Delivering Happiness: A Path to Profits, Passion, and Purpose (Anglais) Broché – 1 mai 2012
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Based on the headlines, it had seemed to me that the author had led a charmed life, turning his midas touch from one business to another. Turns out the truth is very different and author is just as human as the rest of us with the main difference that he has made some very big bets in his life, bets which very nearly went bad. Personally I found this very inspiring.
Very inspiring and touches on some of the things I myself have been trying to accomplish at work! Can't wait to implement this at my next meeting!!
When the book isn't following Hseih's parties, bar time, and self-centered stories it follows Zappos and the way they have built strong company culture. The last third of the book he final drops most of the personal narrative and really lets us in on Zappos, I think it's an amazing company to have made it so well on customers happiness. The company culture is amazing but it's a very hard stunt to pull with growth this has made Zappos an amazing company in my mind. I like many of the ideas that Hseih touches upon from, transparency across the company to capitalizing on customer service. The final pieces of the book are centered on purpose and what brings happiness, ask yourself what are your goals?, get the answer then ask why? answer that the ask Why?....eventually if you ask why enough you should arrive at a belief that it will make you happy, if not you should change the goal...
Ultimately I thought the book was an OK book, I feel a more fitting title would be "Hseih-nanagins to Zappos profitability and happiness." My analysis is that Zappos has risen with the customer in mind while everyone else has cut-out or outsourced customer service. Old-fashioned customer service is long gone from so many businesses but it leaves an open field for new businesses to come into markets like Southwest has capitalized on all the other major airlines dropping their quality of customer service.
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