Delivering Happiness

Jamie Naughton
Employee Engagement Strategist

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)

What is Delivering Happiness?
It started with a book.

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

It started with a book.
Then there was the bus tour…

BEFORE
AFTER

charity: water

It started as a book.
Then there was the bus.
And now the happiness movement…

“DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS TO
HAVE A BOOK”
- SETH GODIN

WE HEARD FROM AROUND THE WORLD
no matter what…
BACKGROUND
CULTURE
IDEAS
JOB
UNIFIED
BY THE SAME
VISION
HAPPINESS

ICEE
INSPIRE
CONNECT
EDUCATE
EXPERIENCE

Long before there was a book…
1994-1995: Pizza business in college
1996-1998: LinkExchange(online advertising)
1999: Venture Frogs (investment fund)
1999-Today: Zappos.com, Inc.

A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…

2009 #23
2010 #15
2011 #6
TOP 100 BEST COMPANIES TO WORK FOR

Headquarters: Henderson, NV
Fulfillment: Shepherdsville, KY
2000+ employees

1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried

CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS SEE FIRST?
800 number on every page
24 hour customer service
Free shipping – Free returns
365 day return policy

CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS EXPERIENCE?
Fast and accurate fulfillment.
Surprise upgrades
Exceptional customer service
Direct to competitors website
No call times/quotas/sales goals

The 3 C’s
Culture
Customer Service
Clothing

What is the #1 PRIORITY?
CULTURE

HOW IS CULTURE
#1 PRIORITY?
Interviews – 50% Culture Based
5 Weeks of Training
Pay to Quit
Performance Reviews – 100% Culture Based

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

HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?
HOW CAN YOU APPLY THEIR LESSONS LEARNED?
“BRAND IS A LAGGING INDICATOR OF CULTURE”
– TONY HSIEH

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?

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?

EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?
(LET ALONE LIVE BY THEM)?

RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM

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

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

THE CULTURE BOOK
THE CULTURE BOOK

THE CULTURE BOOK
WHAT IS IT?
“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”
COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING

4. VISION
DOES IT HAVE MEANING AND PASSION BEHIND IT?
CHASE THE VISION, NOT THE MONEY.
WHATEVER YOU’RE THINKING…THINK BIGGER!

VISION
Selection

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?

VISION
Motivation
vs.
Inspiration

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

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)

TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?

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”

MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSE
AND MEANING
BEING PART OF SOMETHING BIGGER THAN SELF

IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR COMPANY’S HIGHER PURPOSE?

IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR HIGHER PURPOSE?

THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
CULTUREBOOK.ORG
JAMIE@DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT

Delivering Happiness

by Jamie Naughton

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