If you’ve ever ordered shoes (or anything else) from Zappos.com, chances are you’ve ordered again. And again. Because Zappos, an online phenomenon taken to industry leadership by CEO Tony Hsieh, enjoys a staggering 75 percent repeat business. And, because everyone knows it’s much less expensive to sell to a repeat customer than it is to bring in a new customer, that means Zappos must be doing something right.
In his book, “Delivering Happiness,” Hsieh shares his sometimes radical, always interesting, views on business, life, happiness, and customer service. It’s worth a read even if you aren’t in the retail business – because every business has customers, and every business can benefit from treating them better.
Some of Hsieh’s iconoclastic ideas shared in “Delivering Happiness” include:
- “Wow” your customers through service.
- Embrace and drive change.
- Weirdness is good.
- Constant learning is a prerequisite for growth.
- Your company should feel like a family.
Hsieh focuses not only on making his customers happy, but on making his employees happy, too. In a world where employee loyalty is about as common as a Dell laptop in Steve Jobs’ office, Hsieh has made it his mission to make his employees feel committed and attached to Zappos. Some of his ideas may seem better-suited to a business with dozens or hundreds of employees, but solopreneurs and small business owners will find many tips and a lot of inspiration.Buy Delivering Happiness by Tony Hsieh Now!