Delivering Happiness - Women's Leadership Conference - 03.16.11

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  • 1.
  • 2. FIRST…
    THERE WAS A BOOK
  • 3. LABOR DAY 2009
    (LENTICULAR)
  • 4. SXSW 2010
  • 5. #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
  • 6.
  • 7.
  • 8.
  • 9. THEN, THERE WAS A
    BUS TOUR
  • 10.
  • 11.
  • 12.
  • 13.
  • 14. before
    after
  • 15.
  • 16. But before we get on the bus…
  • 17. 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.
  • 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
  • 19. The Power of WOW
    $1,000
    800
    Gross Sales $MM
    600
    400
    200
    ‘01
    ‘02
    ‘06
    ‘03
    ‘04
    ‘05
    ‘07
    ‘00
    ‘08
  • 20. ZAPPOS AT A GLANCE
    Zappos is “Powered by Service”
    • Providing the best online shopping experiencepossible.
    • 21. Fast, free shipping. Free return shipping. 365-day returnpolicy.
    • 22. Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
    3500employees currently
    • 1100 in NV
    • 23. 2400 in KY
    FORTUNE MAGAZINE’s “100 Best Companies To Work For”
    Founded in 1999
  • 26. Best selection
    • Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs.
    • 27. 5 million items in warehouse
    • 28. 100% of products inventoried (no drop ship)
    “a woman’s dream closet…”
  • 29. 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?
  • 30. #1 PRIORITY?
    CULTURE
  • 31. HOW IS CULTURE
    #1 PRIORITY?
    HIRING FOR CULTURE
    5 WEEKS OF TRAINING
    $4000 offer
    ZAPPOS CULTURE BOOK
    TWITTER
  • 32. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?
    HOW CAN YOU APPLY THEIR LESSONS LEARNED?
    “BRAND IS A LAGGING INDICATOR OF CULTURE”
    – TONY HSIEH
  • 33. 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?
  • 34. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE LUNCHROOM PLAQUE
    (LET ALONE LIVE BY THEM)?
  • 35. 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?
  • 36. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
  • 37. 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
  • 38. 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
  • 39. 4. VISION
    DOES IT HAVE MEANING AND PASSION BEHIND IT?
    CHASE THE VISION, NOT THE MONEY.
    DOES IT INSPIRE (VS. MOTIVATE)?
  • 40. 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?
  • 41. 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.”
    -
  • 42. 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!
  • 43. THE CULTURE BOOK
    THE CULTURE BOOK
  • 44. 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
  • 45. SO WHAT’S
    THE POINT
  • 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
  • 47. 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
  • 48. WHAT’S YOUR BUSINESS?
  • 49. 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?
  • 50. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
  • 51.
  • 52. 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”
  • 53. 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?
  • 54. SOME FRAMEWORKS OF HAPPINESS
  • 55.
  • 56.
  • 57.
  • 58.
  • 59. IF RESEARCH SHOWS
    VISION
    MEANING
    HIGHER PURPOSE
    LEADS TO HAPPINESS…
    WHAT’S YOUR AND YOUR COMPANY’S HIGHER PURPOSE?
  • 60.
  • 61.
  • 62.
  • 63.
  • 64.
  • 65.
  • 66.
  • 67.
  • 68.
  • 69.
  • 70.
  • 71.
  • 72. charity: water
  • 73.
  • 74.
  • 75.
  • 76. I CAN BE A CMP!
  • 77. FIRST…THERE WAS A BOOK
    THEN THERE WAS A BUS TOUR
  • 78. “DELIVERING HAPPINESS
    IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”
    - SETH GODIN
  • 79. ICEE
    INSPIRE
    CONNECT
    EDUCATE
    EXPERIENCE
  • 80. SXSW 2011
  • 81. JUST ANNOUNCED!
  • 82. COMMUNITY
    SUSTAINABLE
    SCALABLE
    COMPANY
    WITH A
    CAUSE
  • 83. THANK YOU
    DELIVERINGHAPPINESS.COM
    CULTUREBOOK.ORG
    JOIN THE MOVEMENT!
    JENN@DELIVERINGHAPPINESS.COM
    facebook.com/DeliveringHappiness
    twitter | @DHMovement | @DHMovementCEO