Hsieh and lin, zappos ceo and coo, respectively, knew that many of zappos growth, and therefore its value, had been due to strong company culture and obsessive focus on customer service. 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. Customer service and company culture are some of the main themes in this book that tony hsieh highlighted because these were zappos core competencies that made them a one of a kind company. Its about teamwork and having fun and not taking ourselves too seriously. Price new from used from hardcover, 2009 please retry. Company culture company culture is important from the start. How zappos does customer service and company culture. Delivering happiness is about tony hsieh and his life path, the zappos company, and how a company culture can shape the whole company from its fundamental ideas. Amzn, zappos managed to move from number 23 in 2009 on fortune magazines 100 best companies to work for list to 15 in 2010. Ive written before about zappos unique organizational culture.
With an evergrowing list of books added each month, here are what we. In 2009, they were focusing on three csclothing, customer service, and company culture the key to the continued growth of the company. Zappos is well known for placing tremendous emphasis on cultural fit so much. How to win by putting customers at the core of your business, by francis frei and anne morriss. Tony hsieh, zappos, and the art of great company culture neil patel. The culture book is a collage of unedited submissions from employees within the zappos family of companies sharing what the zappos culture means to them. Tony hsieh, zappos, and the art of great company culture. Tony hsieh, ceo of zappos, kicked off day one of pubcon 2009 with a keynote on the importance of delivering happiness through service. The success of online shoe retailer zappos has been welldocumented. A path to profits, passion, and purpose, i write about how a companys culture and. When it arrived, i was so impressed, i grabbed a little camcorder and shot some video. Zappos insights is a company within zappos that began in 2009. Hsieh sprinkles color commentary throughout, fondly recalling his halloween costume fail in the 7th grade and his desire to create a giant skate park in the six.
Happiness has always been an obsession for tony hsieh, the 43yearold ceo of online shoe and clothing retailer zappos. It went from a struggling startup in 2000 to getting acquired by amazon in. Zappos com gear zappos com culture book 2008 edition. Also in 2009, amazon purchased zappos for 10 million amazon shares. Recently, tony hsieh, ceo of zappos, announced that zappos would be replacing the traditional organizational structure with holacracy. A path to profits, passion, and purpose by tony hsieh, tribal leadership.
Delivering happiness details the story of tony hsieh and his company zappos, an example of how thinking long term and following your passions first can lead to not just profits, but a happy life. Its about building relationships where we treat each other like family. Zappos com 2009 clothing customer service and company culture. In 2009, they were focusing on the three csclothing, customer service, and company culturethe keys to the companys continued growth. Concept excellence customer service interface of excellence order excellence of external marketing concept book. Fast delivery, and 247365 realperson service with a smile. Published on mar 28, 2009 slide show features tony hseih, ceo of zappos. But whats the business rationale for spending generously to. Buy books, tools, case studies, and articles on leadership, strategy, innovation, and other business and management topics. Zappos ceo tony hsieh shares 4 business books he thinks everyone should read. When discussing culture, hsieh frequently brings up the book good to great. 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.
For the past nine years i have had he pleasure of being part of this great company. Zappos legendary customer service, itself based on similar flashes of creativity, innovation and initiative. To celebrate its accomplishments, zappos publishes an annual culture book. All these three core objectives of the company make zappos one the most desirable and copied business structures in the world today. Zappos culture book digital version zappos insights. Its also one that no company, even amazon, can easily replicate. Zappos conducts two separate interviews one focusing on the applicants background and. Hsieh and lin, zappos ceo and coo, respectively, knew that much of zappos growth, and hence its value, had been due to the companys strong culture and obsessive emphasis on customer service. 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. In july 2009, the company announced that amazon would acquire it in an allstock deal how to dowload and use pdf file of zappos culture book.
Zappos is known as much for its 365day return policy and free shipping as it is for its innovative corporate culture. With innovative and often contrarian approaches in business, hsieh transformed zappos into a billiondollar brand lauded for its culture and sold it to amazon inc. I do get the message of the zappos sucess story here. The zappos culture embodies many dfferent elements. Clothing, customer service and company culture, harvard business school, june 27, 2011, 9610105. Zappos expanded into clothes and other categories where customer service could be a differentiator.
It explains how the zappos culture book creates a compassionate, creative workforce at the online shoe emporium. Download the pdf version of the zappos culture book by filling out the form below. Hitting close to home, not only does zappos focus its energy on its customer base and fantastic service, but also on its company culture. Zappos has three main core strategic plans for making itself successful in business, company culture, customer service and clothing. Summary of delivering happiness by zappos ceo tony hsieh. An enthusiastic attendee of raves in college, hsieh was influenced by the cul. The only time you will ever hear zappos ceo tony hsieh refer to an employee as cerberus, the hound of hades, is in the new book, the power of wow, curated by zappos employees. Kelompok 7 mm eksekutif b 27c dian atika rafika rery indra kusuma zappos. Zappos is known for shoes and a very liberal return policy, but i think every type of business can learn something from its unique corporate culture. Zappos com 2009 clothing customer service and company. Zappos publishes an annual 480page culture book, comprising unedited 23 paragraph entries from employees describing their understanding of the zappos culture. While writing the book, hsieh was still acting ceo of zappos as well as a highly sought after corporate speaker. These ten core values are reflected in zappos culture, branding, and business strategies.
Zappos culture book 2008 emmanuel business, culture, papua new guinea, png, port moresby september 22, 2009 september 22, 2009 3 minutes by emmanuel narokobi. Ceo tony hsieh of recently sent me a copy of his firm culture book. Free shipping both ways on zappos com gear zappos com culture book 2008 edition from our vast selection of styles. 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. Zappos has a oneofakind culture that has bred its success. If that might interest you, look no further than the official zappos culture book. Zappos culture book hardcover 10 years 10 core values.
Zappos is a weird company and its happy that way pbs. The book starts with tony explaining his first attempt at entrepreneurship. It simply believes if the customers are happy, they will come back. To understand zappos, you need to know ceo tony hsieh pronounced shay. He wrote most of the book stream of consciousness, often completing 3,000 word chunks a day that he would send to his editor in new york city. Despite its impressive growth, zappos maintains an open communication culture that inspires employee engagement. Zappos is, yet again, breaking the mold of traditional organizational functioning. Leadership consultant and popular ted talk speaker simon sineks 2009 book start. Contains hundreds of short essays written by zappos employees and vendors explaining what makes the zappos company culture so special and successful. Not because it isnt in the book, but because it isnt in the summary. The brand is simply a lagging indicator of the culture. In 2009, amazon acquired zappos through an allstock transaction, leaving the company independent with a promise to let zappos retain its unique culture. The 4 books zappos ceo tony hsieh thinks everyone should read. The 4 books zappos ceo tony hsieh thinks everyone should read over the years, hes publicly recommended well over 20 business books.
In 2009, hsieh began writing delivering happiness over labor day in lake tahoe. Clothing, customer service and company culture on july 17, 2009, a privatelyheld online retailer of shoes, clothing, and other soft line retail. The premise of the book is to investigate the result of businesses that decide to focus on expanding the skill sets of all of its employees, rather than just the top performers. Becoming a deliberately developmental organization. If youve ever wondered why s employees and vendors are so passionate about our company culture, youll find all of the answers in the zappos culture book 2008 edition. See all formats and editions hide other formats and editions. Every year the company publishes an unedited commentary from. Its about always looking for new ways to wow everyone we come in contact with.