Delivering Happiness: A Path to Profits Passion and Purpose[三双鞋:美捷步总裁谢家华自述]

Inhisfirstbook,TonyHsieh-thewidely-admiredCEOofon-lineshoeretailer,Zappos,explainshowhecreatedauniquecultureandcommitmenttoservicethataimstoimprovethelivesofitsemployees,customers,vendorsandbackers.Usinganecdotesandstoriesfromhisownexperiencesandfromothercompanies,Hsiehprovidesconcretewaysthatcompaniescanachieveunprecedentedsuccess.Evenbetter,heshowshowcreatinghappinessandrecordresultsgohand-in-hand.Hestartswiththe'Why'inasectionwherehenarrateshisquesttounderstandthescienceofhappiness.ThenherunsthroughthetenZappos'CoreValues'suchas'DeliverWOWthroughService,''CreateFunandALittleWeirdness'and'BuildaPositiveTeamandFamilySpirit'andexplainshowyouandyourcolleaguesshouldcomeupwithyourown.HsiehthendetailsmanyoftheuniquepracticesatZapposthathavemadeitthesuccessitistoday,suchasthephilosphyofallocatingmarketingmoneyintothecustomerexperience,therebyallowingrepeatcustomersandword-of-mouthbetheirtrueformofmarketing.HealsoexplainswhyZappos'smainpriorityiscompanycultureandhisbeliefthatonceyougetthecultureright,everythingelse-greatcustomerservice,long-termbranding-willhappenonitsown.Finally,HsiehexplainshowZapposemployeesactuallyapplytheCoreValuestoimprovingtheirlivesoutsideofwork-andtomakingadifferenceintheircommunitiesandtheworld.