Then there was the pizza business in his dorm at Harvard, where Hsieh found innovative ways not to attend any classes, and a high-paying corporate gig after graduation where he once again did as little as possible. He laughs out loud at his own computer club lunchtime antics, and so will you. In high school, he learned a bunch about programming, thereby combining his instincts with an appropriate knowledge base. Then there was the mail order button business in middle school, so successful that he passed it along to his younger brothers in succession. All the worms escaped, and he lost money.
First, there was the worm farm in elementary school. Hsieh begins with his business history, which adequately conveys his wackiness. One part memoir, one part philosophy, one part corporate handbook, and all silly optimism, Delivering Happiness will appeal to a surprisingly wide audience. It also makes him a writer who doesn't use much corporate lingo, and a terrifically casual reader of his own book on the growth and development of Zappos, his unique company. This is what makes him a very unusual CEO, which is what makes his company so interesting.
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.įinally, 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. Hsieh then details many of the unique practices at Zappos that have made it the success it is today, such as their philosphy of allocating marketing money into the customer experience, thereby allowing repeat customers and word-of-mouth be their true form of marketing. 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. He starts with the "Why" in a section where he narrates his quest to understand the science of happiness.
Even better, he shows how creating happiness and record results go hand-in-hand. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success. In this, his first audiobook, 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 employees, customers, vendors, and backers.
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