I now have a new favorite book on brands and branding, Delivering Happiness by Zappos CEO, Tony Hsieh. I was first introduced to Zappos a few years ago by one of my colleagues. He raved about the customer service experience delivered by the online shoe company, Zappos. Like any good brand consultant I did my homework and realized that this company was very much in alignment with what we profess to our clients, especially education brands. Last year I featured Tony Hsieh as a Brand Champion of the Day.
The Zappos brand is built on the brand promise of delivering happiness, a set of 10 core values and a culture centered on customer service. I am an advocate of building sustainable brands based on mission, core values and stakeholder engagement. So when I see a company that lives and breathes a similar philosophy I am a champion of their brand. I wanted to learn more, so I read Tony's book.
If you want to read a about best practice in brand building, and the art and science of how to recruit and retain brand champions, I encourage you to read Delivering Happiness. After all, isn't that what life and business is all about?
Rex Whisman
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