Delivering Happiness

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Delivering Happiness

Delivering Happiness

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  • 1. Jamie Naughton
    Employee Engagement Strategist
  • 2. a little about me…
    Delivering Happiness
    Employee Engagement Strategist
    - I get to talk to people like you!
    Zappos.com, Inc.
    Speaker of the House
    - 6+ years (Human Resources, Engagement, Operations)
  • 3. What is Delivering Happiness?
    It started with a book.
  • 4. 280,000+ COPIES SOLD
    17+ LANGUAGES/COUNTRIES
    2010 BEST OF LISTS
    AMAZON CUSTOMER FAVORITE
    NPR MARKETPLACE
    INC. MAGAZINE
    NEW YORK POST
    READWRITEWEB
    #1 BESTSELLER LISTS
    NYTIMES
    WSJ
    AMAZON
    BARNES & NOBLE
    BORDERS
  • 5. What is Delivering Happiness?
    It started with a book.
    Then there was the bus tour…
  • 6.
  • 7. BEFORE
    AFTER
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21. charity: water
  • 22.
  • 23.
  • 24. What is Delivering Happiness?
    It started as a book.
    Then there was the bus.
    And now the happiness movement…
  • 25. “DELIVERING
    HAPPINESS
    IS A MOVEMENT
    THAT HAPPENS TO
    HAVE A BOOK”
    - SETH GODIN
  • 26. WE HEARD FROM AROUND THE WORLD
    no matter what…
    BACKGROUND
    CULTURE
    IDEAS
    JOB
    UNIFIED
    BY THE SAME
    VISION
    HAPPINESS
  • 27. ICEE
    INSPIRE
    CONNECT
    EDUCATE
    EXPERIENCE
  • 28. Long before there was a book…
    1994-1995: Pizza business in college
    • 1996-1998: LinkExchange(online advertising)
    • 29. 1999: Venture Frogs (investment fund)
    • 30. 1999-Today: Zappos.com, Inc.
  • A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
  • 31. 2009 #23
    2010 #15
    2011 #6
    TOP 100 BEST COMPANIES TO WORK FOR
  • 32. Headquarters: Henderson, NV
    Fulfillment: Shepherdsville, KY
    2000+ employees
  • 33. 1,000+ brands
    200,000+ styles
    6 million items
    in warehouse
    100% inventoried
  • 34. CUSTOMER EXPERIENCE
    WHAT DO CUSTOMERS SEE FIRST?
    • 800 number on every page
    • 35. 24 hour customer service
    • 36. Free shipping – Free returns
    • 37. 365 day return policy
  • CUSTOMER EXPERIENCE
    WHAT DO CUSTOMERS EXPERIENCE?
    • Fast and accurate fulfillment.
    • 38. Surprise upgrades
    • 39. Exceptional customer service
    • 40. Direct to competitors website
    • 41. No call times/quotas/sales goals
  • The 3 C’s
    Culture
    Customer Service
    Clothing
  • 42. What is the #1 PRIORITY?
    CULTURE
  • 43. HOW IS CULTURE
    #1 PRIORITY?
    Interviews – 50% Culture Based
    5 Weeks of Training
    Pay to Quit
    Performance Reviews – 100% Culture Based
  • 44. WHAT CULTURE CAN DO FOR A COMPANY
    $1,000
    800
    Gross Sales $MM
    600
    400
    200
    NOV ‘09 AMAZON ACQUIRES ZAPPOS
    $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
    ‘01
    ‘02
    ‘06
    ‘03
    ‘04
    ‘05
    ‘07
    ‘00
    ‘08
  • 45. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?
    HOW CAN YOU APPLY THEIR LESSONS LEARNED?
    “BRAND IS A LAGGING INDICATOR OF CULTURE”
    – TONY HSIEH
  • 46. 1. IS IT IMPORTANT TO YOU?
    DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?
    ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?
    HOW HIGH A PRIORITY WILL IT BE?
  • 47. 2. DEFINE YOUR CORE VALUES
    IT’S HARD, SO START EARLY.
    WHAT ARE YOUR PERSONAL CORE VALUES?
    WHAT ARE YOUR COMPANY’S CORE VALUES?
    DO THEY ALIGN?
  • 48. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?
    (LET ALONE LIVE BY THEM)?
  • 49. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
  • 50. CORE VALUES AT ZAPPOS
    Deliver WOW Through Service
    Embrace and Drive Change
    Create Fun and a Little Weirdness
    Be Adventurous, Creative, and Open-Minded
    Pursue Growth and Learning
    Build Open and Honest Relationships With Communication
    Build a Positive Team and Family Spirit
    Do More with Less
    Be Passionate and Determined
    Be Humble
  • 51. 3. COMMIT TOTRANSPARENCY
    BE REAL. BE YOURSELF.
    YOUR CULTUREIS YOUR BRAND!
    EXAMPLES:
    TWITTER.ZAPPOS.COM
    “ASK ANYTHING”
    VENDOR EXTRANET
    TOURS & MEDIA VISITS
    ZAPPOS INSIGHTS
    CULTURE BOOK
  • 52. THE CULTURE BOOK
    THE CULTURE BOOK
  • 53. THE CULTURE BOOK
    WHAT IS IT?
    “WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”
    COMPLETELY UNEDITED
    EXCEPT FOR TYPOS AND SPELLING
  • 54. 4. VISION
    DOES IT HAVE MEANING AND PASSION BEHIND IT?
    CHASE THE VISION, NOT THE MONEY.
    WHATEVER YOU’RE THINKING…THINK BIGGER!
  • 55. VISION
    Selection
  • 56. VISION
    FOR
    EMPLOYEES
    WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?
    FOR
    ENTREPRENEURS
    WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
  • 57. VISION
    Motivation
    vs.
    Inspiration
  • 58. 5. BUILD RELATIONSHIPS
    IT’S NOT ABOUT NETWORKING OR MARKETING.
    IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
    EXAMPLES:
    ZCN Clubs
    PEC
    10-20% MGR Rule
  • 59. 6. BUILD THE TEAM
    “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)
  • 60. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
  • 61.
  • 62. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS
    EXAMPLES:
    LOTTERY WINNERS
    “WHEN I GET ___, I’LL BE HAPPY”
    “WHEN I ACHIEVE ____, I’LL BE HAPPY”
  • 63.
  • 64.
  • 65. MOST LONG-TERM, FULFILLING HAPPINESS
    HIGHER PURPOSE
    AND MEANING
    BEING PART OF SOMETHING BIGGER THAN SELF
  • 66.
  • 67. IF RESEARCH SHOWS
    VISION
    MEANING
    HIGHER PURPOSE
    LEADS TO HAPPINESS…
    WHAT’S YOUR COMPANY’S HIGHER PURPOSE?
  • 68. IF RESEARCH SHOWS
    VISION
    MEANING
    HIGHER PURPOSE
    LEADS TO HAPPINESS…
    WHAT’S YOUR HIGHER PURPOSE?
  • 69.
  • 70. THANK YOU
    JOIN THE MOVEMENT!
    DELIVERINGHAPPINESS.COM
    CULTUREBOOK.ORG
    JAMIE@DELIVERINGHAPPINESS.COM
    FACEBOOK.COM/DELIVERINGHAPPINESS
    TWITTER | @DHMOVEMENT