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

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  • 1.
  • 2. FIRST…<br />THERE WAS A BOOK<br />
  • 3. LABOR DAY 2009<br />(LENTICULAR)<br />
  • 4. SXSW 2010<br />
  • 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.
  • 7.
  • 8.
  • 9. THEN, THERE WAS A <br />BUS TOUR<br />
  • 10.
  • 11.
  • 12.
  • 13.
  • 14. before<br />after<br />
  • 15.
  • 16. But before we get on the bus…<br />
  • 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. “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. 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. ZAPPOS AT A GLANCE<br />Zappos is “Powered by Service”<br /><ul><li>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.</li></ul>3500employees currently<br /><ul><li>1100 in NV
  • 23. 2400 in KY</li></ul>FORTUNE MAGAZINE’s “100 Best Companies To Work For” <br /><ul><li>2009 #23
  • 24. 2010 #15
  • 25. 2011 #6</li></ul>Founded in 1999<br />
  • 26. Best selection<br /><ul><li>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)</li></ul>“a woman’s dream closet…”<br />
  • 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. #1 PRIORITY?<br />CULTURE<br />
  • 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. 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. 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. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE LUNCHROOM PLAQUE<br />(LET ALONE LIVE BY THEM)?<br />
  • 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. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM<br />
  • 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. 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. 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. 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. 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. 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. THE CULTURE BOOK<br />THE CULTURE BOOK<br />
  • 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. SO WHAT’S <br />THE POINT<br />
  • 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. 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. WHAT’S YOUR BUSINESS?<br />
  • 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. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?<br />
  • 51.
  • 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. 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. SOME FRAMEWORKS OF HAPPINESS<br />
  • 55.
  • 56.
  • 57.
  • 58.
  • 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.
  • 61.
  • 62.
  • 63.
  • 64.
  • 65.
  • 66.
  • 67.
  • 68.
  • 69.
  • 70.
  • 71.
  • 72. charity: water<br />
  • 73.
  • 74.
  • 75.
  • 76. I CAN BE A CMP!<br />
  • 77. FIRST…THERE WAS A BOOK<br />THEN THERE WAS A BUS TOUR<br />
  • 78. “DELIVERING HAPPINESS<br />IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”<br />- SETH GODIN<br />
  • 79. ICEE<br />INSPIRE<br />CONNECT<br />EDUCATE<br />EXPERIENCE<br />
  • 80. SXSW 2011<br />
  • 81. JUST ANNOUNCED!<br />
  • 82. COMMUNITY<br />SUSTAINABLE<br />SCALABLE<br />COMPANY <br />WITH A <br />CAUSE<br />
  • 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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