Delivering Happiness — Tony Hsieh

Notes

· Envision, create and believe in your own universe.

· Follow your passion don’t follow long-term goals.

· As an e-commerce company we should have considered warehousing to be our core competency from the beginning. No one will take care your customers better than you.

· Drop shipping = Poor customer service.

· Never out source your core competency.

· 3 Key Areas:

o Customer Service: Built brand and word of mouth.

o Culture: Formation of core values.

o Employee Training and Dev: The creation of our pipeline.

*Everything else can be copied

· Philosophy: Take must of the money from advertising and invest into customer services. Let the customer do the marketing.

· The first thing customer’s see in an ecommerce is the phone number.

· Talking to customers by phone is better. You have their attention for 5 minutes.

· Your culture is your brand.

· Everyone in the company goes through the same training our customer loyalty team.

· At the end of the training they are offered $4,000 usd to everyone that wants to leave. They want people to stay not only for the money. Less than 1% takes the money.

· Focus on making sure that your product or service continually Wows people, eventually the press will find about it.

· Happiness Framework:

o 4 Things: 1) Perceived control. Being in control. 2) Perceived Progress. Knowing things will move up. 3) Connectedness. Be engaged. 4) Vision and Meaning. Higher purpose.

o Maslow’s Hierarchy of needs: Psychological, Safety, Social, Esteem and Self Actualization. At Zappos: Meet Expectations: They received correct items. Meets desires: Free Shipping. Meets unrecognized needs: Surprise overnight free shipping.

o Three types of happiness: Pleasure: Shortest lasting. Passion: Medium lasting. Higher Purpose: Longest lasting.