Delivering Happiness: A Path to Profits, Passion, and Purpose
Post date: Apr 7, 2015 1:49:08 AM
Here are the notes I collected
Tony Hsieh quotes from goodreads
“Money alone isn't enough to bring happiness . . . happiness [is] when you're actually truly ok with losing everything you have.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“I had decided to stop chasing the money, and start chasing the passion.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
tags: happiness
“Things are never as bad or as good as they seem.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“Without conscious and deliberate effort, inertia always wins”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“Envision, create, and believe in your own universe, and the universe will form around you.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“My advice is to stop trying to "network" in the traditional business sense, and instead just try to build up the number and depth of your friendships, where the friendship itself is its own reward. The more diverse your set of friendships are, the more likely you'll derive both personal and business benefits from your friendship later down the road. You won't know exactly what those benefits will be, but if your friendships are genuine, those benefits will magically appear 2-3 years later down the road.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“The combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
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"Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself)" by Tony Hsieh author of Delivering Happiness: A PATH TO PROFITS, PASSION, AND PURPOSE.”
“Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“hear companies talk about consumers being bombarded with thousands and thousands of advertising messages every day, because there’s usually a lot of discussion among companies and ad agencies talking about how to get their message to stand out. There’s a lot of buzz these days about “social media” and “integration marketing.” 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. Too many companies think of their call centers as an expense to minimize. We believe that it’s a huge untapped opportunity for most companies, not only because it can result in word-of-mouth marketing, but because of its”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“potential to increase the lifetime value of the customer. Usually marketing departments assume that the lifetime value of a customer is fixed when doing their ROI calculations. We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us. Another common trap that many marketers fall into is focusing too much on trying to figure out how to generate a lot of buzz, when really they should be focused on building engagement and trust. I can tell you that my mom has zero buzz, but when she says something, I listen. To that end, most of our efforts on the customer service and customer experience side actually happen after we’ve already made the sale and taken a customer’s credit card number.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“For example, for most of our loyal repeat customers, we do surprise upgrades to overnight shipping, even though we only promise them standard ground shipping when they choose the free shipping option. In conjunction with that, we run our warehouse 24/7, which actually isn’t the most efficient way to run a warehouse. The most efficient way to run a warehouse is to let the orders pile up, so that when a warehouse worker needs to walk around the warehouse to pick the orders, the picking density is higher, so the picker has less of a distance to walk. But we’re not trying to maximize for picking efficiency. We’re trying to maximize the customer experience, which in the e-commerce business is defined in part by getting orders out to our customers as quickly as possible. The combination of a 24/7 warehouse, surprise upgrades to overnight shipping, and having our warehouse located just fifteen”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“The typical industry approach is [retailers] to treat vendors like the enemy... If vendors can't make a profit then they don't have money to invest in research and development, which in turn means that the products they bring to the market will be less inspiring to customers, which in turn detriments the retailer's business because customers aren't inspired to buy. People want to cut costs and negotiate aggressively because there's a limited amount of profit to be shared by both sides. As a result of this "death spiral", most retailers fail.”
“happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and that the rave scene was simply the modern-day version of similar experiences that humans have been having for tens of thousands of years.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“that your business can avoid making some of the same ones. 7. You want to figure out the right balance of profits, passion, and purpose in business and in life. 6. You want to build a long-term, enduring business and brand. 5. You want to create a stronger company culture, which will make your employees and coworkers happier and create more employee engagement, leading to higher”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose
“To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.”
― Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose