Today, I was reading a review in The Wall Street Journal of the new book Delivering Happiness by Tony Hsieh, the 36-year old founder and chief executive of Zappos.  As the title indicates,he attributes some of the success of  Zappos on the company’s approach to customer service, or “delivering happiness.”  I’d like to read more.

One of the best things to come out of social media is teaching companies the impact customer service has on a brand.  Social media has made our transactions transparent.  Those companies that embrace social media and customer complaints, as well as compliments, are finding that honesty truly does build brand equity.  Even consumers know that not everything is perfect all of the time.

So take a walk in your customers’ shoes, who knows, after ten years, you might be able to sell your company for $1.2 billion, just like Mr. Hsieh.