Delivering Happiness What if once a year your company holds a Bald and Blue Day? If you want to show company spirit you can either shave your hair or dye it blue? And imagine if one of the people shaving his head is your boss? Welcome to the rather wacky world of Zappos.com. It’s an online shoe and merchandise company where...

Phone Rage or . . . Customer Delight? In July a few years ago, I received an email that caught my attention. “For a limited time, reserve your official Commemorative Jacket for the Chicago Marathon. Pre-ordered jackets will be shipped in September. Why wait until October—reserve yours today.”  (The power of email marketing!) Since...