Joseph Michelli - The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

Praise for The Zappos Experience

Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.

Seth Godin
author of Poke the Box

In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic and happiness being crafted by one of the most influential companies of our generation.

Eric Ryan
method cofounder
person against dirty

Zappos uses Net Promoter every day to make sure they are wowing customers and employees. In The Zappos Experience, Joseph Michelli shows how they do it. Zappos demonstrates that the best way to profitably grow a business is to build an army of promoters. Michelli shows you how Zappos builds that promoter army by making customers, employees, and investors very happy.

Fred Reichheld
Bain Fellow and author of
The Ultimate Question 2.0

This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Dont just read it; use it.

Tony Hawk
professional skateboarder and author of
HAWKOccupation: Skateboarder and
How Did I Get Here? The Ascent of an Unlikely CEO

This is an enchanting book about an enchanting company. If youre looking for an inspirational path for creating a likable, trustworthy, and wow! organization, youve hit the mother lode.

Guy Kawasaki
former chief evangelist of Apple and author of
Enchantment: The Art of Changing Hearts, Minds, and Actions

Almost everybody knows about Zappos success, but few understand how Zappos achieved it. Now, thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.

Mark Sanborn
President, Sanborn & Associates, Inc. and author of
The Fred Factor and You Dont Need a Title to be a Leader

I dont think Ive ever seen as an engaged and enthusiastic collection of employees as I have at Zappos. Not coincidentally, Zappos is becoming a religion for its evangelical customers. Its worth your time to learn how you can create your version of The Zappos Experience!

Chip Conley
founder and executive chair,
Joie de Vivre Hospitality and author of PEAK

5 PRINCIPLES TO INSPIRE, ENGAGE, AND WOW

JOSEPH A. MICHELLI

Copyright 2012 by Joseph A. Michelli. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-175247-3
MHID: 0-07-175247-1

The material in this eBook also appears in the print version of this title: ISBN: 978-0-07-174958-9, MHID: 0-07-174958-6.

All trademarks are trademarks of their respective owners. Rather than put a trademark symbol after every occurrence of a trademarked name, we use names in an editorial fashion only, and to the benefit of the trademark owner, with no intention of infringement of the trademark. Where such designations appear in this book, they have been printed with initial caps.

McGraw-Hill eBooks are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs. To contact a representative please e-mail us at bulksales@mcgraw-hill.com.

Book design by Mauna Eichner and Lee Fukui

Service Serves Us and Way We Serve Statement are trademarks of Joseph A. Michelli.

Zappos, Zappos.com, 6 pm, and 6 pm.com are registered trademarks of Zappos.com, Inc. or its affiliates. Zappos Insights is a trademark of Zappos.com.

TERMS OF USE

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To Fiona Katherine Michelli

You are sunshine that streams through a
window, warming every room you enter.
Never lose sight of the beauty and joy that
radiates through you, and always believe!
I love you. You will forever be my little girl.

If you would like to download a pdf file of all of the Try These On for Size sections of the book to be used as a group book study guide, please go to www.zappified.com/guide or point your mobile phone to the QR given here.

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In 2010, my first book, Delivering Happiness: A Path to Profits, Passion, and Purpose, was published. While I was thrilled that it made the New York Times and Wall Street Journal bestseller lists, the most rewarding aspect of writing the book has been hearing on a daily basis from people who tell me how the book has inspired them to use happiness as a business model and as a guiding principle for life. Weve made a lot of mistakes at Zappos, and part of my goal was to help other companies make fewer mistakes.