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Much To Like

There’s much to like in Zappos.com CEO Tony Hsieh’s new book: “Delivering Happiness“. In addition to detailing the inspiring rags-to-riches Zappos.com story, Mr. “Chez” shares many nuggets of wisdom that he discovered along the way:

Don’t play games that you don’t understand, even if you see lots of other people making money from them.

It doesn’t matter how flawlessly a business is executed if it’s in the wrong business or if it’s in too small of a market.

Without conscious and deliberate effort, inertia always wins.

The presentation of the truth is as important as the truth.

Never outsource your core competency. If we were trying to be about customer service, we knew that we shouldn’t be outsourcing that (call center).

Without a separation of work and life, it’s remarkable how values can be exactly the same.

Don’t measure call times, don’t force employees to upsell, and don’t use scripts.

A key ingredient in strong relationships is to develop emotional connections.

It’s not what you say or do, but how you make people feel that matters the most.

For individuals, character is destiny. For organizations, culture is destiny.

As it turns out, many of the best ideas came about while having drinks at a local bar.

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