Focus on delivering happiness to customers and employees from "summary" of Delivering Happiness by Tony Hsieh
At Zappos, our number one priority was always customer satisfaction. We believed that if we could make our customers happy, everything else would fall into place. This philosophy was ingrained in our company culture - from the way we trained our customer service representatives to the way we designed our website. We wanted every interaction our customers had with Zappos to be a positive one, whether they were ordering a pair of shoes or returning a defective product. But we also realized that in order to make our customers happy, we needed to make our employees happy as well. We understood that happy employees are more productive, more engaged, and more likely to provide excellent customer service. So we made it a priority to create a positive work environment where our employees felt valued, respected, and appreciated. We encouraged open communication, recognized hard work, and provided opportunities for personal and professional growth. By focusing on delivering happiness to both our customers and our employees, we were able to create a virtuous cycle of positive experiences. Happy employees led to happy customers, which in turn led to increased sales and profitability. It was a simple concept, but one that had a profound impact on our business. And it all started with a commitment to putting people first - whether they were customers or employees. In the end, delivering happiness was not just a business strategy for us - it was a way of life. It was about creating meaningful connections, building trust, and making a positive impact on the world. And the more we focused on delivering happiness to others, the more happiness we found ourselves. It was a powerful lesson that has stayed with me throughout my career, and one that I continue to strive for every day. Happiness truly is contagious, and when you focus on spreading it to others, everyone benefits.
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