- Hardcover: 272 pages
- Publisher: Grand Central Publishing; 1 edition (June 7 2010)
- Language: English
- ISBN-10: 0446563048
- ISBN-13: 978-0446563048
- Product Dimensions: 23.6 x 2.5 x 16 cm
- Shipping Weight: 454 g
- Average Customer Review: 39 customer reviews
- Amazon Bestsellers Rank: #49,988 in Books (See Top 100 in Books)
Delivering Happiness: A Path to Profits, Passion, and Purpose Hardcover – Jun 7 2010
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"In this fascinating (and often hilarious) account, Tony explains how he turns his beliefs into actions that really do deliver happiness."―Gretchen Rubin, author of The Happiness Project
"This book is awesome. How Tony and Zappos grew to $1 billion in gross revenue in 10 years is just the beginning. From fundraising to finding happiness, from actual e-mails to checklists, it covers it all. Intensely personal and intensely practical."―Tim Ferriss, #1 New York Times bestselling author of The 4-Hour Workweek
"In DELIVERING HAPPINESS, Tony reveals the secret to his success at such a young age: leadership in culture and happiness."―Lance Armstrong
"Tony Hsieh is a wise guy. Sincerely. He's one of the wisest and most thoughtful business leaders of the modern age. This insightful book isn't just an enjoyable read. It's a wonderful instruction manual for how 21st century companies create value and happiness at the same time."―Chip Conley, Fanound and CEO of Joie de Vivre and Author of PEAK: HOw Great COmpanies Get Their Mojo from Maslow
"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
"Tony Hsieh is the shining star of a new way of working. DELIVERING HAPPINESS is a book that tells an extraordinary business story -- building a $1 billion online business selling shoes in less than a decade -- but also an extraordinary human story. Tony is one of those entrepreneurs who is both fearless and endlessly imaginative about pursuing his dreams."―Tony Schwartz, Author of THE WAY WE'RE WORKING ISN'T WORKING
"DELIVERING HAPPINESS is a glimpse into the mind of one of the most remarkable business leaders of our time. Like its author, the book is authentic, oddly original, doesn't take itself too seriously--yet delivers a potent message. This book needs to be read by anyone who takes the happiness of other people seriously. "―Dave Logan, professor at the Marshall School of Business/USC' and coauthor of TRIBAL LEADERSHIP AND THE THREE LAWS OF PERFORMANCE
"An uplifting tale of entrepereneurial success, personal growth, and redemption."―Publishers Weekly
"The only book I've read that makes stunningly clear why companies succeed and sustain or fade. Tony Hsieh's profoundly simple answer: create a compelling set of core values and beliefs which every member of the work force understands and embodies, a culture that they are willing to live and die for and which makes Zappos the supreme example of how culture can work it's miracles."―Warren Dennis, Distinguished Professor of Business
About the Author
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.
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As I began to read the book, I was especially interested in sharing Hsieh's thoughts about subjects such as these:
Why he sold a company he co-founded, LinkExchange, to Microsoft
Why he became involved with Zappos initially
Why he agreed to become CEO
What the drivers of Zappos' extraordinary growth have been
How Zappos has differentiated itself from its competition
Why Zappos offers $2,000 to some of its new hires to quit
How and why everyone in the company is customer-centric
Those who have had the greatest influence on his development as a leader and manager
Why he agreed to have Zappos acquired by Amazon
How both he and Zappos have been able to retain an entrepreneurial spirit
Near downtown Dallas, we have a Farmers Market at which some of the merchants offer sample slices of fresh fruit. In that same spirit, I now offer three brief excerpts that suggest the thrust and flavor of Hsieh's insights.
"One day, I woke up after hitting the snooze button on my alarm clock six times. I was about to hit it a seventh time when I realized something. The last time I had snoozed so many times was when I was dreading going to work at Oracle. It was happening again, except this time, I was dreading going to work at LinkExchange." He was co-founder of a company whose culture, over time, had changed from an "all-for-one, one-for-all" team environment to one that was now "all about politics, positioning, and rumors." (Page 48) Hsieh realized then that the most successful organizations are those whose people love what they do and do what they love.
After Zappos was literally "saved" by a line of credit provided by Well Fargo Bank, Hsieh sent an email to Zappos' employees, vendors, and friends. After citing the increased sales (from "almost nothing" in 1999 to $32 million in $32) and noting that the company is "on track" to reach $60-65 million in 2003, he warns against carelessness and overconfidence. Zappos will continue to be customer-centric, not because it has to do it to achieve shirt-term results but because "we believe that in the long run, little things that keep the customer in mind will end up paying huge dividends" to everyone. "There will be a lot of changes ahead as we grow, but one thing will always be constant: our focus on constantly improving the customer experience." On this very special day. Hsieh reaffirms the company's commitment: "Deliver WOW Through Service."
Whenever asked what he would have done differently if doing Zappos all over again, Hsieh responded, "I do wish that we could have done things faster." He makes that point again on another special day when he sums up everything in one sentence: "Getting married to Amazon will allow us to fulfill our vision of delivering happiness to the world much faster... To me, that one moment [of celebration and appreciation] represented success far beyond what I could have possibly imagined would be achievable ten years ago...[The moment signified that] half intentionally and half by luck, we had found our path to profits, passion, and purpose. We had found our path to delivering happiness."
True to character, Hsieh devotes the final chapter of his book to his reader to whom he speaks directly and frankly, asking tough questions and making practical suggestions because he is determined to help his readers - as he continues to help Zappos colleagues - to find their own path to profits, passion, and purpose...a path on which they can also "deliver happiness."
Looking at the book from a learning and development angle I take 3 things out of it.
1. We need to be sure that our learning interventions connect people to purpose, community and their world.
2. There is no substitute for hard work and repetition. The were able to achieve results by working hard and practicing. Are we giving learners that chance with the training we design.
3. You can formalize informal learning,Zappos practice of having a library and those books being part of a formal development curriculum are a great example of informal learning furthering business results.
I was disappointed in one element of the book.Tony glosses over a central element of his success, his skills as a software developer are glossed over. All the culture and warm feelings in the world won't help you without technical expertise, great processes and skills at doing something. Expertise, process and skills are the ticket to entry and it's culture that allows you to last and enjoy success.
It's a worthwhile read for learning pros. From [...].
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This book has fundamentally changed the way I look at customer service delivered personally or...Read more
Dr Shahin Pourgol