Tony Hsieh wrote business memoir and management nonfiction based on his experience building Zappos. Delivering Happiness recounts his early ventures, the growth of Zappos and the company's attempt to treat customer service and workplace culture as strategic priorities rather than support functions. Hsieh discusses hiring, call-centre practices, company values and the decision to sell Zappos to Amazon while maintaining a distinct organisational identity. The book combines autobiography with management lessons and reflects the startup culture of its period rather than neutral organisational research. It fits entrepreneurship, customer experience and corporate culture. Delivering Happiness is the central entry for readers interested in founder memoir and the idea that employee experience and customer loyalty can be designed as part of the business model. Read more Less
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