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Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
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Delivering Happiness

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Delivering Happiness

Delivering Happiness

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  • 1. Jamie Naughton<br />Employee Engagement Strategist <br />
  • 2. a little about me…<br />Delivering Happiness <br />Employee Engagement Strategist<br />- I get to talk to people like you!<br />Zappos.com, Inc. <br />Speaker of the House<br />- 6+ years (Human Resources, Engagement, Operations)<br />
  • 3. What is Delivering Happiness? <br />It started with a book.<br />
  • 4. 280,000+ COPIES SOLD<br />17+ LANGUAGES/COUNTRIES<br />2010 BEST OF LISTS<br /> AMAZON CUSTOMER FAVORITE<br /> NPR MARKETPLACE<br /> INC. MAGAZINE<br /> NEW YORK POST<br /> READWRITEWEB<br />#1 BESTSELLER LISTS<br />NYTIMES<br /> WSJ<br /> AMAZON<br /> BARNES & NOBLE<br /> BORDERS<br />
  • 5. What is Delivering Happiness? <br />It started with a book.<br />Then there was the bus tour…<br />
  • 6.
  • 7. BEFORE<br />AFTER<br />
  • 8.
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  • 21. charity: water<br />
  • 22.
  • 23.
  • 24. What is Delivering Happiness? <br />It started as a book.<br />Then there was the bus.<br />And now the happiness movement…<br />
  • 25. “DELIVERING <br />HAPPINESS <br />IS A MOVEMENT<br />THAT HAPPENS TO <br /> HAVE A BOOK”<br />- SETH GODIN<br />
  • 26. WE HEARD FROM AROUND THE WORLD<br />no matter what…<br />BACKGROUND<br />CULTURE<br />IDEAS<br />JOB<br />UNIFIED<br />BY THE SAME <br />VISION<br />HAPPINESS<br />
  • 27. ICEE<br />INSPIRE<br />CONNECT<br />EDUCATE<br />EXPERIENCE<br />
  • 28. Long before there was a book…<br />1994-1995: Pizza business in college<br /><ul><li>1996-1998: LinkExchange(online advertising)
  • 29. 1999: Venture Frogs (investment fund)
  • 30. 1999-Today: Zappos.com, Inc.</li></li></ul><li>A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…<br />
  • 31. 2009 #23<br /> 2010 #15<br />2011 #6<br />TOP 100 BEST COMPANIES TO WORK FOR<br />
  • 32. Headquarters: Henderson, NV<br />Fulfillment: Shepherdsville, KY<br />2000+ employees<br />
  • 33. 1,000+ brands<br />200,000+ styles<br />6 million items <br />in warehouse<br />100% inventoried <br />
  • 34. CUSTOMER EXPERIENCE<br />WHAT DO CUSTOMERS SEE FIRST?<br /><ul><li>800 number on every page
  • 35. 24 hour customer service
  • 36. Free shipping – Free returns
  • 37. 365 day return policy</li></li></ul><li>CUSTOMER EXPERIENCE<br />WHAT DO CUSTOMERS EXPERIENCE?<br /><ul><li>Fast and accurate fulfillment.
  • 38. Surprise upgrades
  • 39. Exceptional customer service
  • 40. Direct to competitors website
  • 41. No call times/quotas/sales goals</li></li></ul><li>The 3 C’s<br />Culture<br />Customer Service<br />Clothing<br />
  • 42. What is the #1 PRIORITY?<br />CULTURE<br />
  • 43. HOW IS CULTURE <br />#1 PRIORITY?<br />Interviews – 50% Culture Based<br />5 Weeks of Training<br />Pay to Quit<br />Performance Reviews – 100% Culture Based<br />
  • 44. WHAT CULTURE CAN DO FOR A COMPANY<br />$1,000<br />800<br />Gross Sales $MM<br />600<br />400<br />200<br />NOV ‘09 AMAZON ACQUIRES ZAPPOS<br />$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING<br />‘01<br />‘02<br />‘06<br />‘03<br />‘04<br />‘05<br />‘07<br />‘00<br />‘08<br />
  • 45. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?<br />HOW CAN YOU APPLY THEIR LESSONS LEARNED?<br />“BRAND IS A LAGGING INDICATOR OF CULTURE” <br />– TONY HSIEH<br />
  • 46. 1. IS IT IMPORTANT TO YOU?<br />DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?<br />ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?<br />HOW HIGH A PRIORITY WILL IT BE?<br />
  • 47. 2. DEFINE YOUR CORE VALUES<br />IT’S HARD, SO START EARLY.<br />WHAT ARE YOUR PERSONAL CORE VALUES?<br />WHAT ARE YOUR COMPANY’S CORE VALUES?<br />DO THEY ALIGN?<br />
  • 48. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?<br />(LET ALONE LIVE BY THEM)?<br />
  • 49. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM<br />
  • 50. CORE VALUES AT ZAPPOS<br /> Deliver WOW Through Service<br /> Embrace and Drive Change<br /> Create Fun and a Little Weirdness<br /> Be Adventurous, Creative, and Open-Minded<br /> Pursue Growth and Learning<br /> Build Open and Honest Relationships With Communication<br /> Build a Positive Team and Family Spirit<br /> Do More with Less<br /> Be Passionate and Determined<br /> Be Humble<br />
  • 51. 3. COMMIT TOTRANSPARENCY<br />BE REAL. BE YOURSELF.<br />YOUR CULTUREIS YOUR BRAND!<br />EXAMPLES:<br />TWITTER.ZAPPOS.COM<br />“ASK ANYTHING”<br />VENDOR EXTRANET<br />TOURS & MEDIA VISITS<br />ZAPPOS INSIGHTS<br />CULTURE BOOK<br />
  • 52. THE CULTURE BOOK<br />THE CULTURE BOOK<br />
  • 53. THE CULTURE BOOK<br />WHAT IS IT?<br />“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?” <br />COMPLETELY UNEDITED <br />EXCEPT FOR TYPOS AND SPELLING<br />
  • 54. 4. VISION<br />DOES IT HAVE MEANING AND PASSION BEHIND IT?<br />CHASE THE VISION, NOT THE MONEY.<br />WHATEVER YOU’RE THINKING…THINK BIGGER!<br />
  • 55. VISION<br />Selection<br />
  • 56. VISION<br />FOR <br />EMPLOYEES<br />WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?<br />FOR <br />ENTREPRENEURS<br />WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?<br />
  • 57. VISION<br />Motivation <br />vs. <br />Inspiration<br />
  • 58. 5. BUILD RELATIONSHIPS<br />IT’S NOT ABOUT NETWORKING OR MARKETING.<br />IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.<br />EXAMPLES:<br />ZCN Clubs<br />PEC<br />10-20% MGR Rule<br />
  • 59. 6. BUILD THE TEAM<br />“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”<br />HIRE SLOWLY. FIRE QUICKLY.<br />- AL GORE, FROM AN AFRICAN PROVERB <br /> (THAT’S NOT AL GORE)<br />
  • 60. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?<br />
  • 61.
  • 62. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS<br />EXAMPLES:<br />LOTTERY WINNERS<br />“WHEN I GET ___, I’LL BE HAPPY”<br />“WHEN I ACHIEVE ____, I’LL BE HAPPY”<br />
  • 63.
  • 64.
  • 65. MOST LONG-TERM, FULFILLING HAPPINESS<br />HIGHER PURPOSE<br />AND MEANING<br />BEING PART OF SOMETHING BIGGER THAN SELF<br />
  • 66.
  • 67. IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR COMPANY’S HIGHER PURPOSE?<br />
  • 68. IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR HIGHER PURPOSE?<br />
  • 69.
  • 70. THANK YOU<br />JOIN THE MOVEMENT!<br />DELIVERINGHAPPINESS.COM<br />CULTUREBOOK.ORG<br />JAMIE@DELIVERINGHAPPINESS.COM<br />FACEBOOK.COM/DELIVERINGHAPPINESS<br />TWITTER | @DHMOVEMENT<br />

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