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Bright Spot Delivering Happiness
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Bright Spot Delivering Happiness

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Beta version of the Zappos presentation designed for Tony. Don't mind the bloopers within. Just go with the general flow. :)

Beta version of the Zappos presentation designed for Tony. Don't mind the bloopers within. Just go with the general flow. :)

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  • Zappos is Powered by SERVICE - Best online shopping experience possibleFast fulfillment and Fast, free shipping, Expedited delivery (redundancy here – email Brian)
  • ZAPPOS on TVTV: Oprah, ABC Nightline, 60 Minutes (don’t need the years and Tony can say ‘nice but we pay more attention to our customers)
  • ZAPPOS IN THE NEWSMagazines: #23 on Fortune’s “100 Best Companies to Work For”. (Tony should say Highest ranking debut for a newcomer)
  • ZAPPOS IS COMMITTED TO ‘WOW’ING EVERY CUSTOMER (Tony can indicate that they’ve seen the service value prop in action)
  • Customers come. (Tony states the stats)Then they come back. (Tony states the stats)And when they come back, they order more and more often. (Tony states the stats)
  • SB (Now) Slide 11:The reason why it’s acceptable to remove the stats on the slide before is because (a) these types of things need to be STATED, not read (b) no one will remember the minutiae/numbers and (c) this slide punctuates their success and people will remember the visual of the exponential increase.
  • With our Employees:5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);
  • WE TAKE OWNERSHIP OF THE THREE Cs (or WE OWN THE THREE Cs) – (Ask Tony/Brian)
  • SB (Now) Slide 21 (or deleted preferably):I don’t love the pyramid and the flow to the next slide would be just fine without it. Do we really need it? And is the meaning implied by a pyramid really the importance? Ask Tony and Brian.
  • “People may not remember exactly what you did, or what you said, but they will always remember how you made them feel.” (Tony’s quote in PP – tell him you found the real one and the author.)
  • Culture = Committable Core Values‘Committable Core Values’ represented by image of person standing with a heart on his shirt and a heart on a flag that’s stuck in the ground next to him, that he’s holding proudly (metaphor is that you put a stake in the ground when you commit to something).Keep four photos but array them like a stack of books, spread arched like a deck of cards.(Ask Tony and Brian if the pictures of the Culture books serve a particular purpose?)
  • SB (Now) Slide 35Text “It doesn’t matter what your core values are…as long as you commit to them. Remove the word ‘Alignment’ (Ask Tony and Brian about this. Does he really want to say that it doesn’t matter what your core values are?)
  • SB (Now) Slide 37Text ‘Step 1: Sooner rather than later, DECIDE if you’re trying to build a long-term, sustainable brand.’ (Remove the words ‘Requires more patience with revenues & profits in order to lay the foundation. He can say that.)
  • SB (Now) Slide 39Smaller but exact version of DECIDE text above Then ‘Figure out values and culture with two arrows going overhead pointing to ‘personal’ and ‘company.’ Two arrows underneath point to ‘ALIGN’ and ‘LIVE THE BRAND.’ (Remove the words ‘Start early. It is surprisingly harder than you think. It doesn’t matter what the values are. Some of this he’s already included before and others he can say in his presentation.)
  • SB (Now) Slide 40Text ‘Step 3: COMMIT TO TRANSPARENCY’ Text fade to gray. Text in my own handwritten font – larger than the 10 committable values earlier which are in Hand of Sean font. None of the 7 will have images because the font will serve as a word picture. Remove the words ‘don’t try to be someone you’re not – he can say that.’ First, ‘Your culture IS your brand’ and then ‘Be real and you have nothing to fear.’
  • SB (Now) Slide 42Text Step 4: VISION – Whatever you’re thinking, think bigger. (Remove Does the vision have meaning? (Tony can say) And ‘Chase the vision, not the money.’ Because that’s on the next slide basically)
  • SB (Now) Slide 43Text’ Don’t Chase the paper, chase the dream.’ (Hand of Sean font) Photo of Biggie with hand-drawn frame around him like the other photos of employees. Remove the word ‘vision’ and all the other text. Also, confirm that it’s okay to put Puff Daddy’s photo in there since he’s the one with the actual quote.
  • SB (Now) Slide 44Text ‘What would you do passionately for 10 years without making a dime? (Remove the word entrepreneurs. Tony can say.)
  • SB (Now) Slide 45What’s the greater vision and purpose of employees’ work – beyond the profit motive?’(Remove the word ‘employees.’ Included in question.)
  • (Now) Slide 50Text ‘Step 7: “There is no get-rich formula (above and in Hand of Sean font), THINK LONG TERM’ in my own handwritten font. (Remove the words ‘overnight successes are years in the making, both personally and in business.’ Tony can say.)
  • SB (Now) Slide 53“Get an education. (Why?) Have a great career. (Why?) Save money. (Why?) Retire early. (Why?) Spend time with your family. (Why?) Happiness.” Use Slide 37 Prototype B as sample for image. (Only need one of these threads of thought to get the point across.)
  • SB (Now) Slide 54Image of someone at a slot machine. Research has shown (in hand of sean font), PEOPLE ARE VERY BAD AT PREDICTING WHAT WILL BRING THEM SUSTAINED HAPPINESS.” Remove “when I get ___, I will be happy and When I achieve _____, I will be happy.”
  • SB (Now) Slide 58Text: Perceived Control, Perceived Progress, Connectedness, Vision and Meaning(Need to know where this came from so it can have an actual framework name, like Maslow’s Hierarchy.)
  • Not sure if I need to recreate the following slides – may be just for SXSW? Can’t include all the links because it takes too much time, no one will read them all, can’t see them in small font and don’t want a string of slides. Probably need to mention the following:  Follow me on TwitterEmail me for copy of this presentation.Take a Zappos Tour! SB (Now) Slide 66Repeat of pizza illustration slide. SB (Now) Slide 67Text: Zappos: Delivering Happiness Image: repeat of title slide.
  • Transcript

    • 1. Delivering Happiness
      Tony Hsieh, CEO
    • 2. It all started with pizza…
    • 3. MY BACKGROUND
      ’96-’98
      ’94-’95
      ’99
      ’99 - Today
    • 4. ZAPPOS AT A GLANCE
      *
      Founded in 1999
      700 in
      Las Vegas
      700 in
      Lewisville
      1400
      employees
    • 5. ZAPPOS AT A GLANCE
      4 million
      warehouse
      items
      100%
      inventoried
      BEST
      SELECTION!
    • 6. Zappos is powered by
      SERVICE!
      Fast, FREE
      shipping
      FREE return
      shipping
      Fast, friendly
      expert customer
      loyalty team
      365-day
      return policy
      Fast
      fulfillment
    • 7. Zapposon TV!
    • 8. Zapposin the News!
      “50 Most
      Innovative
      Companies”
      “100 Best
      Companies
      to Work For”
      “Top 25
      Customer
      Service Champs”
    • 9. Zappos is committed to
      WOWing every customer.
      365-day returns!
    • 10. Customers come.
      Then they come back.
      Then they order more and more often!
    • 11. The Power of WOW
      $1,000
      800
      Gross Sales $MM
      600
      400
      200
      ‘01
      ‘02
      ‘06
      ‘03
      ‘04
      ‘05
      ‘07
      ‘00
      ‘08
    • 12. SERVICE
      What customers notice first
      24/7 customer service
      800 number on every page
      365-day return policy
      Free return shipping
      Free shipping
    • 13. SERVICE
      What customers experience next
      Redirection to competitors’ sites
      Fast, accurate fulfillment
      Surprise upgrades to overnight shipping
      Above-and-beyond customer service
    • 14. SERVICE
      How we ensure it with our employees
      $2000 incentive to quit
      5 weeks of training
      No sales-based performance goals
      No call times
    • 15. SERVICE
      How we ensure it through our policies
      Use of the telephone and Twitter
      Culture Books
      24/7 warehouse
      All products inventoried –
      no drop shipping
      50% of interviews and performance
      reviews based on values and culture fit
    • 16.
    • 17. WE OWN THE 3
      S
    • 18. lothing
    • 19. ustomer Service
    • 20. ulture
    • 21. “I’ve learned that people will forget what you said,
      people will forget what you did, but
      people will never forget how you made them feel.”
      - Maya Angelou
    • 22. ulture =
      COMMITTABLE
      COREVALUES
    • 23. ZAPPOS
      CORE
      VALUES
    • 24. Deliver
      through
      service.
    • 25. Embrace and drive change.
    • 26. Create fun and alittle
      weirdness.
    • 27. Be adventurous, creative
      and open-minded.
    • 28. growth
      Pursue
      and learning.
    • 29. Build open and
      honest relationships
      with communication.
    • 30. Build a positive
      team and
      family spirit.
    • 31. Do more with less.
    • 32. Be passionate
      and determined.
      Delivery!
    • 33. Be humble.
    • 34. That’s great for
      Zappos but it
      wouldnever work
      at my company…
    • 35. “It doesn’t matter
      what your core values are…
      as long as you commit to them.
    • 36. S
      7
      P
      E
      TO BUILDING A
      T
      S
      BRAND THAT
      MATTERS
    • 37. Sooner rather than later,
      DECIDE
      if you’re trying to build a long-
      term, sustainable brand.
      STEP 1:
    • 38. STEP 2:
      Figure out
      values
      and culture.
    • 39. company
      personal
      Values
      Culture
      Live the brand!
      Align!
    • 40. STEP 3:
      Commit to
      transparency.
    • 41. transparency
      tours and reporter
      visits
      “Ask Anything”
      newsletter
      extranet for
      vendors
      twitter.zappos.com
      zapposinsights.com
    • 42. STEP 4:
      HAVE A VISION.
      Whatever you’re thinking, think bigger.
    • 43. WORDS OF WISDOM
      Don’t chase
      the paper;
      chase the
      DREAM.
      Sean Combs, a.k.a.
      “Puff Daddy”
      Biggie Smalls, a.k.a. “Notorious B.I.G., ”
    • 44. What would you do
      passionatelyfor
      10years without
      making a dime?
    • 45. What’s the greater vision and purpose of employees’ work?
      Go beyond the profit motive.
    • 46. Motivation is different
      from inspiration.
    • 47. STEP 5:
      BUILD RELATIONSHIPS.
      Don’t “network.”
    • 48. STEP 6:
      BUILD YOURTEAM.
      Hire slowly, fire quickly.
    • 49. If you want to go quickly, go alone. If you want to go far, go together.
      – African proverb
    • 50. STEP 7:
      THINK LONG TERM.
      There is no get-rich formula.
    • 51. Stop and ask yourself:
      What is your goal in life?
    • 52. “If happiness is your goal,
      ask why 5 times about every matter.”
      – TaiichiOhno
      why
      why
      why
      why
    • 53. Get an education. Why?
      Have a great career. Why?
      Save money. Why?
      Retire early. Why?
      Spend time with your family. Why?
    • 54. Research has shown that people
      are very bad at predicting what
      will bring us sustained
      happiness.
    • 55. There’s a science behind business.
      conversion
      psychology of buying
      direct marketing
      repeat customer behavior
      customer acquisition metrics
    • 56. What if we studied
      the science behind happiness?
    • 57. A FEW DIFFERENT
      ON HAPPINESS
      f
      r
      a
      m
      e
      w
      o
      s
      r
      k
    • 58. Perceived Control, Perceived Progress, Connectedness, Vision and Meaning
    • 59. Maslow’s Hierarchy
      Self
      Actualization
      Self-Esteem
      Love/Belonging
      Safety
      Physiological
    • 60. TYPES OF HAPPINESS
      Rock Star (Pleasure)
      Flow (Engagement)
      Meaning (Higher Purpose)
    • 61. 2 Important
      Questions
    • 62. If research shows that vision and a higher purpose leads to happiness…
    • 63. …what percentage of your time
      are you willing to spend learning
      the science of happiness?’
    • 64. How can the science of happiness
      help your business,
      your brand,
      and yourself?
    • 65. Recommended Books