1Jamie NaughtonEmployee Engagement Strategist
2a littleaboutme…Delivering HappinessEmployee Engagement Strategist- I get to talk to people like you!Zappos.com, Inc.Spea...
3What is Delivering Happiness?• It started with a book.
4280,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK...
5What is Delivering Happiness?• It started with a book.• Then there was the bustour…
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14What is Delivering Happiness?• It started as a book.• Then there was the bus.• And now the happinessmovement…
15“DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENS TOHAVE A BOOK”- SETH GODIN
16WE HEARD FROMAROUND THEWORLDno matter what…BACKGROUNDCULTUREIDEASJOBUNIFIEDBY THE SAMEVISIONHAPPINESS
17ICEEINSPIRECONNECTEDUCATEEXPERIENCE
18Long before there was a book…1994-1995: Pizza business incollege•1996-1998: LinkExchange (onlineadvertising)•1999: Ventu...
19A service company that just happens tosellshoes, clothing, handbags, accessories,housewares…
202009 #232010 #152011 #6TOP 100 BESTCOMPANIES TOWORK FOR
21Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
221,000+ brands200,000+ styles6 million itemsin warehouse100% inventoried
23CUSTOMER EXPERIENCEWHAT DO CUSTOMERS SEE FIRST?• 800 number on every page• 24 hour customer service• Free shipping – Fre...
24CUSTOMER EXPERIENCEWHAT DO CUSTOMERS EXPERIENCE?• Fast and accurate fulfillment.• Surprise upgrades• Exceptional custome...
25What is the #1 PRIORITY?CULTURE
26HOW IS CULTURE#1 PRIORITY?Interviews – 50% Culture Based4 Weeks of TrainingPay to QuitPerformance Reviews – 100%Culture ...
27WHAT CULTURE CAN DO FOR A COMPANY„01 „02 „06„03 „04 „05 „07„00 „08GrossSales$MM$1,000800600400200NOV „09 AMAZON ACQUIRES...
28“BRAND IS ALAGGINGINDICATOR OFCULTURE”– TONY HSIEHHOW DID ZAPPOSBUILD THEIRCULTURE ANDBRAND?HOW CAN YOUAPPLY THEIRLESSON...
291. IS ITIMPORTANTTO YOU?DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?ARE YOU WILLING TO COMMITFINANCE AND TIME TO...
302. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR PERSONAL COREVALUES?WHAT ARE YOUR COMPANY’S COREVALUES?D...
31
32RESEARCH SHOWSIT DOESN’T MATTERWHAT YOURVALUES ARE, YOUJUST HAVE TOCOMMIT TO THEM
33CORE VALUESAT ZAPPOS1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be A...
343. COMMIT TOBE REAL. BE YOURSELF.YOUR CULTURE IS YOUR BRAND!EXAMPLES:“ASK ANYTHING”VENDOR EXTRANETTOURS & MEDIA VISITSCU...
35THE CULTUREBOOKTHE CULTUREBOOK
36THE CULTURE BOOKWHAT IS IT?“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING
374. VISIONDOES IT HAVE MEANING ANDPASSION BEHIND IT?CHASE THE VISION, NOT THEMONEY.WHATEVER YOU’RETHINKING…THINK BIGGER!
38Delivering HappinessCulture&ValuesPECServiceSelection
39FOREMPLOYEESWHAT’S THE LARGERVISION AND GREATERPURPOSE IN THEIRWORK BEYOND MONEYOR PROFITS?FORENTREPRENEURSWHAT WOULD YO...
40Motivationvs.Inspiration
415. BUILDRELATIONSHIPSIT’S NOT ABOUT NETWORKING ORMARKETING.IF YOU’RE INTERESTED, YOU DON’T HAVETO TRY TO BE INTERESTING....
42Personal Emotional Connection(PEC)
436. BUILD THETEAM“IF YOU WANT TO GO QUICKLY, GO ALONE.IF YOU WANT TO GO FAR, GO TOGETHER.”HIRE SLOWLY. FIRE QUICKLY.- AL ...
44TAKE A MOMENTTO THINK, WHATARE YOUR GOALSIN LIFE?
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46RESEARCH SHOWSWE’RE SUPERBAD ATPREDICTING WHATWILL BRING USSUSTAINEDHAPPINESSEXAMPLES:LOTTERY WINNERS“WHEN I GET ___, I’...
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52Perceived ControlCustomer Loyalty TeamSkill SetsNo Annual RaisesPursue raises at yourown pace by choosingwhat you want t...
53Perceived ProgressMerchandising Team5318 18 18 54
54Perceived Progress546 6 6 186 6 6 186 6 6 18
55Connectedness55ClubsPEC10%-20%Events/Happy Hours
56Delivering HappinessCulture&ValuesPECServiceSelection
57IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURCOMPANY’SHIGHER PURPOSE?
58IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURHIGHER PURPOSE?
59
60THANK YOUJOIN THE MOVEMENT!DELIVERINGHAPPINESS.COMCULTUREBOOK.ORGJAMIE@DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAP...
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Delivering Happiness 2013

  1. 1. 1Jamie NaughtonEmployee Engagement Strategist
  2. 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. 3. 3What is Delivering Happiness?• It started with a book.
  4. 4. 4280,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
  5. 5. 5What is Delivering Happiness?• It started with a book.• Then there was the bustour…
  6. 6. 6
  7. 7. 7
  8. 8. 8
  9. 9. 9
  10. 10. 10
  11. 11. 11
  12. 12. 12
  13. 13. 13
  14. 14. 14What is Delivering Happiness?• It started as a book.• Then there was the bus.• And now the happinessmovement…
  15. 15. 15“DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENS TOHAVE A BOOK”- SETH GODIN
  16. 16. 16WE HEARD FROMAROUND THEWORLDno matter what…BACKGROUNDCULTUREIDEASJOBUNIFIEDBY THE SAMEVISIONHAPPINESS
  17. 17. 17ICEEINSPIRECONNECTEDUCATEEXPERIENCE
  18. 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. 19. 19A service company that just happens tosellshoes, clothing, handbags, accessories,housewares…
  20. 20. 202009 #232010 #152011 #6TOP 100 BESTCOMPANIES TOWORK FOR
  21. 21. 21Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
  22. 22. 221,000+ brands200,000+ styles6 million itemsin warehouse100% inventoried
  23. 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. 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. 25. 25What is the #1 PRIORITY?CULTURE
  26. 26. 26HOW IS CULTURE#1 PRIORITY?Interviews – 50% Culture Based4 Weeks of TrainingPay to QuitPerformance Reviews – 100%Culture Based
  27. 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. 28“BRAND IS ALAGGINGINDICATOR OFCULTURE”– TONY HSIEHHOW DID ZAPPOSBUILD THEIRCULTURE ANDBRAND?HOW CAN YOUAPPLY THEIRLESSONS LEARNED?
  29. 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. 30. 302. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR PERSONAL COREVALUES?WHAT ARE YOUR COMPANY’S COREVALUES?DO THEY ALIGN?
  31. 31. 31
  32. 32. 32RESEARCH SHOWSIT DOESN’T MATTERWHAT YOURVALUES ARE, YOUJUST HAVE TOCOMMIT TO THEM
  33. 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. 34. 343. COMMIT TOBE REAL. BE YOURSELF.YOUR CULTURE IS YOUR BRAND!EXAMPLES:“ASK ANYTHING”VENDOR EXTRANETTOURS & MEDIA VISITSCULTURE BOOK
  35. 35. 35THE CULTUREBOOKTHE CULTUREBOOK
  36. 36. 36THE CULTURE BOOKWHAT IS IT?“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING
  37. 37. 374. VISIONDOES IT HAVE MEANING ANDPASSION BEHIND IT?CHASE THE VISION, NOT THEMONEY.WHATEVER YOU’RETHINKING…THINK BIGGER!
  38. 38. 38Delivering HappinessCulture&ValuesPECServiceSelection
  39. 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. 40. 40Motivationvs.Inspiration
  41. 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. 42. 42Personal Emotional Connection(PEC)
  43. 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. 44. 44TAKE A MOMENTTO THINK, WHATARE YOUR GOALSIN LIFE?
  45. 45. 45
  46. 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”
  47. 47. 47
  48. 48. 48
  49. 49. 49
  50. 50. 50
  51. 51. 51
  52. 52. 52Perceived ControlCustomer Loyalty TeamSkill SetsNo Annual RaisesPursue raises at yourown pace by choosingwhat you want to learn.52
  53. 53. 53Perceived ProgressMerchandising Team5318 18 18 54
  54. 54. 54Perceived Progress546 6 6 186 6 6 186 6 6 18
  55. 55. 55Connectedness55ClubsPEC10%-20%Events/Happy Hours
  56. 56. 56Delivering HappinessCulture&ValuesPECServiceSelection
  57. 57. 57IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURCOMPANY’SHIGHER PURPOSE?
  58. 58. 58IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…WHAT’S YOURHIGHER PURPOSE?
  59. 59. 59
  60. 60. 60THANK YOUJOIN THE MOVEMENT!DELIVERINGHAPPINESS.COMCULTUREBOOK.ORGJAMIE@DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT
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