The Power of WOW: How to Electrify Your Work and Your Life by Putting Service First

by The Employees of Zappos.com, Tony Hsieh, Mark Dagostino

Happy customers. Passionate employees. A highly recognizable brand known for delivering on its promises. That's the power of WOW. From its birth during the Dot Com Boom in 1999 to its acquisition by Amazon in 2009, Zappos, the customer service company that just happens to sell things online, continues to turn heads with its disruptively entrepreneurial spirit and radically innovative employees. Ever unfolding throughout two decades, Zappos continues to outlive the seemingly inevitable short lifespan of the average corporate company. How do they do it? In The Power of WOW, the essential follow-up to Tony Hsieh's Delivering Happiness, Zapponians from every part of the business share powerful stories and lessons that they have learned in business and life––from delivering empathetic customer service in the face of devastating circumstances to creating a self-organized organizational structure using Market-Based Dynamics and everything in between. Fast-paced and filled with authentic, diverse voices, The Power of WOW gives readers an exclusive and immersive understanding of how one company is finding resilience. This glimpse inside the world of Zappos shows how a self-organized company is opening up avenues for passionate individuals to unleash their undiscovered strengths in the workplace and evolve the business from the inside out. Whether you are a customer, an employee, a business leader, shareholder, entrepreneur, or just happened to pick up this book, The Power of WOW will, ultimately, show how leading and infusing humanity into the workplace can change everything in your business, your community, and your life.

Genres: Business, Nonfiction

269 pages, Kindle Edition

Published October 22, 2019

Reviews

[Loredana (Bookinista08) · Rating 4 out of 5]

Mi-ar fi plăcut să văd mai multe povești ale angajaților din call-center, nu numai de la „vârf”, dar în ansamblu a fost o carte bună. Îmi dau seama că situația stă altfel pentru majoritatea angajaților din companii mari, dar citind volumul ăsta mi-am recăpătat puțin speranța în faptul că viața la job poate fi și plăcută, și făcută cu pasiune. Când ești motivat să-ți pese cu adevărat. Tony Hsieh nu se mai află printre noi, dar a fost un om mișto care a lăsat o moștenire ce va dăinui. Poate nu chiar o sută de ani, așa cum speră angajații Zappos (de fapt, cine știe), dar lecțiile de viață vor fi purtate mai departe așa cum a fost purtată și reputația Zappos: din gură în gură. :) Oricum, mie mi-a plăcut și a fost interesant să capăt o privire din interior asupra autoorganizării și cum funcționează ea.

[Sharon · Rating 4 out of 5]

A business book with a heart and message: help one, help many.

Told from a number of employees’ POVs, plus often humorous commentary from the CEO, The Power of Wow inspires without being too preachy.

Zappos is a online retail company that sells X— shoes and bags and stuff — and it’s employees live a corporate culture that is innovative, passionate and amazingly caring of the customer as a human being.

But what’s effin cool is how the employees are able to move beyond the boundaries of their job descriptions. The company puts people before profit and in doing so empowers employees to exceed even their own expectations.

I know some folks who need to read this! Good tips herein, but mostly real stories of people making a difference.

[Taunya Marie Palmer · Rating 5 out of 5]

Just... WOW

I feel like this book was written just for me. Every chapter, subject and story was on point. As someone who doesn't have grandiose plans in life, but just wants to do something and help people... After reading this book I need to work at Zappos! There is no better joy in life, I believe, than to help others. To lighten their load or bring a little happiness... #mindblown And how amazing is this company that encourages that behavior?! Yes it helps the bottom line, but that's a secondary benefit to the ultimate goal of being a good human.

The only downside to this book was that it needed more stories! I would love to get input from employees that did not have a leadership title, a phone rep or warehouse worker. The examples of how staff were called to action with nothing more than a desire to make a difference in a customer 's day...love it and want more!

[Greg’s Library · Rating 5 out of 5]

I gave this book a rating of 5 because of how unique it is. This book is practically written by Zappos employees themselves. Getting to know the employees made me feel as if I am part of this company.

I work in customer service as well as a trainer. I help our customer service representatives to deliver exceptional experience to our customers. The things I learned about Zappos made me realize several things.

The way this book is written makes a reader feel that he or she talks to the people personally. That is the advantage of having this point of view. I never get bored reading this book.

[Cristina · Rating 4 out of 5]

This is the story of the little company that could. Zappos exploded online to be the best customer service company. If you have ever bought something from Zappos and had to contact them for whatever reason, you will know what I am talking about.

This is the story of Zappos through conversations with some of its employees. At the end, you will realize that Zappos realized early that in order to be a company successful enough to be bought out by amazon, it had to treat its customers and employees with the utmost respect.

[Cristie Underwood · Rating 5 out of 5]

This was a great read! Zappos sounds like a great place to work, but the ability to deliver on promises to their customers and employees makes them unique. You don't see that too often, especially with online businesses. This book showed that it is possible to be successful and still be a decent person. This is a great read for anyone, as the content can apply to most situations.

[Witch-at-Heart · Rating 4 out of 5]

Solid interesting read on customer service and building a solid foundation for both profitable business and remaining customer focused. I really enjoyed this book. I received this book from NetGalley for an honest review.

[Tiffany · Rating 2 out of 5]

This book was "recommended" to me to read by my boss, ahem.
I have all sorts of thoughts, some positive, but mostly about balance, as in there is none. Not in this book. Everyone's on the zappos juice.

[Shonda · Rating 3 out of 5]

It's a short read. I've taken a tour at Zappos, and I am already familiar with their "holacracy" so I did not get much of anything new from this book. However, I strongly recommend it to those unfamiliar with the awesome company culture at Zappos.

[Kyle · Rating 4 out of 5]

Filled with inspirational stories and wonderful insights, this book shows the importance of creating a company culture that celebrates its employees and puts customers at the center of everything they do.

[Ryan Bean · Rating 4 out of 5]

Extraordinary concept of business structure. Clearly Zappos is doing amazing things and they will continue for a long time. Brought about a lot of ideas I hope to implement going forward in our culture at work as well!

[Molly Chase · Rating 4 out of 5]

So many great ideas to ponder! I love the veil being lifted on a truly successful company. They are so transparent in what has worked for them and where they stumbled. Their passion for taking care of their employees as well as their customers is truly amazing!

[Jonathan Mauney · Rating 3 out of 5]

Decent

[John Dembeck · Rating 4 out of 5]

A really good book about the value of customer service and the potential of people.

[Vali · Rating 3 out of 5]

Prea multe momente cand au oferit gratuit produsele.

[Olysavra · Rating 3 out of 5]

A bit chaotic and inspiring book full of stories.