SlideShare a Scribd company logo

Delivering Happiness Tony Hsieh

•Download as PPT, PDF•
•
Z
zappos
BusinessTechnology
1 of 55
Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos SXSW Interactive March 14, 2009
 
A Little About Me (Tony) My Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance Corporate Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Recent Recognition: Nice, but we pay more attention to our customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in action… Zappos is committed to WOWing every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of repeat customers and word of mouth...
Customer Service: What customers first see ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What customers experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service: What we do internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Clothing
Customer Service
Culture
Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Zappos Delivering Happiness (customers and employees) ,[object Object]
[object Object],[object Object]
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
[object Object],[object Object]
7 Steps For Building A Brand that Matters
Step #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #2 ,[object Object],[object Object]
VALUES & CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #3 ,[object Object],[object Object],[object Object],[object Object]
Commitment to Transparency: Examples ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #4 ,[object Object],[object Object],[object Object],[object Object]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Step #5 ,[object Object],[object Object],[object Object]
Step #6 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #7 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TAKE A STEP BACK What is your goal in life?
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?
RESEARCH HAS SHOWN: ,[object Object],[object Object],[object Object],[object Object]
HAPPINESS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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?
A Few Different Frameworks of HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
Maslow’s Hierarchy:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time
RECOMMENDED BOOKS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
Delivering HAPPINESS
Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Put a little Zappos in your day… …to contact me or get a tour… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

Recommended

TS25/ MODUL 6
TS25/ MODUL 6TS25/ MODUL 6
TS25/ MODUL 6amaliayusof1
 
ICMCI Competency Framework
ICMCI Competency FrameworkICMCI Competency Framework
ICMCI Competency FrameworkAngelo Kehayas
 
Swot hem sk suangpai 2020
Swot hem sk suangpai 2020Swot hem sk suangpai 2020
Swot hem sk suangpai 2020Shamsul Bin Jamaluddin
 
rancangan pengajaran harian pendidikan kesihatan
rancangan pengajaran harian pendidikan kesihatanrancangan pengajaran harian pendidikan kesihatan
rancangan pengajaran harian pendidikan kesihatanMary Lemok
 
Four Strategies to Counter the Great Resignation
Four Strategies to Counter the Great ResignationFour Strategies to Counter the Great Resignation
Four Strategies to Counter the Great ResignationBambooHR
 
Powerpoint kelas makanan
Powerpoint kelas makananPowerpoint kelas makanan
Powerpoint kelas makananNurul Huda
 
Generations Workplace Characteristics.pdf
Generations Workplace Characteristics.pdfGenerations Workplace Characteristics.pdf
Generations Workplace Characteristics.pdfJohnny Schaefer
 
After The Employee Engagement Survey: Now What? Best Practices in Communicati...
After The Employee Engagement Survey: Now What? Best Practices in Communicati...After The Employee Engagement Survey: Now What? Best Practices in Communicati...
After The Employee Engagement Survey: Now What? Best Practices in Communicati...Stephen Shinnan
 

Recommended

TS25/ MODUL 6
TS25/ MODUL 6TS25/ MODUL 6
TS25/ MODUL 6amaliayusof1
 
ICMCI Competency Framework
ICMCI Competency FrameworkICMCI Competency Framework
ICMCI Competency FrameworkAngelo Kehayas
 
Swot hem sk suangpai 2020
Swot hem sk suangpai 2020Swot hem sk suangpai 2020
Swot hem sk suangpai 2020Shamsul Bin Jamaluddin
 
rancangan pengajaran harian pendidikan kesihatan
rancangan pengajaran harian pendidikan kesihatanrancangan pengajaran harian pendidikan kesihatan
rancangan pengajaran harian pendidikan kesihatanMary Lemok
 
Four Strategies to Counter the Great Resignation
Four Strategies to Counter the Great ResignationFour Strategies to Counter the Great Resignation
Four Strategies to Counter the Great ResignationBambooHR
 
Powerpoint kelas makanan
Powerpoint kelas makananPowerpoint kelas makanan
Powerpoint kelas makananNurul Huda
 
Generations Workplace Characteristics.pdf
Generations Workplace Characteristics.pdfGenerations Workplace Characteristics.pdf
Generations Workplace Characteristics.pdfJohnny Schaefer
 
After The Employee Engagement Survey: Now What? Best Practices in Communicati...
After The Employee Engagement Survey: Now What? Best Practices in Communicati...After The Employee Engagement Survey: Now What? Best Practices in Communicati...
After The Employee Engagement Survey: Now What? Best Practices in Communicati...Stephen Shinnan
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchSabina Chaudhuri
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensCynthia Hartwig
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowAdam Audette
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentationyuksel ulgen
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Publiczappos
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos PptAdreka
 
Zappos
ZapposZappos
ZapposSarah Tarus
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Petit Web
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommercezappos
 
Zappos final
Zappos finalZappos final
Zappos finalJamie Jackson
 
Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureThor
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysisarfo ardhiyanto
 
Zappos case study
Zappos case studyZappos case study
Zappos case studyToko Bunga Surabaya
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support StoriesInfinit-O Global, Limited
 
Culture
CultureCulture
CultureReed Hastings
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 

More Related Content

Viewers also liked

Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchSabina Chaudhuri
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensCynthia Hartwig
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowAdam Audette
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentationyuksel ulgen
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Publiczappos
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos PptAdreka
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Petit Web
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommercezappos
 
Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureThor
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysisarfo ardhiyanto
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support StoriesInfinit-O Global, Limited
 

Viewers also liked (17)

Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Public
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos Ppt
 
Zappos
ZapposZappos
Zappos
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
 
Zappos final
Zappos finalZappos final
Zappos final
 
Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused Culture
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysis
 
Zappos case study
Zappos case studyZappos case study
Zappos case study
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories
 
Culture
CultureCulture
Culture
 

Similar to Delivering Happiness Tony Hsieh

Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectAlfred Lin
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 

Similar to Delivering Happiness Tony Hsieh (20)

Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine America
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 

More from zappos

IBM 5/15/18
IBM 5/15/18IBM 5/15/18
IBM 5/15/18zappos
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happinesszappos
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09zappos
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09zappos
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09zappos
 
Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09zappos
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09zappos
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09zappos
 

More from zappos (13)

IBM 5/15/18
IBM 5/15/18IBM 5/15/18
IBM 5/15/18
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09
 
Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
 

Recently uploaded

Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...Roland Driesen
 
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdfRenandantas16
 
Unlocking the Secrets of Affiliate Marketing.pdf
Unlocking the Secrets of Affiliate Marketing.pdfUnlocking the Secrets of Affiliate Marketing.pdf
Unlocking the Secrets of Affiliate Marketing.pdfOnline Income Engine
 
M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.Aaiza Hassan
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876dlhescort
 
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...anilsa9823
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Centuryrwgiffor
 
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageMatteo Carbone
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxWorkforce Group
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communicationskarancommunications
 
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Delhi Call girls
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayNZSG
 
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitProgress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitHolger Mueller
 
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key InsightsUnderstanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insightsseri bangash
 
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...lizamodels9
 
Grateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdfGrateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdfPaul Menig
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableDipal Arora
 
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...Suhani Kapoor
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...lizamodels9
 

Recently uploaded (20)

Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...Boost the utilization of your HCL environment by reevaluating use cases and f...
Boost the utilization of your HCL environment by reevaluating use cases and f...
 
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf0183760ssssssssssssssssssssssssssss00101011 (27).pdf
0183760ssssssssssssssssssssssssssss00101011 (27).pdf
 
Unlocking the Secrets of Affiliate Marketing.pdf
Unlocking the Secrets of Affiliate Marketing.pdfUnlocking the Secrets of Affiliate Marketing.pdf
Unlocking the Secrets of Affiliate Marketing.pdf
 
M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.M.C Lodges -- Guest House in Jhang.
M.C Lodges -- Guest House in Jhang.
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
 
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
 
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communications
 
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
 
Progress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst SummitProgress Report - Oracle Database Analyst Summit
Progress Report - Oracle Database Analyst Summit
 
Understanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key InsightsUnderstanding the Pakistan Budgeting Process: Basics and Key Insights
Understanding the Pakistan Budgeting Process: Basics and Key Insights
 
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
Call Girls In Holiday Inn Express Gurugram➥99902@11544 ( Best price)100% Genu...
 
Grateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdfGrateful 7 speech thanking everyone that has helped.pdf
Grateful 7 speech thanking everyone that has helped.pdf
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
 
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...
VIP Call Girls Gandi Maisamma ( Hyderabad ) Phone 8250192130 | ₹5k To 25k Wit...
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
 

Delivering Happiness Tony Hsieh

  • 1. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos SXSW Interactive March 14, 2009
  • 2.  
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Power of repeat customers and word of mouth...
  • 8.
  • 9.
  • 10.
  • 11.  
  • 12.
  • 16. Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22. 7 Steps For Building A Brand that Matters
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36. TAKE A STEP BACK What is your goal in life?
  • 37. 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?
  • 38.
  • 39.
  • 40. 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?
  • 41. A Few Different Frameworks of HAPPINESS
  • 42.
  • 44.
  • 45.
  • 46.
  • 47.
  • 49.
  • 50.  
  • 51.
  • 52.
  • 53.  
  • 54.
  • 55.