In his first audiobook, Tony Hsieh - the widely-admired CEO of Zappos, the online shoe retailer - -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success, Even better, he shows how creating happiness and record results go hand-in-hand.
He starts with the "Why" in a section where he narrates his quest to understand the science of happiness. Then he runs through the ten Zappos "Core Values" such as "Deliver WOW through Service," "Create Fun and A Little Weirdness," and "Build a Positive Team and Family Spirit" and explains how you and your colleagues should come up with your own.
Hsieh then details many of the unique practices at Zappos that have made it the success it is today, such as their philosphy of allocating marketing money into the customer experience, thereby allowing repeat customers and word-of-mouth be their true form of marketing. He also explains why Zappos's number one priority is company culture and his belief that once you get the culture right, everything else -- great customer service, long-term branding -- will happen on its own.
Finally, DELIVERING HAPPINESS explains how Zappos employees actually apply the Core Values to improving their lives outside of work -- and to making a difference in their communities and the world.
谢家华，这个名字对於大多数华人还很陌生，在美国却已是家喻户晓。这位36岁的美籍华人一手创办的网路鞋店，已成了很多美国人 日常生活中必不可少的网站之一。去年10月，谢家华以10亿美元的资产登上《财富》杂誌“40岁以下亿万富豪榜”，排名第27位。
从哈佛的“天才少年”到如今的网路售鞋大亨，谢家华凭藉自己的天资与独到的判断力，创造了一个网路传奇。
谢 家华出生於伊利诺州，父母早年从台湾移民美国。他在旧金山长大，就读哈佛大学主修电脑，19岁就拿到了学位。21岁他以2万美元作为资本，在小公寓里创 业。他的公司Link Exchange主要是“为沈默者发声”，这是当年一度流行的广告交换。这家公司后来以2.65亿美元卖给微软，谢家华挖到了第一桶金。
有 了钱，谢家华投资了比自己更年轻的创业者尼克•斯威姆的网路鞋店Shoe Site，觉得“Shoe Site”这个名字太白，更名为Zappos。在谢家华的带领下，“Zappos”开始“家喻户晓”。每38个美国人当中，就有一个人买过Zappos的 鞋或相关商品，Zappos的目标是渗透到10%。
独特用人理念：“鼓励”辞职
Zappos的成功，也归功於谢家华寻找合适 员工上採用的一套独特做法。Zappos的核心能力是电话客服。Zappos的call center招入新员工后，会提供4个星期培训。培训的第一个星期，Zappos称其为“出价”时间，这一周的最后一天，公司会告知新员工：“如果你今天 辞职，我们会按你的工作时间付你薪水，另外还提供1000美元奖金。”这一看似疯狂的举动，却能真正吸引认同公司价值、热爱客服工作的员工投入。
谢家华说，热情和奉献才是Zappos赖以留住顾客的核心价值，因此，“更看重态度而不是经验”是Zappos选人的基本原则。