Zappos - Startup School - 10-24-09

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Zappos - Startup School - 10-24-09 - Presentation Transcript

  1. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009
  2.  
  3. A Little About Me (Tony) My Background
  4. Power of repeat customers and word of mouth...
  5. Focusing on the 3 C’s
      • C lothing
      • C ustomer Service
      • C ulture
  6. Clothing
  7. Customer Service
  8. Culture
  9. Focusing on the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  10. Zappos Delivering Happiness (customers and employees)
    • “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”
    • Building Great
    • VISION
    • “ Whatever you’re thinking, think bigger.”
    • Does the vision have meaning?
    • Chase the vision, not the money…
  11. VISION
    • “ Don’t chase the paper, chase the dream.”
    • Sean Combs aka “Puff Daddy” to rapper
    • Biggie Smalls aka “Notorious B.I.G.”
    • in Notorious
  12. ENTREPRENEURS:
    • “ What would you be passionate about doing for 10 years even if you never made a dime?”
  13. EMPLOYEES:
    • What’s the larger vision and greater purpose in their work beyond money or profits?
    • CULTURE
    • “ Committable Core Values”
  14. Zappos Core Values
      • 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
    • It doesn’t matter what your core values are… as long as you commit to them.
    • ALIGNMENT
    • MOTIVATION
    • vs.
    • INSPIRATION
    • Vision & Culture
    • CAN INSPIRE
    • Passion & Purpose
  15. Evolution of Zappos Brand Transcends shoes & service
      • 1999 Selection
      • 2003 Customer Service
      • 2005 Culture and core values as our platform
      • 2007 Personal Emotional Connection
      • 2009 Delivering Happiness
  16.  
  17. TAKE A STEP BACK What is your goal in life?
  18. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  19. RESEARCH HAS SHOWN:
    • HAPPINESS
    • People are very bad at predicting what will bring them sustained happiness.
    • “ When I get ___, I will be happy.”
    • “ When I achieve ___, I will be happy.”
  20. HAPPINESS:
    • There is a SCIENCE behind many aspects of business including:
      • conversion
      • psychology of buying
      • direct marketing
      • customer acquisition metrics
      • repeat customer behavior, etc.
    • What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINIESS ?
    • How much HAPPIER could you be?
  21. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  22. A Few Different Frameworks of HAPPINESS
    • Perceived Control
    • Perceived Progress
    • Connectedness
    • Vision / Meaning
    • (Being part of something bigger than yourself)
  23. Maslow’s Hierarchy:
    • Pleasure / Rock Star
    • (Chasing the next high)
    • Passion / Flow
    • (Engagement – time flies)
    • Higher Purpose / Meaning
    • (Being part of something bigger than yourself)
    3 TYPES OF HAPPINESS time time time
      • Email [email_address] for:
        • A copy of this presentation
        • FREE culture book
        • (need physical mailing address)
    • What % of your time do you want to spend learning about the SCIENCE of HAPPINESS?
    • How can the SCIENCE of HAPPINESS help your business, your brand, and yourself?
  24. GREAT BUSINESS Profits Passion Purpose
    • Pleasure
    • Passion
    • Purpose
    HAPPINESS GREAT BUSINESS Profits Passion Purpose time time time
    • If the research shows that
    • vision / meaning / higher purpose
    • leads to happiness…
    • What is your company’s higher purpose?
    • What is your higher purpose?
  25. Delivering HAPPINESS
  26. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009
  27.  

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