5. • “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.
7. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK
BOTTOM
TIM
E
HAPPINESS
+|
OH
@#$%
14. WF VISION:
We want to satisfy all our
customers’ financial needs and
help them succeed financially.
WF VALUES:
People
Ethics
“What’s right for customers”
Diversity & Inclusion
Leadership
15. HOW IS CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK
17. 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
18.
19. 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
21. 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
24. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?
HOW ?
25. 1.
COMMITMENT
DO YOU WANT TO BUILD A
LONG-TERM, SUSTAINABLE
BRAND?
ARE YOU WILLING TO
COMMIT FINANCES,
RESOURCES, AND TIME TO IT?
HOW LONG WILL IT BE A
PRIORITY?
28. 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
30. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE BASED ON
VALUES.
31. SOME FRAMEWORKS
LEARNED ALONG THE WAY…
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
32. 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
38. 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.
40. 550,000+ COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
57. 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
58. 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
59. CHANGE YOUR WORLD,
CHANGE THE WORLD
HIGHER PURPOSE
WHAT ARE YOU/YOUR TEAM DOING
BIGGER THAN BOTH
NEXT STEPS…IMAGINE
61. HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.CO
M
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
Editor's Notes
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