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Happiness Preso 2009-12-04 Ragan
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Happiness Preso 2009-12-04 Ragan

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  • SB (Now) Slide 54Image of someone at a slot machine. Research has shown (in hand of sean font), PEOPLE ARE VERY BAD AT PREDICTING WHAT WILL BRING THEM SUSTAINED HAPPINESS.” Remove “when I get ___, I will be happy and When I achieve _____, I will be happy.”
  • Transcript

    • 1. Delivering Happiness
      A path to profits, passion, and purpose
      Alfred Lin
      © 2009 sunnibrown.com
    • 2. It all started with pizza…
      © 2009 sunnibrown.com
    • 3. A Little About Me (Alfred)
      ’97-’98
      ’94
      ’99
      ’05 - Today
      ’01-’05
      © 2009 sunnibrown.com
    • 4. ZAPPOS AT A GLANCE
      *
      Founded in 1999
      700 in
      Las Vegas
      700 in
      Lewisville
      1400
      employees
      © 2009 sunnibrown.com
    • 5. Zappos at a Glance
      Powered by SERVICE!
      Fast, FREE
      shipping
      FREE return
      shipping
      Fast, friendly
      expert customer
      loyalty team
      365-day
      return policy
      Fast
      fulfillment
      Best Selection
      4M items / 100% inventoried
      © 2009 sunnibrown.com
    • 6. Public recognition is nice but remember to pay more attention to CUSTOMERS!
      “50 Most
      Innovative
      Companies”
      “100 Best
      Companies
      to Work For”
      “Top 25
      Customer
      Service Champs”
      © 2009 sunnibrown.com
    • 7. Customers come.
      Then they come back.
      Then they order more and more often!
      © 2009 sunnibrown.com
    • 8. The Power of WOW
      $1,000
      800
      Gross Sales $MM
      600
      400
      200
      ‘01
      ‘02
      ‘06
      ‘03
      ‘04
      ‘05
      ‘07
      ‘00
      ‘08
      © 2009 sunnibrown.com
    • 9. SERVICE
      What customers notice first
      24/7 customer service
      800 number on every page
      365-day return policy
      Free return shipping
      Free shipping
      © 2009 sunnibrown.com
    • 10. SERVICE
      Building Customer Loyalty
      No scripts
      No call times
      No upselling
      Ensure every phone call is a brand-building experience
      © 2009 sunnibrown.com
    • 11. SERVICE
      What customers experience next
      Redirection to competitors’ sites
      Fast, accurate fulfillment
      Surprise upgrades to overnight shipping
      Above-and-beyond customer service
      © 2009 sunnibrown.com
    • 12. Culture
      (the #1 priority)
      Hiring for culture
      5 weeks of training
      $2000 to quit
      Culture book
      Twitter helps build culture
      © 2009 sunnibrown.com
    • 13. Clothing, Customer Service, Culture
      Culture
      Customer Service
      Clothing
    • 14. lothing
      © 2009 sunnibrown.com
    • 15. ustomer Service
      © 2009 sunnibrown.com
    • 16. ulture
      © 2009 sunnibrown.com
    • 17. Clothing, Customer Service, Culture
      Culture
      Customer Service
      Clothing
    • 18. 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.”
      © 2009 sunnibrown.com
    • 19. ulture =
      COMMITTABLE
      COREVALUES
      Don’t make your core values
      just a meaningless plaque on the wall…
      © 2009 sunnibrown.com
    • 20. An Example of CORE
      VALUES
      © 2009 sunnibrown.com
    • 21. Be adventurous, creativeand open-minded.
      Embrace and
      Create fun and a little
      Deliver
      through
      service.
      drive change.
      Pursue growth and learning.
      weirdness.
      Do more with less.
      Be passionate and determined.
      Build open and honest
      Build a positive team and family spirit.
      Delivery
      relationships w/ communication.
      Be humble.
      © 2009 sunnibrown.com
    • 22. Building Great…
    • 23. COMMIT TO TRANSPARENCY
      “Be real and you have nothing to fear”
      Your culture is your brand
      Don’t try to be someone you are not
    • 24.
      • Twitter
      • 25. “Ask Anything” employee newsletter
      • 26. Openness with vendors
      • 27. Tours
      • 28. Reporter visits
      • 29. Sharing internal information with other companies
      Examples of Transparency
    • 30. That’s great, but it
      wouldnever work
      at my company…
      © 2009 sunnibrown.com
    • 31. “It doesn’t matter
      what your core values are…
      as long as you commit to them.
      ALIGNMENT
      © 2009 sunnibrown.com
    • 32. HAVE A VISION.
      Whatever you’re thinking, think bigger.
      © 2009 sunnibrown.com
    • 33. WORDS OF WISDOM
      Don’t chase
      the paper;
      chase the
      DREAM.
      Sean Combs, a.k.a.
      “Puff Daddy”
      Biggie Smalls, a.k.a. “Notorious B.I.G., ”
      © 2009 sunnibrown.com
    • 34. What would you do
      passionatelyfor
      10years without
      making a dime?
      © 2009 sunnibrown.com
    • 35. What’s the greater vision and purpose of employees’ work?
      Go beyond the profit motive.
      © 2009 sunnibrown.com
    • 36. Motivation is different
      from inspiration.
      © 2009 sunnibrown.com
    • 37.
      • 1999 Selection
      • 38. 2003 Customer Service
      • 39. 2005 Culture and core values as our platform
      • 40. 2007 Personal Emotional Connection
      • 41. 2009 Delivering Happiness
      Evolution of a Brand
    • 42. Take a step back.
      Stop and ask yourself:
      What is your goal in life?
      © 2009 sunnibrown.com
    • 43. WHAT IS YOUR GOAL IN LIFE?
      Grow Company
      Get a Great Job
      Boyfriend / Girlfriend
      Be Healthy
      why?
      why?
      why?
      why?
      Retire Early
      Make Money
      Find Soul Mate
      Run Faster
      why?
      why?
      why?
      why?
      Spend Time w/ Family
      Buy A Home
      Get Married
      Run A Marathon
      why?
      why?
      why?
      why?
      HAPPINESS
    • 44. Research has shown that people
      are very bad at predicting what
      will bring us sustained
      happiness.
      © 2009 sunnibrown.com
    • 45. 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.”
      RESEARCH HAS SHOWN:
    • 46. “If happiness is your goal,
      ask why 5 times about every matter.”
      – TaiichiOhno
      why
      why
      why
      why
      © 2009 sunnibrown.com
    • 47. 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 HAPPINESS?
      How much HAPPIER could you be?
      Happiness
    • 48. WHAT IS YOUR GOAL IN LIFE?
      Grow Company
      Get a Great Job
      Boyfriend / Girlfriend
      Be Healthy
      why?
      why?
      why?
      why?
      Retire Early
      Make Money
      Find Soul Mate
      Run Faster
      why?
      why?
      why?
      why?
      Spend Time w/ Family
      Buy A Home
      Get Married
      Run A Marathon
      why?
      why?
      why?
      why?
      HAPPINESS
    • 49. A FEW DIFFERENT
      ON HAPPINESS
      f
      r
      a
      m
      e
      w
      o
      s
      r
      k
      © 2009 sunnibrown.com
    • 50. Perceived Control
      Perceived Progress
      Connectedness
      Vision / Meaning
      (Being part of something bigger than yourself)
      A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
    • 51. Maslow’s Hierarchy:
    • 52. Rock Star
      (Pleasure – chasing the next high)
      Flow
      (Engagement – time flies)
      Meaning/Higher Purpose
      (Being part of something bigger than yourself)
      3 TYPES OF HAPPINESS
      time
      time
      time
    • 53. Happy Great Great
      PeopleEmployeesBusinesses
      Pleasure Job Profits
      Chasing highs Comp/Benefits Financial Performance
      Flow Career Passion
      Engagement Recognition Passion
      Meaning Calling Purpose
      Purpose PurposePurpose
      time
      time
      time
    • 54. Important
      Questions
      © 2009 sunnibrown.com
    • 55. 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?
      © 2009 sunnibrown.com
    • 56. If the research shows that
      vision / meaning / higher purpose
      leads to happiness…
      What is your company’s higher purpose?
      What is your higher purpose?
    • 57. Recommended Books
    • 58. PEAK
      Chip Conley
      TRIBAL LEADERSHIP
      Dave Logan, John King & Halee Fischer-Wright
      FOUR HOUR WORK WEEK
      Tim Ferriss
      HAPPINESS HYPOTHESIS
      Jonathan Haidt
      RECOMMENDED BOOKS:
    • 59. Email alfred@zappos.com for:
      This presentation
      Free culture book
      (need physical mailing address)
      Go to http://tours.zappos.com for:
      Tour of our offices when you’re next in Las Vegas
      (takes about an hour)
      We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
      Contact info and tours!
    • 60. Delivering Happiness
      A path to profits, passion, and purpose
      Alfred Lin
      © 2009 sunnibrown.com