Inevitably, if you’ve ever heard someone talk about providing awesome customer service online, you’ve heard about Zappos. Maybe you heard about how they offer employees $2000 to quit during their first four weeks of training. Maybe you’re a customer and have been WOWED when they upgraded your shipping for free and got you your stuff within 24 hours of your order. Zappos is in the business of Delivering Happiness.
The book is on shelves starting today and I was lucky enough to receive an advanced copy (which actually made me quite happy) for review and one copy to give away (winner announced at the end of the post). So, what did I think?
- The book has a very personable, conversational style that makes for easy reading.
- Tony is a smart guy, with two major successes under his belt. He’s lays out his successes and failures, so you know he’s not perfect.
- The narrative flowed well up until chapter 5. That 70-page behemoth really bogged me down.
- It seemed like most of the cultural emphasis didn’t happen until they secured money to survive. For businesses still struggling to make payroll, these initiatives can be a hard sell
Why I Recommend You Read It
- Zappos has hundreds of employees and has retained its small-company feel. Tony lays out exactly how they did it, so if you want a road map to help you retain/regain the culture you want, this is it.
- Tony is inspirational. He focuses on the positive, but also mentions the negative. It’s authentic and refreshing. If you’re feeling down about your business/job, read this book for the lift.
- Hidden gems of wisdom: Here is an example that rings so true to me:
“As unsexy and low-tech as it may sound, our belief is that the telephone is one of the best branding devices out there. You have the customer’s undivided attention for five to ten minutes, and if you get the interaction right, what we’ve found is that the customer remembers the experience for a very long time and tells his or her friends about it.”
Yes, you read right – undivided attention. In today’s media-saturated world how often do you get that? Virtually never. That’s some wisdom.
Now, to the fun part. The winner of the free copy is Michael Cooney. Look for an email today.