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DELIVERING HAPPINESS:-A PATH TO PROFITS, PASSION, AND PURPOSE Paperback – 3 October 2011

by Tony Hsieh (Author)
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#1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLERPay brand-new employees $2,000 to quitMake customer service the responsibility of the entire company-not just a departmentFocus on company culture as the #1 priorityApply research from the science of happiness to running a businessHelp employees grow-both personally and professionallySeek to change the worldOh, and make money too . . .Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing. in DELIVERING HAPPINESS, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, DELIVERING HAPPINESS shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own.To learn more about the book, go to .
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  1. Print length
    304 pages
  2. Language
    English
  3. Publisher
    Grand Central Publishing
  4. Publication date
    3 October 2011
  5. Dimensions
    10.6 x 2.2 x 17 cm
  6. ISBN-10
    9781455508907
  7. ISBN-13
    978-1455508907
  8. See all details
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Review

"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

Book Description

The hip, iconoclastic CEO of Zappos shows how a different kind of corporate culture can make a huge difference in achieving remarkable results -- by actually creating a company culture that values happiness- and then delivers on it.

Product details

  • ASIN ‏ : ‎ 145550890X
  • Publisher ‏ : ‎ Grand Central Publishing; Latest Edition (3 October 2011)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 304 pages
  • ISBN-10 ‏ : ‎ 9781455508907
  • ISBN-13 ‏ : ‎ 978-1455508907
  • Item Weight ‏ : ‎ 141 g
  • Dimensions ‏ : ‎ 10.6 x 2.2 x 17 cm
  • Country of Origin ‏ : ‎ United Kingdom
  • Customer Reviews:

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Tony Hsieh

Tony Hsieh

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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.

Customer reviews

4.6 out of 5 stars
4.6 out of 5
5,490 global ratings
Amazing Journey of Zappos written by Tony Hsieh😊...MUST READ...
5 Stars
Amazing Journey of Zappos written by Tony Hsieh😊...MUST READ...
Journey of Zappos is just amazing. Compnay not only survived in dot com bubble but proved it's worthyness being aquired by e-commerce gaint Amazon. And the credit of Zappos goes to Tony Hsieh, early investor in company & later CEO who leads the company from front in difficult time. He also talks about Happiness of like in the book. Happiness of customers, employees, investors. We need a purpose in life to be happy & Happiness is not limited to pleasure & passion!!!Must Read Book for entrepreneur...!!!
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Top reviews from India

Sanjana Om
5.0 out of 5 stars Delivered Happiness indeed! :)
Reviewed in India on 27 May 2021
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Delivering Happiness by Tony Hsieh is an incredible read. The journey of Zappos is an beautiful one - right from the start to finish and eventual acquisition.

The book talks about higher concepts of life such as passion and purpose perfected to discovering our innate happiness! :)

What to expect in the book and why I love it :

1) Storytelling interesting narrative of how Zappos came into existence.

2) Deep, personal stories of employees, stakeholders, vendors and everyone else in the company on how they got together and interacted as a big Zappos family.

3) The core culture values of Zappos make things interesting for aspiring entrepreneurs in any field, to apply in the real world of business.

Also, the late Tony's personal philosophy alignes with Zappos culture and core values. Zappos has lived through the key area of becoming a customer centric company while delivering happiness. Plenty of takeaways to adopt in business. A must-read :)
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SM
5.0 out of 5 stars One real good book I have read in a long time
Reviewed in India on 1 May 2017
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One real good book I have read in a long time. It is an honest account written amazingly well. I couldn't leave it before it was finished.. It's also a sort of coaching manual for all entrepreneurs.. The book is as much a motivational account about maintaining conviction in yourself to as much it is a guide on how to build a team - importance of having people in the team who believe in the idea and purpose, building an organization culture and maintaining it, importance of transparency in keeping the team together and about sharing the pains & gains.. The book's title is delivering happiness, but if you are looking to purchase it hoping to find a solution to happiness, then I don't think this really is that although it delves on that in the last chapter. But if you want to read a book about an entrepreneur's account of going through success, despair and success in creating a business that brings to life the concepts of mission, vision, values and culture then this is it..
3 people found this helpful
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Sawita
4.0 out of 5 stars Easy read with practical takeaways!
Reviewed in India on 29 January 2019
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Delivering Happiness is an autobiographical account of Tony Hsieh's journey to be Zappos' CEO. His humorous stories from childhood, his days in university, how he ended up establishing his company LinkExchange, his involvement with Zappos, and his thoughts on happiness, show his progression from just profits to passion to purpose. The importance of customer service, honest and open communication, and building a suitable work culture are what stood out in the book for me. Tony has included actual emails and notes in his book, thus making for an authentic read.
One person found this helpful
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S S
5.0 out of 5 stars The Most Practical Guide to Understand Customer Centricity
Reviewed in India on 16 April 2019
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This is the second time I bought this book in eight years. I had praised the first purchase so much to a friend that he never bothered returning it!!!

Tony captures a remarkable story that is filled with action, humor, drama, operational issues etc but one thing remains constant - steadfast dedication to Customer Centricity. To me being customer centric means revolving all decisions of the business to serve just one entity - the Customer. And 'Delivering Happiness' does just that. To the people at Zappos, their being a step ahead of the customer led their actions to become mundane ones but to the people outside they were revolutionary. They still are even today, I mean who pays money to aspiring CSR's not to join if they don't have shared values. Looks pretty straight forward however Tony's team did a remarkable job of thinking 5 or more years ahead and understand what kind of a culture did they want to make and achieve it at any cost.

I highly recommend this book for several reasons with Customer Centricity and Innovativeness being the top two. These two also gave enough reasons to Amazon to buy them out.
3 people found this helpful
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Daryl Joshua
5.0 out of 5 stars Business rekindle by love
Reviewed in India on 4 August 2023
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Great book on resilience which eventually leading too a life of selfless love with a desire to see people happy.
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Swapnil Shah
5.0 out of 5 stars Good book
Reviewed in India on 2 July 2022
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Book will help people trying for customer satisfaction.
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Sahil Shah
3.0 out of 5 stars An easy read with a few insightful notes
Reviewed in India on 31 December 2017
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Zappos is one of the few ecommerce companies that has been low tech, but successful. The book is exciting in parts with an easy flow of language. There is always a but. And that's because either the (hi)story of Zappos wasn't as exciting or that the story telling skills weren't a home run.
My takeaways are the comparison of business with poker, and some enlightening tweets.
One person found this helpful
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Madzz
5.0 out of 5 stars Very very motivating and inspiring
Reviewed in India on 4 October 2016
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Honestly,I have only completed 75% of the book as of now but I could not stop myself from writing this review. this is the by far the best book I have ever read in my life. Such an inspiring book it is. Every sentence every word in the book will motivate you to chase your passion.. to do the thing you always wanted to do. By reading this you can actually know what it takes to make a great company. You will realise the importance of values, culture, vision in making an ordinary company into a successful one. And lastly I would like to quote a line from the book "envision, create and believe in your own universe and the universe will form around you"
2 people found this helpful
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Top reviews from other countries

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Alejandro Davila
5.0 out of 5 stars Un libro muy divertido de leer y con grandes lecciones
Reviewed in Mexico on 20 July 2023
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Una sorprendente historia de alguien apasionado por sus sueños, aun cuando éstos estaban algo borrosos al inicio. La inacabable energía para hacer que las cosas funcionen y la madurez (a temprana edad) de los fundadores de esta empresa guiados por algunos principios de "Built to Last" pero adecuándolos a su estilo y realidad. Si estás pensando en los valores que deben guiar tu empresa y cómo energizar a tu equipo, este libro te dará una perspectiva útil.
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Alejandro Calderon
5.0 out of 5 stars Easy to read, very interesting book
Reviewed in Germany on 16 October 2023
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Very short and easy to read book, but still very insightful and interesting!
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Julian Becerra
5.0 out of 5 stars Todo perfecto. Llegó a tiempo
Reviewed in Spain on 19 June 2023
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El producto llegó a tiempo. Todo muy bien. Es de pasta blanda pero asì decia la descripciòn
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book reader
5.0 out of 5 stars Educatief en ook nog hilarisch.
Reviewed in the Netherlands on 4 November 2022
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Het geeft idee over success in business, maar ook om hoe een interessant leven te leiden waar business helemaal niet op de eerste plaats staat. En nog een bijzonder informatieve verhandeling over geluk. Lesgevend in business citeer ik dit boek vaak en krijg de klas steeds weer dubbel van het lachen met incidenten.
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Siddhanta Thapa
5.0 out of 5 stars If you want to learn how to manage team and grow your company, this is what you need
Reviewed in the United States on 24 October 2019
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Deliving Happiness is a fascinating book about how to grow and nurture a company. It is written by Tony Hsieh who is the early investor and the current CEO of Zappos- online company that started out selling shoes and has now branched out to selling clothes, watches, and eyewear. Unlike most CEO, he does not see the sole purpose of the business is to maximize profits for its owners. In this book he talks about how he got be where he is today and how he learned important values and lessons.

Before Zappos, he had founded LinkExchange which he sold to Microsoft for $265 million. The reason he gave for selling was LinkExchange was as it grew, it lost culture and felt like it was a different company and it get to the point he dreaded getting out of the bed in the morning to go to the office. After this, he started venture fund from which he funded Zappos’s founder. Initially, Zappos struggle because it fulfilled orders with drop shipments which did not worked well because it did not have accurate information about vendors’ inventory, and because their warehouses were all over the country, delivery times weren’t predictable. Later, he began buying inventory from manufacturers, which was freezing its capital and also relying on a third party to manage its warehouse. He recalled that it never makes sense to outsource call center and warehousing because Zappos’s higher purpose is to provide the best customer service which is only possible when it has pulse of what customer want. He felt that trusting a third party would care about its customers as much as Zappos would was one of our biggest mistakes.

In the book, he talks about when Zappos was losing money and could not get any more money to run its operation, they figure out that while cutting marketing expense, only thing they can do is to focusing on the customer service. He sees his company offering the best customer services possible. He eluded couple times that Zappos could get in to many other areas including offering the airline services. Later he talks about how reading book; he learned that great company has a greater purpose and bigger vision beyond just making money or being number one in a market. He would later create a book club where each employee would read a book and discuss about it and apply lesson learned at Zappos. Unlike many businesses that put the need of the investors as the center of the business, he put the need of the customer as the core, yet believes that he needs to meet the needs and desires of all stakeholders. Tony put the best customer service at his end goal, for which he put making his employee happy as his primary target. He believes that his effort to make his employee happy will in turn make his customer happy.

Tony Hsieh saw his role as the philosopher. He sold his first company LinkExchange to Microsoft, because he felt that it lost its soul and reach to where he dreaded getting out of the bed in the morning to go to the office. When he invested on Zappos, and then become involved in it, he knew the culture was important. From early on, he develops a culture that he likes. As a CEO, he does not have authority like in the typical American organization. At Zappos, he saw his role as the gardener that allows everybody around him to flourish. Hsieh put the customer’s interest as his end goal. Employees are trained to have lifelong relationship with a customer. And there are growing list of CEO who toured Zappos to learn from Zappos insight and bought his idea and have implemented at their organization.

In this book, he talks about creating a culture that would outlast him. He believe that if it get the culture right, then most of the other stuff like delivering great customer service or building a long-term enduring brand or business will be a natural byproduct. Culture starts with the hiring. Zappos uses two sets of interview: one by the hiring manager for the job specific role; and second by HR which is purely for the culture fit. To hire, a prospective candidate has to be pass both. It also fires employee if they are bad for the culture even though they are doing well on their job specific role. At Zappos, they hired only people they would enjoy hanging out with after hours.

This book talks about meritocracy system which Hsieh implemented in 2012. It allows employees to self-organize to complete work in a way that increases productivity, foster innovation and empowers anyone in the company with the ability to make decisions that push the company forward. All employees are part of one or more circle. People on the circle can fire another people on the circle. All employees can remove themselves from a circle and move to another circle. As a CEO, Hsieh cannot hire or fire his employee. This kind of system requires trust first. He was able to build trust by developing a culture that stems from intrinsic motivation rather than extrinsic motivation. He frees his call center employee in many ways to build a lifelong relationship. One way he empowers customer service reps is by not measuring call times, not allowing them to upsell, and not using a script.

It talks about how leader can affect an organization’s future by sharing his values. When things are changing fast, employees need a vision of the destination that lies beyond the horizon; they also need to understand the principles by which they must navigate their course. Without the strong value that is shared and engrained to the culture, an organization will probably lose their direction and fail. Unlike many other companies that may take only senior leadership to retreat to develop company value, he email to all his employees about their input. From all employees’ input, Zappos developed 10 core values. Since all employees have contributed to this value, they embody the company value. One value is to be adventurous, creative and open-minded which displays how his employees have embodied Zappos value.

Another value he talks about is to “deliver wow through service”. To WOW, employee must differentiate themselves, which means do something a little unconventional and innovative. Once a year, Zappos ask its employee to write what Zappos cultures mean to them and publish them as a “Culture book” which is an employee review of a company and is a great way to communicate with its employee.

That book is fantastic read for all MBA students and those who wants to learn how to manage team.
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