Customer satisfaction survey is a big part of many companies’ operations. But do you know that as many as half of the so-called satisfied customers are still prone to switch? With lots of businesses attempt to improve their customer service, customer satisfaction is no longer a sufficient edge in today’s hyper-competitive marketplace. One company stands out from the crowd, however, by pursuing a happiness philosophy rather than mere satisfaction. The company is Zappos, the largest online footwear retailer. Monday marks the “official” launch of a book by the company’s CEO Tony Hsieh titled “Delivery Happiness”
What Is It About?
I consider this book a half-autobiography of Tony Hsieh and a half-biography of the teenage Zappos. It spans from Tony’s childhood all the way to when Amazon.com acquired Zappos as its wholly-owned subsidiary. The book is sectioned into three parts:
- Profit, which focuses mostly on Tony’s pre-Zappos time, including his experience with LinkExchange, a company he co-founded soon after graduating from college and eventually sold to Micosoft for $265 million in 1998. Continue reading “Satisfied Customers Don’t Stay Loyal, Happy Customers Do”