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Delivering Happiness - Women's Leadership Conference - 03.16.11
 

Delivering Happiness - Women's Leadership Conference - 03.16.11

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    Delivering Happiness - Women's Leadership Conference - 03.16.11 Delivering Happiness - Women's Leadership Conference - 03.16.11 Presentation Transcript

    • FIRST…
      THERE WAS A BOOK
    • LABOR DAY 2009
      (LENTICULAR)
    • SXSW 2010
    • #1 Bestseller Lists
      NYTimes(6 months)
      WSJ
      Amazon
      Barnes & Noble
      Borders
      2010 Best of Lists
      Amazon Customer Favorite
      NPR Marketplace
      INC. Magazine
      New York Post
      ReadWriteWeb
      ~250,000 copies
      15+ languages/countries
    • THEN, THERE WAS A
      BUS TOUR
    • before
      after
    • But before we get on the bus…
    • a little about me…
      UC BERKELEY Bachelor of Arts
      KPMG/Liquid Thinking Internet Strategy Consultant
      FREELANCE CONSULTANT
      Internet
      Writing
      Graphic Design
      ZAPPOS – SPECIALTY PROJECTS
      Eight years+ as a consultant
      Relocation from SF to Vegas
      Branding and Culture Book Creator
      (now on its 7th edition)
      DELIVERING HAPPINESS
      CEO and Chief Happiness Officer
      Led launch and management of the
      book, tour and now the company/
      movement.
    • “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” MAYA ANGELOU
    • The Power of WOW
      $1,000
      800
      Gross Sales $MM
      600
      400
      200
      ‘01
      ‘02
      ‘06
      ‘03
      ‘04
      ‘05
      ‘07
      ‘00
      ‘08
    • ZAPPOS AT A GLANCE
      Zappos is “Powered by Service”
      • Providing the best online shopping experiencepossible.
      • Fast, free shipping. Free return shipping. 365-day returnpolicy.
      • Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
      3500employees currently
      • 1100 in NV
      • 2400 in KY
      FORTUNE MAGAZINE’s “100 Best Companies To Work For”
      • 2009 #23
      • 2010 #15
      • 2011 #6
      Founded in 1999
    • Best selection
      • Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs.
      • 5 million items in warehouse
      • 100% of products inventoried (no drop ship)
      “a woman’s dream closet…”
    • CUSTOMER EXPERIENCE
      What do customers expect?
      What do customers actually experience?
      What emotions do customers feel?
      What stories do they tell their friends?
      How can culture create more stories and memories?
    • #1 PRIORITY?
      CULTURE
    • HOW IS CULTURE
      #1 PRIORITY?
      HIRING FOR CULTURE
      5 WEEKS OF TRAINING
      $4000 offer
      ZAPPOS CULTURE BOOK
      TWITTER
    • HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?
      HOW CAN YOU APPLY THEIR LESSONS LEARNED?
      “BRAND IS A LAGGING INDICATOR OF CULTURE”
      – TONY HSIEH
    • 1. IS IT IMPORTANT TO YOU?
      DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?
      ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?
      HOW HIGH A PRIORITY WILL IT BE?
    • EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE LUNCHROOM PLAQUE
      (LET ALONE LIVE BY THEM)?
    • 2. DEFINE YOUR CORE VALUES
      IT’S HARD, SO START EARLY.
      WHAT ARE YOUR PERSONAL CORE VALUES?
      WHAT ARE YOUR COMPANY’S CORE VALUES?
      DO THEY ALIGN?
    • RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
    • CORE VALUES AT ZAPPOS
      Deliver WOW Through Service
      Embrace and Drive Change
      Create Fun and a Little Weirdness
      Be Adventurous, Creative, and Open-Minded
      Pursue Growth and Learning
      Build Open and Honest Relationships With Communication
      Build a Positive Team and Family Spirit
      Do More with Less
      Be Passionate and Determined
      Be Humble
    • 3. COMMIT TOTRANSPARENCY
      BE REAL. BE YOURSELF.
      WHEN PEOPLE ARE, THERE’S LESS TO FEAR.
      (WHILE SAVING TIME, EFFORT AND ANXIETY)
      WORK | LIFE INTEGRATION
      EXAMPLES:
      TWITTER.ZAPPOS.COM
      “ASK ANYTHING”
      VENDOR EXTRANET
      TOURS & MEDIA VISITS
      ZAPPOS INSIGHTS
    • 4. VISION
      DOES IT HAVE MEANING AND PASSION BEHIND IT?
      CHASE THE VISION, NOT THE MONEY.
      DOES IT INSPIRE (VS. MOTIVATE)?
    • VISION
      FOR
      EMPLOYEES
      What’s the larger vision and greater purpose in their work beyond money or profits?
      FOR
      ENTREPRENEURS
      What would you be passionate about doing if you didn’t fear failure and didn’t make ANY money for 10 years?
    • 5. BUILD RELATIONSHIPS
      IT’S NOT ABOUT NETWORKING OR MARKETING.
      IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
      “IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.”
      -
    • 6. BUILD THE TEAM
      “IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”
      HIRE SLOWLY. FIRE QUICKLY.
      “TEAMWORK IS ESSENTIAL – IT ALLOWS YOU TO BLAME SOMEONE ELSE.”
      - AL GORE, FROM AN AFRICAN PROVERB
      (THAT’S NOT AL GORE)
      - JUST KIDDING!
    • THE CULTURE BOOK
      THE CULTURE BOOK
    • THE CULTURE BOOK
      WHAT IS IT?
      COMPLETELY UNEDITED
      EXCEPT FOR TYPOS AND SPELLING
      SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE
      STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO
      JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE
    • SO WHAT’S
      THE POINT
    • “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” MAYA ANGELOU
    • Where does the story begin?
      Where does the story end?
      How do you reinforce the good memories?
      What were the emotions, positive and negative?
      How can you create more stories and memories?
      WHAT’S
      THE POINT
    • WHAT’S YOUR BUSINESS?
    • You’re not in the _______ business.
      Cirque du Soleil isn’t in the circus business.
      In-n-out isn’t in the burger business.
      You’re in the experience and emotions business.
      You’re in the stories and memories business.
      Think bigger.
      WHAT’S YOUR BUSINESS?
    • TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
    • YET RESEARCH SHOWS WE’RE BAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS
      EXAMPLES:
      LOTTERY WINNERS
      “WHEN I GET ___, I’LL BE HAPPY”
      “WHEN I ACHIEVE ____, I’LL BE HAPPY”
    • SINCE THERE’S A SCIENCE BEHIND BUSINESS
      CONVERSION
      PSYCHOLOGY OF BUYING
      DIRECT MARKETING
      METRICS
      REPEAT CUSTOMERS
      LOYALTY
      WHAT ABOUT THE SCIENCE OF HAPPINESS?
      WHAT IF WE ALL SPENT A LITTLE TIME IN STUDYING AND LEARNING IT, HOW HAPPIER COULD WE BE?
    • SOME FRAMEWORKS OF HAPPINESS
    • IF RESEARCH SHOWS
      VISION
      MEANING
      HIGHER PURPOSE
      LEADS TO HAPPINESS…
      WHAT’S YOUR AND YOUR COMPANY’S HIGHER PURPOSE?
    • charity: water
    • I CAN BE A CMP!
    • FIRST…THERE WAS A BOOK
      THEN THERE WAS A BUS TOUR
    • “DELIVERING HAPPINESS
      IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”
      - SETH GODIN
    • ICEE
      INSPIRE
      CONNECT
      EDUCATE
      EXPERIENCE
    • SXSW 2011
    • JUST ANNOUNCED!
    • COMMUNITY
      SUSTAINABLE
      SCALABLE
      COMPANY
      WITH A
      CAUSE
    • THANK YOU
      DELIVERINGHAPPINESS.COM
      CULTUREBOOK.ORG
      JOIN THE MOVEMENT!
      JENN@DELIVERINGHAPPINESS.COM
      facebook.com/DeliveringHappiness
      twitter | @DHMovement | @DHMovementCEO