9780446563048

Delivering Happiness

by ; ; ; ;
  • ISBN13:

    9780446563048

  • ISBN10:

    0446563048

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 6/7/2010
  • Publisher: Grand Central Publishing

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Supplemental Materials

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Summary

The hip, iconoclastic CEO of Zappos shows how a different kind of corporate culture can make a huge difference in achieving remarkable results - by actually creating a company culture that values happiness - and then delivers on it.

In his first book, Tony Hsieh - the widely-admired CEO of Zappos, the online shoe retailer - -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 life 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 their philosophy 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 number one 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, Delivering Happiness 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.

"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

Author Biography

Tony Hsieh became involved with Zappos as an advisor and investor in 1999, about two months after the company was founded. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.

Table of Contents

Prefacep. xi
Introduction: Finding My Wayp. 1
Profits
In Search of Profitsp. 5
You Win Some, You Lose Somep. 30
Diversifyp. 55
Profits and Passion
Concentrate Your Positionp. 93
Platform for Growth: Brand, Culture, Pipelinep. 130
Profits, Passion, and Purpose
Taking It to the Next Levelp. 203
End Gamep. 228
Epiloguep. 243
Appendix: Online Resourcesp. 245
Indexp. 247
Table of Contents provided by Ingram. All Rights Reserved.

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Customer Reviews

Delivering Happiness to Readers September 8, 2010
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Delivering happiness is one of the most inspiring books I have ever read. Tony Hsieh the founder of Zappos.com talks about his dedication to delivering the best customer service possible and how it will ultimately lead to success.
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Delivering Happiness: 5 out of 5 stars based on 1 user reviews.

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