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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
1. In the book you say, "I've been an entrepreneur for most of my life." Do you think people are born entrepreneurs or do they become them?
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?
1:106. 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.
I have heard about this book for years and finally got around to reading it. I'm glad I did. I believe it has ideas for running a business, working and developing people, and just... Read morePublished 1 day ago by TC49
If anyone works in the sales or service industry, may find this to be an inspiring read. I picked it up after being suggested from a co-worker. Read morePublished 2 days ago by Readman99
Very inspirational book.
It is amazing how you can be revolutionary running a tech call center company!
Did not find any path breaking mantra.
But the narrative is good
There are better books on customer service and how to go about it. Read more
Loved loved loved this book! It is a mix of inspiration with business acumen. Must read for everyone who loves real life stories on how businesses succeed when there's passion a... Read morePublished 9 days ago by Karla Puga Ramírez
One of the best business marketing books I've ever read. A must-read for executives or marketing people selling to consumers. Entertaining too! I enjoyed the audio version.Published 18 days ago by busymom
Called by Zappos in 2007 about Fraud on my credit card. Just checking to see if I ordered. I had not. Thanks, we will cancel the charges. WOW, I should have ordered a Pizza.Published 21 days ago by Tony Woodall
Learned about the whole story of Zappos, my favorite online shopping website. I could see that their passion for customer service and delivering happiness allowed the company to... Read morePublished 1 month ago by Amy W.
It's not often you'll hear the story of the evolution of a business with all the missteps included, but if they weren't included, it would go against the corporate values and all... Read morePublished 1 month ago by steve gardosik