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?
It all starts with Vision and Values
SAY: Our values should guide every conversation we have, every decision we make, and every interaction we have among our team members and with our customers. Our values should anchor every product and service we provide and every channel we operate. If we can’t link what we do to one of our values, we should ask ourselves why we’re doing it. It’s that simple. We believe in values lived, not phrases memorized. If we had to choose, we’d rather have a team member who lives by our values than one who just memorizes them. As you read our Vision and Values booklet as pre work did it describe you? Did it make you reflect on what you do when you encounter actions or behaviors that are not aligned with our values? We all know IT ALL STARTS WITH VISION AND VALUES…but lets pause for a second... You are probably thinking THIS is not as easy especially when trust levels for our industry continue to ebb and flow.
Does anyone know this guy? 72% unhappy. Either disengaged, working below potential, or actively sabatoging 1 in 7. Is it you? Is it person next to you? Your boss?
Formula was emerging … became secret sauce… Tony was seeing, IT’S ALL ABOUT HAPPINESS! not only in life, also in business So he set out to incorporate as much happiness in new culture at zappos as he could The idea of happiness as a business model was born
• “WHEN I GET _____,
I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
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 FOR A COPY, JUST EMAIL ME
CORE VALUES AT ZAPPOS 1.
Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
CULTURE AND CUSTOMER SERVICE $2B*
COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
FOR EMPLOYEES WHAT’S THE LARGER
VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEUR S WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS? 4. VISION
SOME FRAMEWORKS LEARNED ALONG THE
WAY… TOP 5 I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE HAPPIER …NOT WORKED SO HARD …STAYED IN TOUCH WITH FRIENDS …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… # 1
THEN GO TO… BUILD ENVIRONMENT
+ PROVIDE TOOLS = ENGAGEMENT/SUCCESS I know what I am supposed to do. I have the resources I need. I am set up for success. I receive regular recognition. I feel connected and cared about.
BE TRUE TO YOUR UNIQUE
SELF CONNECTEDNESS USE PEC (PERSONAL AND EMOTIONAL CONNECTIONS) VISION | MEANING BE PART OF SOMETHING BIGGER THAN YOURSELF ALIGN YOUR ACTIONS AND BEHAVIORS WITH YOUR VALUES (PERSONAL + COMPANY) NEXT STEPS…IMAGINE
BUILD TEAM HAPPINESS PERCEIVED PROGRESS
DEFINE AND CELEBRATE MILESTONES PERCEIVED CONTROL WHAT I DO MATTERS CONNECT TO THE PURPOSE ENCOURAGE TEAM TO BRING THEIR UNIQUE AND BEST SELF TO WORK CONNECTEDNESS REINFORCE THE VALUES THAT YOU AND YOUR TEAM LIVE EVERY DAY THAT ALIGNS TO YOUR VISION/VALUES BUILD YOUR TEAM’S RELATIONSHIPS NEXT STEPS…IMAGINE