FIRST…<br />THERE WAS A BOOK<br />
LABOR DAY 2009<br />(LENTICULAR)<br />
SXSW 2010<br />
#1 Bestseller Lists<br />NYTimes(6 months)<br />	WSJ<br />	Amazon<br />Barnes & Noble<br />	Borders<br />2010 Best of List...
THEN, THERE WAS A  <br />BUS TOUR<br />
before<br />after<br />
But before we get on the bus…<br />
a little about me…<br />UC BERKELEY Bachelor of Arts<br />KPMG/Liquid Thinking Internet Strategy Consultant<br />FREELANCE...
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” ...
The Power of WOW<br />$1,000<br />800<br />Gross Sales $MM<br />600<br />400<br />200<br />‘01<br />‘02<br />‘06<br />‘03<...
ZAPPOS AT A GLANCE<br />Zappos is “Powered by Service”<br /><ul><li>Providing the best online shopping experiencepossible.
Fast, free shipping.  Free return shipping.  365-day returnpolicy.
Fast fulfillment.  Expedited delivery.  Fast, friendly & expert customer service.</li></ul>3500employees currently<br /><u...
2400 in KY</li></ul>FORTUNE MAGAZINE’s “100 Best Companies To Work For” <br /><ul><li>2009 #23
2010 #15
2011 #6</li></ul>Founded in 1999<br />
Best selection<br /><ul><li>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)</li></ul>“a woman’s dream closet…”<br />
CUSTOMER EXPERIENCE<br />What do customers expect?<br />What do customers actually experience?<br />What emotions do custo...
#1 PRIORITY?<br />CULTURE<br />
HOW IS CULTURE <br />#1 PRIORITY?<br />HIRING FOR CULTURE<br />5 WEEKS OF TRAINING<br />$4000 offer<br />ZAPPOS CULTURE BO...
HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?<br />HOW CAN YOU APPLY THEIR LESSONS LEARNED?<br />“BRAND IS A LAGGING INDIC...
1. IS IT  IMPORTANT TO YOU?<br />DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?<br />ARE YOU WILLING TO COMMIT FINAN...
EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE LUNCHROOM PLAQUE<br />(LET ALONE LIVE BY THEM)?<br />
2. DEFINE YOUR CORE VALUES<br />IT’S HARD, SO START EARLY.<br />WHAT ARE YOUR PERSONAL CORE VALUES?<br />WHAT ARE YOUR COM...
RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM<br />
CORE VALUES AT ZAPPOS<br /> Deliver WOW Through Service<br /> Embrace and Drive Change<br /> Create Fun and a Little Weird...
3. COMMIT TOTRANSPARENCY<br />BE REAL. BE YOURSELF.<br />WHEN PEOPLE ARE, THERE’S LESS TO FEAR. <br />(WHILE SAVING TIME, ...
4. VISION<br />DOES IT HAVE MEANING AND PASSION BEHIND IT?<br />CHASE THE VISION, NOT THE MONEY.<br />DOES IT INSPIRE (VS....
VISION<br />FOR <br />EMPLOYEES<br />What’s the larger vision and greater purpose in their work beyond money or profits?<b...
5. BUILD RELATIONSHIPS<br />IT’S NOT ABOUT NETWORKING OR MARKETING.<br />IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE...
6. BUILD THE TEAM<br />“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”<br />HIRE SLOWLY. FIRE Q...
THE CULTURE BOOK<br />THE CULTURE BOOK<br />
THE CULTURE BOOK<br />WHAT IS IT?<br />COMPLETELY UNEDITED <br />EXCEPT FOR TYPOS AND SPELLING<br />SNAPSHOT OF CULTURE EV...
SO WHAT’S <br />THE POINT<br />
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” ...
Where does the story begin?<br />Where does the story end?<br />How do you reinforce the good memories?<br />What were the...
WHAT’S YOUR BUSINESS?<br />
You’re not in the _______ business.<br />Cirque du Soleil isn’t in the circus business.<br />In-n-out isn’t in the burger ...
TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?<br />
YET RESEARCH SHOWS WE’RE BAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS<br />EXAMPLES:<br />LOTTERY WINNERS<br />...
SINCE THERE’S A SCIENCE BEHIND BUSINESS<br />CONVERSION<br />	PSYCHOLOGY OF BUYING <br />DIRECT MARKETING<br />METRICS<br ...
SOME FRAMEWORKS OF HAPPINESS<br />
IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR AND YOUR COMPANY...
charity: water<br />
I CAN BE A CMP!<br />
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Delivering Happiness - Women's Leadership Conference - 03.16.11

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Delivering Happiness - Women's Leadership Conference - 03.16.11

  1. 1.
  2. 2. FIRST…<br />THERE WAS A BOOK<br />
  3. 3. LABOR DAY 2009<br />(LENTICULAR)<br />
  4. 4. SXSW 2010<br />
  5. 5. #1 Bestseller Lists<br />NYTimes(6 months)<br /> WSJ<br /> Amazon<br />Barnes & Noble<br /> Borders<br />2010 Best of Lists<br /> Amazon Customer Favorite<br /> NPR Marketplace<br />INC. Magazine<br />New York Post<br />ReadWriteWeb<br />~250,000 copies<br />15+ languages/countries<br />
  6. 6.
  7. 7.
  8. 8.
  9. 9. THEN, THERE WAS A <br />BUS TOUR<br />
  10. 10.
  11. 11.
  12. 12.
  13. 13.
  14. 14. before<br />after<br />
  15. 15.
  16. 16. But before we get on the bus…<br />
  17. 17. a little about me…<br />UC BERKELEY Bachelor of Arts<br />KPMG/Liquid Thinking Internet Strategy Consultant<br />FREELANCE CONSULTANT<br />Internet<br />Writing<br />Graphic Design<br />ZAPPOS – SPECIALTY PROJECTS<br />Eight years+ as a consultant<br />Relocation from SF to Vegas<br /> Branding and Culture Book Creator <br /> (now on its 7th edition)<br />DELIVERING HAPPINESS <br />CEO and Chief Happiness Officer<br />Led launch and management of the <br />book, tour and now the company/<br />movement.<br />
  18. 18. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” MAYA ANGELOU<br />
  19. 19. The Power of WOW<br />$1,000<br />800<br />Gross Sales $MM<br />600<br />400<br />200<br />‘01<br />‘02<br />‘06<br />‘03<br />‘04<br />‘05<br />‘07<br />‘00<br />‘08<br />
  20. 20. ZAPPOS AT A GLANCE<br />Zappos is “Powered by Service”<br /><ul><li>Providing the best online shopping experiencepossible.
  21. 21. Fast, free shipping. Free return shipping. 365-day returnpolicy.
  22. 22. Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.</li></ul>3500employees currently<br /><ul><li>1100 in NV
  23. 23. 2400 in KY</li></ul>FORTUNE MAGAZINE’s “100 Best Companies To Work For” <br /><ul><li>2009 #23
  24. 24. 2010 #15
  25. 25. 2011 #6</li></ul>Founded in 1999<br />
  26. 26. Best selection<br /><ul><li>Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs.
  27. 27. 5 million items in warehouse
  28. 28. 100% of products inventoried (no drop ship)</li></ul>“a woman’s dream closet…”<br />
  29. 29. CUSTOMER EXPERIENCE<br />What do customers expect?<br />What do customers actually experience?<br />What emotions do customers feel?<br />What stories do they tell their friends?<br />How can culture create more stories and memories?<br />
  30. 30. #1 PRIORITY?<br />CULTURE<br />
  31. 31. HOW IS CULTURE <br />#1 PRIORITY?<br />HIRING FOR CULTURE<br />5 WEEKS OF TRAINING<br />$4000 offer<br />ZAPPOS CULTURE BOOK<br />TWITTER<br />
  32. 32. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?<br />HOW CAN YOU APPLY THEIR LESSONS LEARNED?<br />“BRAND IS A LAGGING INDICATOR OF CULTURE” <br />– TONY HSIEH<br />
  33. 33. 1. IS IT IMPORTANT TO YOU?<br />DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?<br />ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?<br />HOW HIGH A PRIORITY WILL IT BE?<br />
  34. 34. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE LUNCHROOM PLAQUE<br />(LET ALONE LIVE BY THEM)?<br />
  35. 35. 2. DEFINE YOUR CORE VALUES<br />IT’S HARD, SO START EARLY.<br />WHAT ARE YOUR PERSONAL CORE VALUES?<br />WHAT ARE YOUR COMPANY’S CORE VALUES?<br />DO THEY ALIGN?<br />
  36. 36. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM<br />
  37. 37. CORE VALUES AT ZAPPOS<br /> Deliver WOW Through Service<br /> Embrace and Drive Change<br /> Create Fun and a Little Weirdness<br /> Be Adventurous, Creative, and Open-Minded<br /> Pursue Growth and Learning<br /> Build Open and Honest Relationships With Communication<br /> Build a Positive Team and Family Spirit<br /> Do More with Less<br /> Be Passionate and Determined<br /> Be Humble<br />
  38. 38. 3. COMMIT TOTRANSPARENCY<br />BE REAL. BE YOURSELF.<br />WHEN PEOPLE ARE, THERE’S LESS TO FEAR. <br />(WHILE SAVING TIME, EFFORT AND ANXIETY)<br />WORK | LIFE INTEGRATION<br />EXAMPLES:<br />TWITTER.ZAPPOS.COM<br />“ASK ANYTHING”<br />VENDOR EXTRANET<br />TOURS & MEDIA VISITS<br />ZAPPOS INSIGHTS<br />
  39. 39. 4. VISION<br />DOES IT HAVE MEANING AND PASSION BEHIND IT?<br />CHASE THE VISION, NOT THE MONEY.<br />DOES IT INSPIRE (VS. MOTIVATE)?<br />
  40. 40. VISION<br />FOR <br />EMPLOYEES<br />What’s the larger vision and greater purpose in their work beyond money or profits?<br />FOR <br />ENTREPRENEURS<br />What would you be passionate about doing if you didn’t fear failure and didn’t make ANY money for 10 years?<br />
  41. 41. 5. BUILD RELATIONSHIPS<br />IT’S NOT ABOUT NETWORKING OR MARKETING.<br />IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.<br />“IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.”<br /> - <br />
  42. 42. 6. BUILD THE TEAM<br />“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”<br />HIRE SLOWLY. FIRE QUICKLY.<br />“TEAMWORK IS ESSENTIAL – IT ALLOWS YOU TO BLAME SOMEONE ELSE.” <br /> - AL GORE, FROM AN AFRICAN PROVERB <br /> (THAT’S NOT AL GORE)<br /> - JUST KIDDING!<br />
  43. 43. THE CULTURE BOOK<br />THE CULTURE BOOK<br />
  44. 44. THE CULTURE BOOK<br />WHAT IS IT?<br />COMPLETELY UNEDITED <br />EXCEPT FOR TYPOS AND SPELLING<br />SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE<br />STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO<br />JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE<br />
  45. 45. SO WHAT’S <br />THE POINT<br />
  46. 46. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” MAYA ANGELOU<br />
  47. 47. Where does the story begin?<br />Where does the story end?<br />How do you reinforce the good memories?<br />What were the emotions, positive and negative?<br />How can you create more stories and memories?<br />WHAT’S<br />THE POINT<br />
  48. 48. WHAT’S YOUR BUSINESS?<br />
  49. 49. You’re not in the _______ business.<br />Cirque du Soleil isn’t in the circus business.<br />In-n-out isn’t in the burger business.<br />You’re in the experience and emotions business.<br />You’re in the stories and memories business.<br />Think bigger.<br />WHAT’S YOUR BUSINESS?<br />
  50. 50. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?<br />
  51. 51.
  52. 52. YET RESEARCH SHOWS WE’RE BAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS<br />EXAMPLES:<br />LOTTERY WINNERS<br />“WHEN I GET ___, I’LL BE HAPPY”<br />“WHEN I ACHIEVE ____, I’LL BE HAPPY”<br />
  53. 53. SINCE THERE’S A SCIENCE BEHIND BUSINESS<br />CONVERSION<br /> PSYCHOLOGY OF BUYING <br />DIRECT MARKETING<br />METRICS<br />REPEAT CUSTOMERS<br /> LOYALTY<br />WHAT ABOUT THE SCIENCE OF HAPPINESS?<br />WHAT IF WE ALL SPENT A LITTLE TIME IN STUDYING AND LEARNING IT, HOW HAPPIER COULD WE BE?<br />
  54. 54. SOME FRAMEWORKS OF HAPPINESS<br />
  55. 55.
  56. 56.
  57. 57.
  58. 58.
  59. 59. IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR AND YOUR COMPANY’S HIGHER PURPOSE?<br />
  60. 60.
  61. 61.
  62. 62.
  63. 63.
  64. 64.
  65. 65.
  66. 66.
  67. 67.
  68. 68.
  69. 69.
  70. 70.
  71. 71.
  72. 72. charity: water<br />
  73. 73.
  74. 74.
  75. 75.
  76. 76. I CAN BE A CMP!<br />
  77. 77. FIRST…THERE WAS A BOOK<br />THEN THERE WAS A BUS TOUR<br />
  78. 78. “DELIVERING HAPPINESS<br />IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”<br />- SETH GODIN<br />
  79. 79. ICEE<br />INSPIRE<br />CONNECT<br />EDUCATE<br />EXPERIENCE<br />
  80. 80. SXSW 2011<br />
  81. 81. JUST ANNOUNCED!<br />
  82. 82. COMMUNITY<br />SUSTAINABLE<br />SCALABLE<br />COMPANY <br />WITH A <br />CAUSE<br />
  83. 83. THANK YOU<br />DELIVERINGHAPPINESS.COM<br />CULTUREBOOK.ORG<br />JOIN THE MOVEMENT!<br />JENN@DELIVERINGHAPPINESS.COM<br />facebook.com/DeliveringHappiness<br />twitter | @DHMovement | @DHMovementCEO<br />
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