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Customer review from the Amazon Vine™ Program (What's this?)This book traces Tony Hsieh's rapid progress in the business world, from callow party dweeb with a high IQ to his selling of Zappos to Amazon for north of a billion dollars. Along the way, we get some ups and downs in business startups, the hunt for money, the hunt for the secret to corporate long-term success, and some input from partners and employees along the way. Zappos' leadership eventually decided to emphasise sterling customer service as the key to their own corporate culture, and the last third of the book - the part worth reading - covers what this means to the customer, to the employees tasked with turning it into a reality, and to the bottom line. The idea was to infuse ten larger values (with numerous sub-meanings and applications) into every aspect of every department of the company. Since Hsieh is now a billionaire or very close to it, one can say that, certainly in this case, it worked. In general the book is a very light read. It is destined to be given out to employees for free, and to serve as a sort of corporate diary and the documentation of the corporate mythology. That's not necessarily bad, just what it is. The last few pages are a little more thoughtful, where the author tries to relate his business experience to a philosophical discussion of life, the universe and everything. This stuff might be a bit of a stretch, but it is the kind of expansive view of things one can expect from a businessman…

High Performance Operations review:I received a pre-publication version of this book for review from the author. This is a good High Performance Operations introduction book. The book structure is very simple (18 chapters) yet it covers a lot in only 235 pages. It starts with an analogy of flying an airplane compared to organizations. As well as others, I also recommend to read chapter 18 "Back to the Future: A Retrospective" first... this chapter will give you a flavor of what the rest of the book is. This book talks about real life and common situations. It provides simple but real examples and it also new terms were introduced to me, such as the "Process Solutioneering ®". I highly recommend this book to executives and to whoever would like to learn more about High Performance Operations.

Jonathan Haidt has written a brilliant exploration of modern and ancient ideas about happiness and the inner workings of the human behaviors that affect it. This book reads like a great conversation with the reader. From the beginning he employs the right balance of simple explanation - such as the central metaphor of the 'Rider and Elephant' (the conscious and autonomous aspects of your mind, respectively) - and deep, nuanced examinations of the ancient ideas and what the light of modern research shows about them. The chapters are structured to first present a couple of quotes that encapsulate an ancient idea, such as "The Golden Rule" (do unto others...). He explains the ideas, gives some of the ancient context in which they developed (sometimes at very interesting length) and then starts to weave in the nuance and finer detail that modern study has brought to these ideas. He usually frames things in the context of their effect on happiness and other continuums of human state of being (such as spiritual elevation).Haidt is pretty balanced even when he has to point out problems that some of the ancient ideas have. There's never a sense that `science is right' and `the ancients were wrong' in an absolute way. Often he does quite the opposite, he points out what ancient intuition did get right compared to the very unbalanced thinking behind some of the past popular movements within his profession, such as Behaviorism. Also, Haidt is laugh-out-loud funny a couple of times…

Delivering Happiness is a bold promise to make in any book, let alone a business book. But Zappos CEO Tony Hsieh makes it.The autobiographical story of Tony's childhood and career at times seems self indulgent and veers into frat boy territory, Harvard style. Hsieh is open about the fact that the writing is all his and that it's not literary genius.However, he's clearly an innovative man with a ton of brain power. It is a fun and entertaining read, especially for the genre. The book's stand-out quote: "Without conscious and deliberate effort, inertia always wins" I am not sure the book delivers happiness. But here's what it does do, and does very well. It provides an insight into the success of one of America's trendiest and high performing companies as well as the brain of the man behind it.From my work life lens, it also shows an interesting approach to corporate culture that so far is working well for Zappos. I put my hand up to review the book Delivering Happiness: A Path to Profits, Passion and Purpose because I'd read so much about Zappos' unique corporate environment. Innovative organizational psyches are right up my alley. Hsieh has a light and enticing story-teller's voice as he shares his youthful business adventures, Harvard stories (mostly about how little work he did and how well he performed doing that), mistakes and spiritual experiences in the rave/party years and climbing Kilimanjaro. Ultimately though, it's a book about relationships, and about how…

I have been in customer service for many years and am always looking for literature to further educate myself to improve what I do for a living. The book was very good but didn't tell me anything I already knew. This book would be an excellent read for someone just starting in customer service. Thank you. Perry Bruno

A very useful reference text for understanding people skills and relationships in your workplace and at home! The coverage is fairly extensive at an introductory level. It covers the key topics of inter-personal communication, self-esteem, values, ethical choices, attitudes, professionalism, diversity, managing conflict and emotional control. Key concepts like worker behaviour and how they are influenced are explained in relatively easy to understand manner. It also covers briefly topics like trust and self-disclosure. A must read for those who are in industries and work that requires dealing with people! Even the 'house-person' will find some ideas applicable to their situation and circumstances. The book is applicable globally though illustrations may be American, I am confident, others experience similar situations in their respective countries.

I have only good words to write about this great book. It teaches everything one needs to know about Twitter! It is an easy read, EVERY page provides photo example of what the Author is describing, and it does not skip a thing. If you need to learn everything about Twitter, you ought to purchase this book.

The top 1% is the farthest little point on the right side of the Bell Shaped Curve. It is the top, as high as you can go without spilling out. So what is my and your top 1%? 1% of what? For Alissa Finerman it is reaching your highest potential. Alissa says, "It's about living your best life and choosing the right road for you." It is up to you to define what that top 1% is for you. Money? Happiness? Fulfillment? Enlightenment? Relationships? Achievement? Only you can answer that. As lofty as this sounds, Finerman offers you a well-thought-out and clearly defined plan that includes assessment, creation and implementation using rituals as her teaching tool. Her nine rituals are interesting, doable and worth while. She starts with "Be the CEO of You, Inc." and ends with "Bring Balance Into Your Life and covers all the important points in between - a can-do mindset, using your strengths, goals, possibility thinking, resilience and choice, commitment and consistency. The chapters are brief and to the point and at the same time interesting and challenging. She ends each chapter with a "Bottom Line Summary" and "Key Practices to Help You Embrace This Ritual." She also gives you a "Top 1% Pep Talk" and provides a page to write your thoughts and ideas. I rarely do these, but I did most of them as I read this book. This is not just a book to read but one to complete with your own story of success. This is a great book for anyone who…

This book (along with the WileyPLUS account I had to purchase online) was a very good tool for learning the fundamentals of management. I'd suggest just buying the e-book online (through Wiley) because they have sample quizzes, .mp3 format chapter reviews, and key vocabulary terms to remember.

I'm inspired by A Complaint is a Gift. It is a marvelous book of practical tools and techniques for ensuring positive customer experiences as well as resolving even the most challenging customer complaints. It is packed full of a tips to provide legendary customer service in even the most trying situations. I've enjoyed watching first-hand how these tools have melted the tension between employees and very difficult customers - creating positive experiences and repeat business. These tools just work, hands down! Employees quickly "get it" and can resolve complaints and provide a positive customer experience. I thank and applaud the author for these proven techniques.

I was attracted to Chip Conley's new book "Peak" not because of my interest in business, entrepreneurship or hotel management, but because of the exploration of Maslow's hierarchy, as well as principles of motivation and self-actualization. And I must say that for these reasons alone, Conley's book is worth reading. With depth and insight, Conley explores what it is that our jobs can really be for us - more than a career, but a calling, as he puts it. He explains and illustrates with lively anecdotes how aiming for self-actualization, optimizing our human potential, through what we do is most beneficial to both our own human development as well as the business itself. After reading this book, who wouldn't want to found, lead, or work for a company that encourages every single employee to be the most fulfilled person they can be? It makes perfect sense, and yet businesses so easily get caught up in short-term gains, foresaking these higher goals. Conley's own experience proves that paying close attention to employee, leader, and shareholder satisfaction pays off in spades, in terms of both profits and human happiness. Three cheers for Chip Conley for writing a business book with SOUL: a book that shows everyone from the hotel clerk to the founder of a multi-million dollar business how to lead optimal, rewarding lives; a book that shows companies how to make money not just in spite of but because of their conscious fostering of human potential. This book is an enjoyable…

I am a stock market investor, and for that reason I already knew most of what this book has to say, but for the general reader the material might crystallize what they have probably observed: the increased importance of private and exclusive brands; the creation of "life style" brands, which take advantage of the consumer attachment to the brand to vastly broaden the type of products sold under the same label; stores stressing atmosphere in order to enhance the shopping experience, such as Holister; brands trying to control contact with the consumer through their own stores, or "stores within a store". Behind the scenes, multi-brand companies allow each brand to focus on what makes it unique, while consolidating back office, logistic and procurement functions. I totally dislike the style in which the book is written, with that breathless, repetitive style characteristic of bad popular science books. And, incidentally, a number of the companies so admired in this book have, just since the book was written, fallen flat on their faces (based on earnings, stock price), especially Charming Shoppes and Liz Claiborne, but also Chico's and Best Buy.

I have read many books on leadership, and this one really broke through to a deeper level of understanding for me. My key takeaway is that people within organizations operate within complex systems, or tribes. Better still, the book outlined how to leverage these natural tribes for the betterment of the entire organization. This book offers a great analysis of how culture impacts performance without simplifying the idea by assuming that there is a single monolithic culture within an organization. This book takes a deep look at how high-performance cultures impact the success of a company, and I use the concepts from "Tribal Leadership" within my own business on a daily basis.

I can not believe it but after 12 years of buying my books on Amazon, I am compelled to write a review. I found this book extremely creepy. First, I was disappointed in the flip tone of this book. The preface includes a blurb about not bothering to have the book edited by a professional editor because the author did not find it necessary and wanted to continue to poke at his past English teachers because obviously he "showed them" by being a best-selling author and not bothering to be a conscientious writer. I can not imagine having an ax to grind with a teacher I haven't seen in 20 years who may have corrected my work during my "formative years". Second, I want to personally apologize to every [...] employee. How does one work for a fellow who prides himself on not hiring "talented people"? I am dead serious. Tony clearly states that bringing in talented people into the organization as it grew would cause the culture to change so would not be part of his strategy to build the company. Third, I also fail to understand how drinking with your co-workers and spending nearly every waking moment with them brings profit, passion and purpose. Yes, team cohesion is obviously important. The military wouldn't function without it. Spending a happy hour with co-workers and eating lunch together for instance, makes sense. Failing to keep your job because Bob in accounting doesn't like socializing with you after work, doesn't make any sense. Failing to be promoted…

Customer review from the Amazon Vine™ Program (What's this?)First the facts: Tony Hsieh is smarter than your average guy, and willing to work hard. He had an early dot com success, made some money, and squandered most of it partying. He gave Zappos its first funding, then later became the company's CEO, and led Zappos to tremendous success before it was purchased by Amazon for over one billion dollars. This book chronicles those events. If you know anything about Zappos, you know they have an almost insane commitment to customer satisfaction. You may not know that they have an intense corporate culture around the theme of "Delivering Happiness." This book also explores both of these topics in some detail. However, this is NOT an in-depth analysis of how to run an internet retailer. While IT, inventory, financing, drop shipping, vendor relationships, pricing, etc. are all discussed as the story unfolds, none are covered in any detail. This book is about Tony's experiences and growth in building Zappos. He does not attempt to instruct you how to do the same. I enjoyed the book, and learned a number of useful lessons. Tony's analogies comparing poker and businesses were somewhat of an eye opener. What particularly shocked me was how little preparation or research went into some of their most important decisions. It seems that, at least in Zappo's case, smart people with the ability to quickly change direction after recognizing a mistake can do as well or better than…