Delivering Happiness is a new book coming out next week. The author, Tony Hsieh, has lead Zappos.com for the last decade while growing the company from a small organization to over one billion in sales. An incredible feat considering their primary product is shoes which are a commodity. As a seller of a commodity, Zappos.com does not rely on being the low cost leader and that is the real essence of the company.
Culture and customer service drive
what they do. The company has been built around respect for the customer, employee and vendors. This respect is then seen through the culture of the company and the customer service attitude.
Stay tuned for a detailed review of the new book.