Delivering Happiness
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Delivering Happiness

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Delivering Happiness

Delivering Happiness

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    Delivering Happiness Delivering Happiness Presentation Transcript

    • 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
    • What is Delivering Happiness?
      It started with a book.
      Then there was the bus tour…
    • BEFORE
      AFTER
    • charity: water
    • What is Delivering Happiness?
      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