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This month's book review - Delivering Happiness by Tony Hsieh

Feb 19, 2018 Author: Fiona Kilsby

This month, at the suggestion of a client, I have been reading Delivering Happiness, A Path to Profits, Passions and Purpose. If you are looking for some practical tips on how to engage your team, improve your customer service and increase your profits, read this book!


This book, published in 2009 by entrepreneur Tony Hsieh, came to my attention via a client, Claire Short. Claire had recently read the book and found it totally inspiring. She loved the stories of the vibrant culture Tony created at Zappos and the idea of WOW customer service. Such a small word, but hugely powerful if everyone in the organisation believes it, and then lives it.

This book is about Tony’s personal experiences as a true entrepreneur, starting with his worm farm at the age of 9, through various business adventures in college to gaining his first proper job with Oracle as a software engineer. Tony’s story is about seeing opportunities, acting on them and being prepared to fail.

Most of all, it’s a story about creating a work culture for himself and others that delivers happiness.

Read this book if you want to learn how to create great customer service. It’s packed full of actionable ideas that you can pick up and implement. The word WOW may not work for you, but the concept is sound, so find your own word.

Read this book if you want to learn how to create an inspiring culture that drives performance because everyone genuinely wants to make the company successful. Again, there are some very actionable ideas on how to create a culture of growth and learning – for everyone. There’s a great section on the importance of having core values that everyone commits to and how leaders must be willing to hire and fire based on those values. It’s about having meaningful values. The values at Zappos are unique to them. They are not a panacea to what the company values should be, they were developed through true employee engagement. One of my personal favourites from the list of 10 is:

3. Create fun and a little weirdness
In other words, it’s OK to be a little bit different.
Tony’s aim writing the book was to contribute to a happiness movement, hoping that it will inspire existing businesses to change the way they do things, and for entrepreneurs to start their business with happiness at the core of their business model.
I urge you to pick up this book if you want ideas on how to energise your culture.


Partner Electronics Ltd approached The New to Experts because they were able to offer a bespoke programme that would meet our companies training needs and would work alongside us in developing and coaching our staff. One thing I liked was their openness to discuss our needs and to make the training bespoke and reactive to our company and individuals. Partner Electronics have found the experience a valuable process in developing our team skills especially around communicating with others and coaching.

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