Much has been written about Zappos. Do a simple internet search and you’ll find thousands of articles and blog posts. The company certainly has made a significant impact in the world of business with its legendary service. But what exactly does Zappos do to create wow experiences for people? What makes this company so special? That’s what Joseph A. Michelli uncovers in his book, “The Zappos Experience”.

The book is based on 5 principles that the author believes are the keys to “inspire, engage, and wow”:

1) Serve a Perfect Fit
2) Make It Effortlessly Swift
3) Step in the Personal
4) Stretch
5) Play to Win

In the beginning of the book Michelli takes us on a journey through Zappos history. We also learn through the author’s interviews with employees what life is like as a “Zapponian” and what it takes to even be part of this company. It’s definitely not just a regular job. I was reminded of the Zappos Headquarters tour that I took a few years ago and how all the employees looked like they were genuinely having fun at work.

The book is filled with examples of Zapponians working their magic to surprise and excite each customer, but to make it even more interactive, the author includes QR codes throughout the book if you want even more resources. At the end of each chapter, the reader gets “Ideas to Run With” that offer the main points or things that should be given further thought. You’ll also be questioned in the “Try These On For Size” sections of the book which will help you reevaluate your own level of service.

Not only is this a book that gives you all the juicy details of how Zappos creates wow service, I also think of it as a manifesto or template for other businesses to follow. If you’re truly serious about taking your service to the next level, this is the book to read. I can just imagine...What if every business owner in the world read this book and was inspired by these principles? Would we finally reach Utopia?

The big takeaway that I got from reading “The Zappos Experience” is that there is no “bottom line”. The Zappos philosophies and culture extend beyond business. It’s about creating happiness and making positive change in the world. If I had known back in college that my future self would be reading this book, I don’t think I would have taken all those business classes. Everything I needed to know about creating a successful business is in this book. Well, I probably still would have taken accounting classes.

Stay tuned Thursday for a guest post from the author of "The Zappos Experience"!


Purchase "The Zappos Experience" at Amazon.