Yesterday I made a purchase (yes, it was shoes) from one of my favorite companies – Zappos. I was able to receive free ground shipping and the pair of shoes were 30% off…. could my online buying experience be any better?
Zappos thought so. Fifteen minutes after submitting my order, I received an e-mail from my new friends upgrading my free ground shipping to free overnight shipping as a “thank you” for my purchase! Those new shoes will be on my feet by 1pm today!
While this is not my first happy customer experience at Zappos, it does remind me why I love them so. Being in a position of customer service myself, I am always appreciative and amazed at how well Zappos CEO, Tony Hsieh has developed the service sector of his business.
Hsieh empowers his employees through encouragement and accountability. He focuses on the culture of his company and emphasizes how much the happiness of his employees is directly related to the success of the business. Afterall, happy employees lead to happier customers. Last year, Zappos generated over $1 billion dollars in product sales, and they don’t even have a store front (looks like I’m not the only one who’s in love)!
After reading his book, Delivering Happiness, I actually walked away feeling happier and felt it could’ve been called Inspiring Happiness. Zappos talks the talk and more importantly walks the walk. My experience yesterday put into practice what the book described in detail. I recommend it to those in looking for some motivation, encouragement or an “Ah-Ha” moment about how to influence happiness or become a happier person yourself!