Tony Hsieh--the widely-admired CEO of on-line shoe retailer, Zappos--explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors and backers. Even better, he shows how creating happiness and record results go hand-in-hand.

In search of profits -- You win some, you lose some -- Diversify -- Concentrate your position -- Platform for growth : brand, culture, pipeline -- Taking it to the next level -- End game.