Delivering Happiness: 8 key ideas
The core ideas of Delivering Happiness, each in under a minute, written in our own words. Want the full depth? Get the book.
- IDEA 1 OF 8
An entrepreneur from childhood
Hsieh describes his childhood business experiments, from worm farms to selling buttons, and his early success co-founding LinkExchange, which he sold.
Despite the money, he felt unfulfilled because the company culture had turned sour.
- IDEA 2 OF 8
He bet on Zappos
Hsieh invested in and later led Zappos, an online shoe store.
The company struggled financially in its early years. Hsieh describes how the company kept going through hard times, even though it was not clear at first that the bet would pay off.
- IDEA 3 OF 8
Service became the brand
Hsieh made outstanding customer service central to Zappos, offering free shipping and returns and long phone calls.
Service became the company's brand. In Hsieh's account, the company spent on service, instead of advertising, and hoped that happy customers would tell others.
- IDEA 4 OF 8
Culture comes first
Hsieh argues that company culture is the most important factor in success.
A strong culture produces good service naturally. In Hsieh's view, when employees share the same values and feel at home, they treat customers well without being told to do so.
- IDEA 5 OF 8
Core values guide hiring
Zappos developed ten core values, such as delivering wow through service.
Employees were hired and judged by these values. In Hsieh's account, a person who was skilled but did not share these values was not a good fit for the company.
- IDEA 6 OF 8
Zappos tested new hires' commitment
Zappos offered new employees money to leave after training if they did not fit.
This ensured committed staff. In Hsieh's account, the offer tested whether people truly wanted to be there, and those who stayed were seen as more committed.
- IDEA 7 OF 8
Happiness is a goal
Hsieh argues that businesses should aim to deliver happiness to customers, employees and partners.
Happiness creates lasting success. In Hsieh's view, putting people's happiness first is not just kind, but also a strong basis for a lasting business.
- IDEA 8 OF 8
Zappos joined Amazon
Zappos was sold to Amazon in 2009 while keeping its culture.
Hsieh describes the deal. Hsieh describes how the company joined a much larger one, but wanted to protect its own way of working and its people.
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