As it began to outlive its financial struggles, Hsieh and his leadership team went about building an intentional corporate culture dedicated to employee empowerment and the promise of delivering happiness through a valued workforce and devoted customers. Zappos operated in survival mode for a while. He was one of the startup’s initial investors but got sucked in to help the original founder after six years. How Zappos Profits from The Happiness Business In Delivering Happiness: A Path to Profits, Passion, and Purpose (2010,) Hsieh discusses the importance of cultivating happiness as a launch pad to better results for your business. Above all, when it comes from the heart, great customer service keeps customers coming back over and over. As in the case of luxury hotel chain Ritz-Carlton, leaders keep the mission alive by empowering their employees to go the extra mile for the customer. It starts when leaders decide what kind of experience they want their customers to have-and articulate that approach in a clear mission and vision.

These customers and their cult-like loyalty become a key element of your sales force.Īmerican entrepreneur Tony Hsieh built the online retail store Zappos on the fundamental idea that great service is not a happenstance. If you want your business to thrive, you have to produce enthusiastic aficionados-customers who’re so keyed up about how you treat them that they want to tell stories about you. To keep your customers in the present day, you can’t be content just to please them.

Tony hsieh book delivering happiness