Studying the impact of innovation on business and society

Expert Review: Tony Hsieh on The End of Business as Usual

What follows is an expert review written by Tony Hsieh, NY Times bestselling author of Delivering Happiness and CEO of, Inc.

This book [The End of Business as Usual] covers an important concept for businesses everywhere. The future of business isn’t just about the latest technology, it’s about market disruption and how an organization recognizes and adapts to new opportunities. Without adaptation, businesses will fall to “digital Darwinism“, as Brian says.

Consumer behavior is changing and, as Brian observes, we are witnessing the rise of a more connected and informed customer. At Zappos, one of our core values is “Embrace and Drive Change.” According to Brian, to reach and ultimately earn the attention of this new connected consumer, businesses have to establish a culture of change and innovation. And, to succeed in the long-term, businesses will also have to empower employees and rally them to champion the transformation. The future of business comes down to co-creation and the ability to learn from internal and external stakeholders to have any hope of one day leading them.

At Zappos, we realized over time the importance of culture and service. We built the entire company around our employees and customers. If employees weren’t happy, they would not make customers happy. If customers weren’t happy, we wouldn’t be where we are today. We believe that if we get the culture right, then most of the other stuff, like delivering great service, or building a long-term enduring brand will just happen naturally on its own. Delivering happiness supported by a culture of service became our vision.

With The End of Business as Usual, Brian makes the point that you can’t succeed if you lose sight of the existing customers; a balanced approach is necessary. But he does introduce us to who these new customers are, how they find and share information, how they make decisions, and how they do and do not support businesses and why. He looks beyond the Millennial to show how new consumerism is demographic agnostic and as a result, opens our eyes to new possibilities.

This book can help you if you want to have a business that is able to adapt to an ever-changing business landscape. Through experience, research, and examples, he introduces a blueprint for an adaptive business and inspires readers to think beyond business as usual. The entire book is a call for any business to compete for the future through relevance. As Brian asks, without creating remarkable customer experiences through products, service, and engagement, what is it that your customer will share within their connected networks? According to the book, it’s time to adapt or die.

Please pick up The End of Business as Usual today…


13 COMMENTS ON THIS POST To “Expert Review: Tony Hsieh on The End of Business as Usual”

  1. Anonymous says:

    Looks like those guys are having a grand ole time, Oh yeah lol.

    Total-Privacy dot US

  2. Dangar1 says:

    My goodness! Such broad statements. Change is (always) constant and relentless. To simply say your customers are changing, in a connected world, is, IMO, commenting on the obvious. As a manufacturer of products for professional and commercial audio, I regard this constant change as both a challenge and a realization of the burden/opportunity of innovation — ours and others. I intend to hire based on the commitment to the core of what we do and who we are — IMO our culture evolves out of this. So, I’ll buy and read the book — always good to have diverse inputs — maybe essential.

    • briansolis says:

       Ah, so well said. Would love to hear your thoughts on the book as you may find that the insights provded are beyond the obvious and also reveal what to do about it!

  3. Jus Lisa @cupassionista says:

    Great read….an affirmational ‘aha’ hit me squarely between the eyes.  
    Delivering happiness supported by a culture of service…
    Does not say.. delivering service supported by a culture of happiness.. Subtle, yet so different.

    So many new age, feel good, yet somewhat misguided peeps are going about it all wrong with culture of ‘engagement and empowerment’ by focusing team members solely on a culture of happiness…to deliver service, losing all sense of servant leadership (to your customer) at the core.

    The Must haves:
    Awareness of servant leadership and great (self) accountability in place first, to blossom (self) empowerment and great service (attitude) in each employee (“team member”). 

    Companies spending alot of time and money trying to motivate team members to be empowered! Engaged! Happy! Not so sure it should take that much if your people love what they do and why they do it. (Hiring smart is key. Develop. Then assess to measure fitness to keep on ‘keeping on’ 😉

    Yes, completely agree that culture is soooo critical..we just need to focus our attention on what’s in it for the ‘customer’ first and foremost, the company a close second, then the valuable team member third. The team member must place themselves in third position. No worries if we ALL do…we’ll receive it back tenfold in the form of long term customer relationships to cherish, a sustainable, enduring company to work with, and a proud, needed, and much appreciated (and appreciative) team.
    Becomes so viral it’s crazy good. Thee best kind of AT EASE DISEASE any company would love to have and host. A company culture that’s so sick in the oh-so-right sort of way. A human petri dish full of (people) matter. Ah well, you getting chills yet? 😉


    Sent from (m)iPhone to iNform,  iNspire, or (e)Ngage you.

  4. Bondrazer says:

    Images are really impressive. I think images play important part in articles and blogs. That’s what making this post more attractive and interesting.

  5. Bondrazer says:

    I was looking this kind of post from long.. Thanks for
    sharing..God bless!!

  6. Just since you mention it the Zappos story is one that inspired me and I bring it recommend it to many clients who could use a boost in customer service attitude. I love how Zappos has developed a culture where everyone serves and customers satisfaction goes bejond teh actual business 

  7. Like any marriage, it is about how will you take care of your family at the same time allow for growth within that family. 

    Do you support each person in your immediate family , helping them to develop into “all of who they can become?”

    How do you continue to show honor and respect for your wife?

    Have you found ways to get to know your extended family?

    Having learned when you take examples down to what most can relate to on a daily basis, you receive more “ah hhaaa, now I get it moments.”

    Why am I asking these questions?  I see the family as an analogy of your business.  I see your wife as your current customers.  I see your immediate family members as your employees.  Your extended family as prospective customers.

    They are each important and depending on how you treat, honor and respect each one, will determine how big and happy your family will grow.

    How are you treating family?

  8. “Market disruption” – what a great term to define the end of business as usual. Looking forward to you, @mackcollier and #blogchat tonight.

Leave a Reply

Your email address will not be published. Required fields are marked *

Join Our Mailing List

You have Successfully Subscribed!

Stay Connected