Delivering Happiness 2013

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  • 1. 1Jamie NaughtonEmployee Engagement Strategist
  • 2. 2a littleaboutme…Delivering HappinessEmployee Engagement Strategist- I get to talk to people like you!Zappos.com, Inc.Speaker of the House- 6+ years (Human Resources, Engagement, Operations)R&DCommunityand MediaCulture
  • 3. 3What is Delivering Happiness?• It started with a book.
  • 4. 4280,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
  • 5. 5What is Delivering Happiness?• It started with a book.• Then there was the bustour…
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  • 14. 14What is Delivering Happiness?• It started as a book.• Then there was the bus.• And now the happinessmovement…
  • 15. 15“DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENS TOHAVE A BOOK”- SETH GODIN
  • 16. 16WE HEARD FROMAROUND THEWORLDno matter what…BACKGROUNDCULTUREIDEASJOBUNIFIEDBY THE SAMEVISIONHAPPINESS
  • 17. 17ICEEINSPIRECONNECTEDUCATEEXPERIENCE
  • 18. 18Long before there was a book…1994-1995: Pizza business incollege•1996-1998: LinkExchange (onlineadvertising)•1999: Venture Frogs (investmentfund)•1999-Today: Zappos.com, Inc.
  • 19. 19A service company that just happens tosellshoes, clothing, handbags, accessories,housewares…
  • 20. 202009 #232010 #152011 #6TOP 100 BESTCOMPANIES TOWORK FOR
  • 21. 21Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
  • 22. 221,000+ brands200,000+ styles6 million itemsin warehouse100% inventoried
  • 23. 23CUSTOMER EXPERIENCEWHAT DO CUSTOMERS SEE FIRST?• 800 number on every page• 24 hour customer service• Free shipping – Free returns• 365 day return policy
  • 24. 24CUSTOMER EXPERIENCEWHAT DO CUSTOMERS EXPERIENCE?• Fast and accurate fulfillment.• Surprise upgrades• Exceptional customer service• Direct to competitors website• No call times/quotas/sales goals
  • 25. 25What is the #1 PRIORITY?CULTURE
  • 26. 26HOW IS CULTURE#1 PRIORITY?Interviews – 50% Culture Based4 Weeks of TrainingPay to QuitPerformance Reviews – 100%Culture Based
  • 27. 27WHAT CULTURE CAN DO FOR A COMPANY„01 „02 „06„03 „04 „05 „07„00 „08GrossSales$MM$1,000800600400200NOV „09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
  • 28. 28“BRAND IS ALAGGINGINDICATOR OFCULTURE”– TONY HSIEHHOW DID ZAPPOSBUILD THEIRCULTURE ANDBRAND?HOW CAN YOUAPPLY THEIRLESSONS LEARNED?
  • 29. 291. IS ITIMPORTANTTO YOU?DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?ARE YOU WILLING TO COMMITFINANCE AND TIME TO IT?HOW HIGH A PRIORITY WILL IT BE?
  • 30. 302. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR PERSONAL COREVALUES?WHAT ARE YOUR COMPANY’S COREVALUES?DO THEY ALIGN?
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  • 32. 32RESEARCH SHOWSIT DOESN’T MATTERWHAT YOURVALUES ARE, YOUJUST HAVE TOCOMMIT TO THEM
  • 33. 33CORE VALUESAT ZAPPOS1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
  • 34. 343. COMMIT TOBE REAL. BE YOURSELF.YOUR CULTURE IS YOUR BRAND!EXAMPLES:“ASK ANYTHING”VENDOR EXTRANETTOURS & MEDIA VISITSCULTURE BOOK
  • 35. 35THE CULTUREBOOKTHE CULTUREBOOK
  • 36. 36THE CULTURE BOOKWHAT IS IT?“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING
  • 37. 374. VISIONDOES IT HAVE MEANING ANDPASSION BEHIND IT?CHASE THE VISION, NOT THEMONEY.WHATEVER YOU’RETHINKING…THINK BIGGER!
  • 38. 38Delivering HappinessCulture&ValuesPECServiceSelection
  • 39. 39FOREMPLOYEESWHAT’S THE LARGERVISION AND GREATERPURPOSE IN THEIRWORK BEYOND MONEYOR PROFITS?FORENTREPRENEURSWHAT WOULD YOU BEPASSIONATE ABOUT DOINGIF YOU DIDN’T FEARFAILURE AND DIDN’T MAKEANY MONEY FOR 10YEARS?
  • 40. 40Motivationvs.Inspiration
  • 41. 415. BUILDRELATIONSHIPSIT’S NOT ABOUT NETWORKING ORMARKETING.IF YOU’RE INTERESTED, YOU DON’T HAVETO TRY TO BE INTERESTING.EXAMPLES:ZCN Clubs10-20% MGR RulePEC
  • 42. 42Personal Emotional Connection(PEC)
  • 43. 436. BUILD THETEAM“IF YOU WANT TO GO QUICKLY, GO ALONE.IF YOU WANT TO GO FAR, GO TOGETHER.”HIRE SLOWLY. FIRE QUICKLY.- AL GORE, FROM AN AFRICAN PROVERB(THAT’S NOT AL GORE)
  • 44. 44TAKE A MOMENTTO THINK, WHATARE YOUR GOALSIN LIFE?
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  • 46. 46RESEARCH SHOWSWE’RE SUPERBAD ATPREDICTING WHATWILL BRING USSUSTAINEDHAPPINESSEXAMPLES:LOTTERY WINNERS“WHEN I GET ___, I’LL BE HAPPY”“WHEN I ACHIEVE ____, I’LL BE HAPPY”
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  • 52. 52Perceived ControlCustomer Loyalty TeamSkill SetsNo Annual RaisesPursue raises at yourown pace by choosingwhat you want to learn.52
  • 53. 53Perceived ProgressMerchandising Team5318 18 18 54
  • 54. 54Perceived Progress546 6 6 186 6 6 186 6 6 18
  • 55. 55Connectedness55ClubsPEC10%-20%Events/Happy Hours
  • 56. 56Delivering HappinessCulture&ValuesPECServiceSelection
  • 57. 57IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURCOMPANY’SHIGHER PURPOSE?
  • 58. 58IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURHIGHER PURPOSE?
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  • 60. 60THANK YOUJOIN THE MOVEMENT!DELIVERINGHAPPINESS.COMCULTUREBOOK.ORGJAMIE@DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT