While on vacation at the beach – I read Tony Hsieh’s book Delivering Happiness – A Path to Profits, Passion, and Purpose. It is the story of Zappos and how he and his team made the online shoe buying experience easier, better and more fun than actually visiting a shoe store! They did this by focusing on customer service and creating a culture of happy, passionate employees. If you’ve ever ordered from Zappos – you’ve either been WOW’d by their speedy free shipping (both ways) or their friendly, unscripted, truly helpful service when you call. I read they even hire marathon runners to answer questions about running shoes and hiking fanatics to answer questions about trail shoes. Their relentless pursuit of WOWing their customers with exceptional service and a simple and fun experience made them stand out.
It was an inspiring and fun book to read. They clearly made it fun for everyone by being different, being passionate about what they do, creating a family like culture and focusing on actually being helpful to customers when they call. They indeed figured out how to deliver happiness in a box!
Wes @ Schedulefly
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