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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.
Started out wanting to get some quick tips from an entrepreneur. Turned out I need to really put a lot of effort into company culture. Hadn't thought about this as much. Read morePublished 1 day ago by Chris ODell
The book starts out with what seems to be a casual backstory but it quickly evolves in a handbook on how to live your life better. Fantastic!Published 7 days ago by Chickenfriars
Very interesting read by a fascinating entrepreneur. It shows how caring about your employees and allowing their talent to shine makes a huge difference in morale, performance,... Read morePublished 9 days ago by Marmelade Cat Servant
Great book. Had to purchase for a college course I was taking but loved every page. Digital download was very easy to use.Published 12 days ago by Serena
“Delivering Happiness” is the mostly biographical book by Tony Hsieh that details his life so far and his exploits in building Zappos. Read morePublished 16 days ago by Thomas J. Quinlan
OMG! I loved this book. It's a great read. I learned alot and I will be implementing these strategies with my clients and my own business.Published 21 days ago by Jessie M. Brochu
There is no how-to guide on building a startup or a company culture. But there is a story about how someone else did it and what paths will guide you there. Great book. Read morePublished 24 days ago by Eric Morrow
This book is an insightful summary of the Zappos way of doing business and is definitely worth the read. Read morePublished 24 days ago by Scott North