It is a collective effort, and its exciting to be part of a company that has accomplished so much by sheer willpower. Lessons learned from zappos on what it takes to build high. Twenty years ago, we began as a small online retailer that only sold shoes. The 4 books zappos ceo tony hsieh thinks everyone should read. Employee input is solicited for the publication of the first culture book. This is what a book report at zappos looks like peak by chip conley great book, part of. Download the business book collection this book summary is part of the free business book collection. Summary of delivering happiness by zappos ceo tony hsieh. The 10 core values of zappos core values are what support the vision, shape the culture and reflect what the company values. Four lessons on culture and customer service from zappos ceo. Delivering happiness summary may 11, 2016 march 28, 2019 niklas goeke entrepreneurship 1sentencesummary. An uplifting tale of entrepreneurial success, personal growth, and redemption.
Zappos, the online shoe retailer, is legendary for its employee culture and customer service. An enthusiastic attendee of raves in college, hsieh was influenced by the cul. Jenn lim, ceo of delivering happiness a company cocreated with tony hsieh in 2010. Download the pdf version of the zappos culture book by filling out the form below. Establishing strong core values help companies in their decisionmaking process, clarify the identity of the.
The book provides an alternative approach to corporate culture that focuses on the simple concept of making. This book contains all of their quotes along with great further descriptions about what makes zappos the premier corporate culture for engaging employees and performing at a high level. They are the essence of the companys identity the principles, beliefs or philosophy of values. Zappos 2010 culture book by jenn lim, paperback barnes. A path to profits, passion, and purpose by tony hsieh. Download download zappos family culture book pdf read online read online zappos family culture book pdf culture book series zappos employee handbook download insights from delivering happiness by tony hsieh culture book, customer service you discuss the mission of zappos as delivering happiness, what has been zappos is an online shoe and clothing shop based. In this paper, we will recommend eight important points to building an organizational culture that is positive for stable growth of a company. Using anecdotes and stories from his own life experiences, and from other companies, hsieh provides concrete ways that. Statements attributed to employees emphasize and reinforce the zappos culture. Zappos culture book digital version zappos insights. Below is an excerpt from tonys forthcoming book that describes the beginning of zappos.
The brand is simply a lagging indicator of the culture. Google and zappos are the places of connection culture. Our whole belief is if we get the culture right, then most of the other stuff, like building a longterm brand or delivering great customer service, will just naturally. In the book, tony showed readers how company culture and employee happiness are sustainable means to having a business of profits, passion, and purpose.
Delivering happiness offers a feelgood look at the passion, culture, and, yes, happiness that could drive the next generation of companies. Zappos publishes an annual 480page culture book, highlighting unedited versions of existing employees work experience and their understanding of zappos culture. In the book, hsieh outlines his own personal path, how it led him to create zappos, and how his application of the principles of positive psychology is making zappos the workplace utopia of the 21 st century. Employees, partners and customers share their thoughts on what zappos culture and their 10 core values mean to them.
In delivering happiness, tony hsieh the hip, iconoclastic, and widelyadmired ceo of zappos, the online shoe retailer explains how he created a corporate culture with a commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Differentiator that gave the company competitive advantage 2005 zappos core values 2008 created culture book started a pipeline. Ceo tony hsieh of recently sent me a copy of his firm culture book. Tony hsieh is the ceo of zappos, which is now wholly owned by amazon and sells a wide range of items online, but made its start selling shoes online. One of the points in the book is that strong company culture is one of the factors that separates great companies from good, bad, or mediocre ones. Culture the lowdown on zappos customer service experience whether its a new order, a return, or to find the best pizza in the city, our customer loyalty team clt is dedicated to helping anyone who calls. For more on the zappos story, i recommend tony hsiehs recently released book. Itll do more justice to tony if we just download and print a pdf copy on. After the books launch, organizations around the world wanted to bring profits, passion, and purpose to their company cultures but didnt know how to. The third section, profits, passion, and purpose, covers zappos sale to amazon, as well as lessons hsieh learned in public relations and public speaking. Here are my notes on the book delivering happiness. Delivering happiness explains how mega online shoe retailer zappos built a unique company culture and customer experience worth remembering, which turned it into a billion dollar business. When discussing culture, hsieh frequently brings up the book good to great. Tony hsieh, zappos ceo says, its a brand about happiness, whether to customers or employees or even vendors.
Submissions are completely unedited except for typos and grammar to give a transparent look into what zappos culture is all about. Why zappos is the workplace utopia of the 21st century. Submissions are completely unedited except for typos and grammar to give a. Carmine gallo on a recent trip to las vegas, i was picked up by a shuttle to pay a visit to a fastgrowing company that has built a reputation of exceptional customer service and a unique corporate culture. The culture book showed that no one person owns or dictates the zappos culture.
Listen to what a few of the zappos family members really think about working here. Many people know about how the great culture of zappos, but this book dives into detail about how it. Here are the key messages from zappos ceo tony hsiehs book delivering happiness. Of course, you dont have to read the book to know that zappos is a great place to work.
Alexandra eremina supervisor vesa puhakka title comparison of organizational structures case zappos subject international business management type of the degree. Delivering happiness a path to profits, passion, and purpose book by tony hsieh. The 4 books zappos ceo tony hsieh thinks everyone should read over the years, hes publicly recommended well over 20 business books. Friends, family, hard work, dedication, passion, fun, happiness. That more is providing the very best customer service, customer experience, and company culture. Thomas and yaarit silverstone ceo tony hsieh has done away with management hierarchy, replacing it with a holacracya system designed to simplify operations and streamline work flows by tapping into the online retailers culture of employee enthusiasm, loyalty and commitment. Find out the ways zappos reinforces its company culture. Today, we still sell shoes as well as clothing, handbags, accessories, and more. Reviewed in the united kingdom on november 21, 2010. Happiness has always been an obsession for tony hsieh, the 43yearold ceo of online shoe and clothing retailer zappos. To celebrate its accomplishments, zappos publishes an annual culture book.
A remarkable, 10yearold email from tony hsieh on zappos. The 2009 edition is a slickly produced 350page hardback packed with testimonials from employees, many of whom likened zappos to a group of prized relatives. Zappos, an online retailer, is proving that it can. Zappos gives these culture books to anyone who tours the company or writes an email to the.
Zappos ceo, tony hsieh, tells his story in delivering happiness. In delivering happiness, zappos ceo tony hsieh shares the different lessons. Our number one priority as a company is our company culture. The book covers both tonys personal entrepreneurial story and that of his company, zappos. A path to profits, passion, and purpose, i write about how a companys culture and a companys brand are really just two sides of the same coin. Zappos has a culture book that is written by employees every year. It details how people feel about the zappos culture and how they reinforce and develop the culture every day. Zappos, the online shoe retailer, is legendary for its employee culture and customer. Multinational people come and work together, so culture intelligence is a necessary quality for a more success ful. When it arrived, i was so impressed, i grabbed a little camcorder and shot some video. The zappos family mission to live and deliver wow as our companies grow, it has become more and more important to explicitly define the zappos family zappos core values from which we develop our culture, our brand, and our business strategies. The story is told in an informal, easy to read style. The second half of the book focuses on the culture that he built in zappos, and how it became the glue that held the company together.