Summary
In "Delivering Happiness," Tony Hsieh, CEO of Zappos, shares his remarkable journey from worm farmer to internet entrepreneur, culminating in the billion-dollar sale of Zappos to Amazon. The book is divided into three sections: "Profits," "Profits and Passion," and "Profits, Passion, and Purpose." The first section chronicles Hsieh's early entrepreneurial ventures, including a worm farm, newsletter, and mail-order magic trick business. He details his college years, marked by minimal class attendance, a thriving pizza business, and a summer internship at Microsoft. After college, Hsieh co-founds LinkExchange, an advertising network that's sold to Microsoft for $265 million. Despite the financial success, Hsieh finds himself disillusioned and searching for a more fulfilling path. He invests in various ventures, including Zappos, initially an online shoe retailer.
The second section delves into the business philosophies that propelled Zappos's growth. Hsieh emphasizes the importance of company culture, customer service, and core values. He details the challenges of aligning the company's long-term vision with the expectations of investors. The book describes Zappos's innovative approach to customer service, including free shipping both ways, a 365-day return policy, and empowering customer service reps to WOW customers. Hsieh discusses the company's move to Las Vegas and the development of the Zappos Culture Book, which captures the essence of the company's unique culture. He highlights the importance of building a strong company culture through hiring, training, and fostering a sense of community.
The third section explores the concept of happiness and its connection to business success. Hsieh introduces several happiness frameworks, emphasizing perceived control, perceived progress, connectedness, vision, and meaning. He shares insights from positive psychology and discusses the three types of happiness: pleasure, passion, and higher purpose. Hsieh describes the evolution of Zappos's brand promise from "Largest Selection of Shoes" to "Delivering Happiness." He advocates for building a company culture centered around happiness and shares examples of how Zappos applies this philosophy. Hsieh encourages readers to pursue their own happiness and consider the impact of their actions on the world.
Throughout the book, Hsieh weaves in personal anecdotes, e-mails, blog posts, and contributions from Zappos employees, offering a candid and insightful look into the company's culture. He emphasizes the importance of taking risks, embracing change, and pursuing growth and learning. The book concludes with the acquisition of Zappos by Amazon and Hsieh's reflections on the company's journey toward delivering happiness. He encourages readers to join the movement to make the world a happier and better place.