CX Book Gems #30: "Delivering Happiness" by Tony Hsieh
Book summary of "Delivering Happiness: A Path to Profits, Passion, and Purpose" by Tony Hsieh.
Today’s newsletter feature is Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh.
📘 Book Summary
In Delivering Happiness, Zappos CEO Tony Hsieh takes readers behind the curtain of one of the most beloved brands in e-commerce, illustrating how culture, purpose, and customer service can create not only a thriving business but a movement. Through the story of Zappos, and Hsieh’s own entrepreneurial journey, he reveals how a people-first philosophy can lead to long-term success, remarkable customer experiences, and most importantly, happiness. The book isn't just a business memoir; it’s a manifesto on building organizations that deliver joy.
My hope is this [book] will not only bring you happiness, but also enable you to bring other people more happiness.
💎 3 CX Gems
1. Culture is your brand
Tony Hsieh believed that company culture isn’t just a component of success—it is success. At Zappos, hiring for cultural fit, empowering employees, and fostering an environment of fun, humility, and creativity helped build an unshakable brand identity.
For individuals, character is destiny. For organizations, culture is destiny.
2. Customer service is a competitive advantage
Zappos made customer service its north star—not by measuring average call times, but by making every call an opportunity to build a relationship. By going above and beyond (like free overnight shipping or surprise upgrades), they created unforgettable moments for customers.
3. Purpose and profit go hand-in-hand
Hsieh’s ultimate vision wasn’t just to sell shoes—it was to deliver happiness. By aligning employees, customers, and stakeholders around a shared purpose, Zappos built a sustainable business that was acquired by Amazon for $1.2 billion while staying true to its mission.
If you get the culture right, most of the other stuff – like great customer service, or building a great long-term brand, or passionate employees and customers – will happen naturally.
✅ 3 Quickstart Tips
Define and document your company’s core values. Hire, fire, and promote based on them to create authentic alignment.
Empower frontline staff to make small, unexpected gestures that delight customers—it’s cheaper than advertising and far more memorable.
Ask yourself and your team regularly: What are we doing that makes people happier? Use that answer to guide strategic decisions.
Delivering Happiness is more than a playbook on e-commerce success—it's a heartfelt call to reimagine business as a force for joy and fulfillment. Tony Hsieh showed that when you invest in people, purpose, and culture, profits naturally follow. Whether you’re leading a startup or a large organization, these timeless lessons offer a roadmap to build a business where everyone—from customers to employees—walks away happy and smiling.