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Can you build a business model around happiness? If you can deliver happiness to customers through exceptional customer service, from engaged employees who are inspired by a vision of higher purpose, the answer is yes. In this high-spirited talk, Tony Hsieh shares how Zappos fosters its unique culture, starting with hiring and retaining employees based on their commitment to its core values.
If we get the culture right, Hsieh believes, everything else, including building an enduring business, will naturally follow. Using the principles of positive psychology, Hsieh motivates employees through the four essential elements of long-term happiness: creating a sense of control, recognizing progress, instilling meaning in their work, and developing connectedness with customers, business partners, and fellow employees.
Tony Hsieh joined Zappos.com in 1999 as an advisor and investor, and shortly after became CEO, growing revenues to over $1 billion in ten years. The company has been named to Fortune’s “100 Best Companies to Work For” list, and in 2009 was acquired by Amazon.com. Hsieh received his BS in computer science from Harvard University and is the author of Delivering Happiness.