was a culture that included employees extremely close to each other, departments that were not separated but unified, a fun loving and relaxed place, and a common goal of being happy while delivering the best service in the world.
There’s not much I didn’t like about this book, it’s incredibly relevant and helpful to anyone thinking or aspiring to become an entrepreneur. The most help the book gives to aspiring entrepreneurs is to realize the overall spectrum of a company, not just profits, but also how to thrive by creating your own core competencies that no one else can replicate.
1 of 1 people found the following review helpful.
Jaz Erenberg- ENTRE300- Book Essay
By Jaz Erenberg
Delivering Happiness was recommended reading for a survey Entrepreneurship course at the University of Baltimore. I am a student at UB and was assigned to read this book. Overall I liked it. It begins by introducing the reader to Tony's personality, it is obvious from his childhood that he was basically born to be an entrepreneur. Naturally he ends up starting some companies; through learning from his mistakes, valuing experience over material possessions and falling in love with rave culture, Tony realizes that company culture is everything. Eventually he joins and funds Zappos full time and ends up making customer service the number one priority for the company. This is a game changer- through fostering an inclusive and well humored company culture (complete with the Culture Book and a Core Values list) the Zappos brand becomes about company happiness. Company happiness becomes employee happiness which inevitably translates into customer happiness. I liked the book, I find it easier to read a narrative than a text book, as many people do. T was a little repetitive towards the end, there are many examples of the Culture Book and the Core Values list. I think this book is useful to small business owners and entrepreneur students. At times I felt like I wasn't ready to think about company culture because I don't have a company yet- but I think that's the point the book makes- company culture is the path to a happy company. So maybe it is a good tarting point.
1 of 1 people found the following review helpful.
I just finished reading this book and I can truly say this has been the best book I have read throughout my college career
By zach
I am a University of Baltimore student enrolled in the survey Entrepreneurship course and this book was one of my required readings. I just finished reading this book and I can truly say this has been the best book I have read throughout my college career. Tony Hsieh, the CEO of Zappos, delivers a compelling story explaining how Zappos started and what they had to overcome to rise to the top. The way he explained how the culture of Zappos came to be really had me wishing I could work for a company that had a set of core values that enabled growth within their employees. Trusting them to do what is best for the company in providing exemplary customer service. Building more than just a customer base but building relationships with those customers and even their suppliers.
This book could give new businesses or entrepreneurs some good insight on how to build a strong culture within their business. Granted it might not be for all, at some points in the book he does explain how they took risks by investing in keeping their culture over being profitable. If just making money is your only vision then this book may not help you but if you believe that building a strong culture is the most important aspect of your business then you will enjoy reading this book and may even take away some good ideas to help you achieve your businesses goals.
After reading this I know if I ever get a chance to hear him speak I will make sure I take advantage of it.
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