- Audible Audio Edition
- Listening Length: 8 hours and 17 minutes
- Program Type: Audiobook
- Version: Unabridged
- Publisher: Hachette Audio
- Audible.com Release Date: May 27, 2010
- Whispersync for Voice: Ready
- Language: English
- ASIN: B003QADCNS
- Amazon Best Sellers Rank:
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Delivering Happiness: A Path to Profits, Passion, and Purpose Audiobook – Unabridged
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Top customer reviews
WordPress recommends this book as a manifesto on delivering better customer service. I did not find a lot of practical advice or actionable insights to that effect in this book.
However, this book reads easily as a short history of the company and as an account of Tony's own life experiences. I enjoyed that aspect. Hence the three stars.
This book is very interesting because it shows people how to build and manage a successful business in a rather unusual way. Tony Hsieh, the CEO of Zappos, basically explain that having a great employer/employee relationship is key to successful business. It is how he gets and maintains this relationship where it gets “weird” and unusual. In this book, he shares that he personally hangs out with his employees outside of the office, he is throwing parties for them, he is drinking with them and so on. Surprisingly, it works. The result is that employees are more productive, especially in delivering great customer service (Zappos is well known for great customer service and they take pride in that). For the company, customer satisfaction is not the task for one specific department; the whole company gets involved and makes sure that satisfaction is delivered.
What I especially liked about this book is that it made me think outside of the box. It made think about all the different possibilities on how to begin, manage and maintain (especially talking about startup businesses). What Tony did is absolutely brilliant and although it may not work with every business cases, it is a good example on how to work differently and still get great result.
I understand that this book also include an little bit of autobiography but as the reader, I think there is few unwanted details that can confuse other readers because it tends to get out of topic.
Overall, I enjoyed reading this book and I really recommend this book to people who want to get some inspiration. I especially recommend other student just like me to read it as well because it can be helpful in future projects.
No offense to Tony, but some sections can really drag on and do not offer much insight, however, he did warn us that he is not a professional, and did not use a ghostwriter. Most of Tony’s anecdotes explain why he made his business decisions and can be pretty funny. In keeping with his company culture of transparency, Tony took a unique approach and included many unedited excerpts from former employees, which helped add insight to his story.
A particularly useful section was where he used employees, CFO to new hires, to help explain the value in his “10 Core Values.” For example, Zappos would offer new hires a $2,000 bonus to leave, yet less than 1% ever took that offer. You get to explore an extremely unique culture and the eventual acquisition by Amazon for 1.2 billion dollars.
I am a student at the University of Baltimore who is taking a survey Entrepreneurship class during Fall 2015, and although this was required reading, I found it easy and enjoyable.
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