Seek to Change the World
or what I’ve learned from the “Delivering Happiness” book by Tony Hsieh
We all make purchases every day and encounter customer service. Some companies have terrible customer service, others are pushy, and others are indifferent. After the transaction is completed, many companies often forget about the client. Against this background, companies that genuinely care about their clients, express their loyalty to them, and strive to make them truly happy stand out. Clients, in turn, come back, make additional purchases, and recommend such a company to their friends. As a result, this company earns more compared to others, becomes popular, and grows faster. How to achieve success by helping your clients become happy, Tony Hsieh tells in his book “Delivering Happiness”.
This article is not a verbatim retelling of all the chapters of the book but is a subjective overview of the key points that I highlighted in the margins of the book while reading it.
About the author
Tony Hsieh (1973–2020) was an American entrepreneur and venture capitalist, best known for his role as the CEO of Zappos, an online shoe and clothing retailer. Before Zappos, Hsieh co-founded LinkExchange, an internet advertising network, which he sold to Microsoft in 1998 for $265 million. In 1999, he became involved with Zappos, eventually transforming it into a billion-dollar company, known for its exceptional customer service and strong company culture.
Hsieh was a visionary leader who believed in creating happiness for both customers and employees as a path to business success. His book “Delivering Happiness” became a bestseller, advocating for purpose-driven business practices and inspiring leaders worldwide. Tragically, Tony Hsieh passed away in 2020, but his legacy continues through his work and the principles he championed.
Seek to change the world
The main idea of this book is that creating a successful business involves prioritizing happiness, both for employees and customers. Hsieh emphasizes that a strong company culture, excellent customer service, and a sense of purpose are the key drivers of long-term success. By focusing on delivering happiness, companies can build meaningful relationships with customers, create a passionate and engaged workforce, and achieve sustainable profits. Hsieh’s philosophy centers on the belief that when people are happy and fulfilled, both personally and professionally, success follows naturally.
The book starts with Hsieh’s early entrepreneurial experiences, illustrating his passion for business. After graduating from Harvard, Hsieh co-founded LinkExchange, an internet advertising network that he sold to Microsoft in 1998 for $265 million. After selling LinkExchange, Hsieh invested in Zappos, an online shoe retailer founded by Nick Swinmurn in 1999. Zappos was facing financial struggles, but Hsieh saw potential in its unique business model — selling shoes online with an extensive inventory and a commitment to customer satisfaction. Hsieh eventually became CEO of Zappos, and his journey with the company became the heart of this book.
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One of the book’s main themes is Hsieh’s obsession with customer service. Zappos differentiated itself from competitors by offering free shipping, a 365-day return policy, and a customer service team that aimed to “wow” every interaction. Zappos famously allowed its representatives to spend as much time as necessary on customer calls, breaking traditional call center norms. Hsieh believed that these efforts would not only create loyal customers but also inspire word-of-mouth advertising. In fact, Zappos’ customer service became so legendary that repeat customers drove much of the company’s sales. On a personal level, Hsieh’s journey is one of self-discovery. He reveals how he pursued happiness through material success early in his career but eventually realized that fulfillment came from helping others achieve happiness.
How does it work in real life
One of the most compelling examples from this book that illustrates the power of Hsieh’s principles is Zappos’ approach to customer service. Tony Hsieh and his team believed that delivering an exceptional customer experience was key to their success. This philosophy is demonstrated through their decision to make customer service the number one priority, even over marketing.
An example from the book involves a story where a Zappos customer service representative spent several hours on the phone with a customer, helping them find the perfect pair of shoes. The rep didn’t try to rush the call or push for a sale, instead, the focus was on creating a memorable and positive experience for the customer.
In another instance, a customer called Zappos to return shoes after a family member had passed away. Zappos not only accepted the return with no questions asked but also sent flowers and a sympathy card to the family. These acts of genuine care and kindness led to lifelong customer loyalty and word-of-mouth promotion, which became a cornerstone of Zappos’ success.
By understanding that creating happiness for customers would drive loyalty and growth, Zappos built a strong brand, largely without paid advertising. Their success proved that prioritizing people and purpose over short-term profits could lead to long-term business success.
Three pieces of advice
- Focus on delivering happiness to others. Tony Hsieh emphasizes that helping others and creating positive experiences can lead to personal fulfillment. In your daily life, try to find ways to make others happy, whether it’s through small acts of kindness, offering genuine compliments, or going the extra mile to help someone. Focusing on creating happiness for others often brings more happiness and satisfaction to your own life.
- Align your work with your passions and purpose. Hsieh talks about the importance of aligning your work with what you’re passionate about and what gives you a sense of purpose. Reflect on your daily activities and consider whether they resonate with your values and long-term goals. If not, find ways to incorporate more meaningful or purpose-driven tasks into your routine. Doing work that matters to you will lead to deeper engagement and satisfaction.
- Build strong relationships through authentic connections. At Zappos, authentic relationships were key to building a positive company culture and lasting customer loyalty. In your own life, prioritize building genuine connections with people — whether friends, family, or colleagues — by being open, honest, and empathetic. Focus on quality interactions rather than quantity, and nurture these relationships by showing genuine interest in others’ well-being.
Conclusion
So, what I’ve learned from the “Delivering Happiness” book is that it’s more than just a business book — it’s a manifesto for anyone seeking to create a company, organization, or community that prioritizes happiness, passion, and purpose. Tony Hsieh’s philosophy of focusing on culture, customer service, and personal fulfillment has left a lasting impact on Zappos and the wider business world. So, in the end, it is fair to say that it’s a book for those who seek to change the world.
Author — Felix Davidenko
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