
Oct 09 2023
/
“Delivering Happiness” by Tony Hsieh: A Book Review

Although it released over a decade ago, “Delivering Happiness” by Tony Hsieh is a recommended read for anyone involved in entrepreneurship, ecommerce but most importantly management.
It explores Tony’s journey as an entrepreneur and the development of Zappos, an online shoe and clothing retailer known for its exceptional customer service and unique corporate culture. The book gives insights into how he developed the culture of the office environment and put the customer at the centre of the business.
Key Takeaways for Managers and Business Owners:
- Customer-Centricity: Prioritise delivering exceptional customer service. Zappos’ success was built on a relentless commitment to customer satisfaction. Make it a priority in your business to exceed customer expectations.
- Culture Matters: Build a strong and distinctive corporate culture. Zappos’ culture was based on core values that defined the company’s identity. Develop a set of values that guide your organization’s behaviour and decision-making.
- Employee Happiness: Happy employees lead to happy customers. Invest in your team’s well-being and provide them with opportunities for personal and professional growth. A positive workplace culture can lead to increased productivity and loyalty.
- Embrace Change: Be open to innovation and adaptability. Zappos evolved from selling shoes to a broader e-commerce platform. Be willing to pivot your business model when necessary to stay relevant.
- Transparency and Communication: Encourage open communication within your organisation. Encourage feedback and transparency in decision-making processes. This can lead to more engaged and motivated employees.
- Brand Authenticity: Build an authentic and consistent brand. Zappos was known for its quirky and genuine brand personality. Ensure that your brand message aligns with your actions and values.
- Long-Term Vision: Focus on the long-term vision rather than short-term gains. Zappos was willing to prioritise customer satisfaction and culture over immediate profits. Understand the value of investing in your company’s future.
- Continuous Learning: Stay curious and committed to learning. Tony Hsieh’s personal growth and curiosity were instrumental in Zappos’ success. Encourage a culture of continuous learning in your organization. Following recommendations by influencers such as Ali Abdaal can be instrumental in learning in your own time.
- Happiness as a Business Model: Consider happiness as a strategic advantage. A happy workplace and satisfied customers can lead to sustainable growth and profitability.
- Measuring Success: Develop meaningful metrics to measure success. Zappos used the Net Promoter Score (NPS) to gauge customer loyalty. Identify key performance indicators (KPIs) that align with your goals and values.
At only 277 pages long, “Delivering Happiness” is a short read that really makes clear the power of prioritising customer satisfaction, nurturing a positive corporate culture, and embracing a long-term vision in business.
Managers and business owners alike can draw valuable insights from Tony Hsieh’s experiences to create successful and fulfilling enterprises.
Read more about Tony on his Delivering Happiness site
You can also read my recent book review on SEO in 2021 by Adam Clarke and read if it’s stood the test of time in 2024