kusskuss

A few months back I read the great book Delivering Happiness by co-founder of online shoe shop Zappos, Tony Hsieh. It is an inspiring story of his path as an entrepreneur and the development of Zappos from a company that sells shoes to one that is all about creating an extraordinary customer experience. There is a lot about the truly unique culture at Zappos (where new hires get an offer of 2k USD to leave the company after the initiation process in order to keep only the ones who really want to stay) but also the connection of personal happiness, happiness in your job and the happiness this creates for customers. The economic sensibility of the whole approach is arguable and Germany based shoe shop Zalando has managed to get to a comparable size as Zappos within three years in the German market. Nevertheless I am a fan of this approach because it works in the long run and I am sure they will be able to use the strong connection built with their customers for other products. Tony Hsieh is working on building an airline now :).