@Zappos Innovation means Delivering Happiness
April 11, 2011 1 Comment
I was fortunate to attend a presentation by Zappo’s CEO, Tony Hsieh (pronounced SHAY) while he was in Boson on the Delivering Happiness Tour (@DHMovement) and was struck by Hsieh’s creativity and ingenuity in building the Zappos business.
After selling his first company LinkExchange to Microsoft for $265 million and Zappos to Amazon for $1.2 billion, Hsieh wrote a book titled, “Delivering Happiness: A Path to Profits, Passion and Purpose.” In the presentation, Hsieh talked, among other topics, about the importance of an organization’s purpose and how it contributed to helping Zappos become the company it is today.
Hsieh began the talk by defining Zappos as a “service company that happens to sell shoes.” Because Hsieh defines Zappos as a service company and not as a shoe retailer, customer service is front and center. In fact, Zappos’ legendary customer service is credited for winning market share, for extraordinary repeat business and for customers who are eager to share Zappos experiences with friends, family and acquaintances in the social sphere. Because Zappos is a service company, it gives them leeway to spread the brand into other realms.
Hsieh now provides corporate training http://www.zapposinsights.com/main/experiences/2-day-bootcamp/ based the success of the Zappos corporate culture and even joked about someday creating a Zappos airline founded on the premise of customer service. The takeaway from this portion of Hsieh’s presentation was that organizations should spend more time chasing their purpose and less time chasing money. Hsieh also provided a few case studies showing how the pursuit of purpose leads to financial prosperity.
In reflecting on what I learned from the presentation, I realized how creativity and innovation could mean something as simple as delivering happiness! A simple concept, but definitely a tough act to follow.