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Happiness Preso 2009-12-04 Ragan
 

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.”

Happiness Preso 2009-12-04 Ragan Happiness Preso 2009-12-04 Ragan Presentation Transcript

  • Delivering Happiness
    A path to profits, passion, and purpose
    Alfred Lin
    © 2009 sunnibrown.com
  • It all started with pizza…
    © 2009 sunnibrown.com
  • A Little About Me (Alfred)
    ’97-’98
    ’94
    ’99
    ’05 - Today
    ’01-’05
    © 2009 sunnibrown.com
  • ZAPPOS AT A GLANCE
    *
    Founded in 1999
    700 in
    Las Vegas
    700 in
    Lewisville
    1400
    employees
    © 2009 sunnibrown.com
  • 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
  • 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
  • Customers come.
    Then they come back.
    Then they order more and more often!
    © 2009 sunnibrown.com
  • 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
  • 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
  • SERVICE
    Building Customer Loyalty
    No scripts
    No call times
    No upselling
    Ensure every phone call is a brand-building experience
    © 2009 sunnibrown.com
  • 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
  • Culture
    (the #1 priority)
    Hiring for culture
    5 weeks of training
    $2000 to quit
    Culture book
    Twitter helps build culture
    © 2009 sunnibrown.com
  • Clothing, Customer Service, Culture
    Culture
    Customer Service
    Clothing
  • lothing
    © 2009 sunnibrown.com
  • ustomer Service
    © 2009 sunnibrown.com
  • ulture
    © 2009 sunnibrown.com
  • Clothing, Customer Service, Culture
    Culture
    Customer Service
    Clothing
  • 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
  • ulture =
    COMMITTABLE
    COREVALUES
    Don’t make your core values
    just a meaningless plaque on the wall…
    © 2009 sunnibrown.com
  • An Example of CORE
    VALUES
    © 2009 sunnibrown.com
  • 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
  • Building Great…
  • 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
    • Twitter
    • “Ask Anything” employee newsletter
    • Openness with vendors
    • Tours
    • Reporter visits
    • Sharing internal information with other companies
    Examples of Transparency
  • That’s great, but it
    wouldnever work
    at my company…
    © 2009 sunnibrown.com
  • “It doesn’t matter
    what your core values are…
    as long as you commit to them.
    ALIGNMENT
    © 2009 sunnibrown.com
  • HAVE A VISION.
    Whatever you’re thinking, think bigger.
    © 2009 sunnibrown.com
  • 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
  • What would you do
    passionatelyfor
    10years without
    making a dime?
    © 2009 sunnibrown.com
  • What’s the greater vision and purpose of employees’ work?
    Go beyond the profit motive.
    © 2009 sunnibrown.com
  • Motivation is different
    from inspiration.
    © 2009 sunnibrown.com
    • 1999 Selection
    • 2003 Customer Service
    • 2005 Culture and core values as our platform
    • 2007 Personal Emotional Connection
    • 2009 Delivering Happiness
    Evolution of a Brand
  • Take a step back.
    Stop and ask yourself:
    What is your goal in life?
    © 2009 sunnibrown.com
  • 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
  • Research has shown that people
    are very bad at predicting what
    will bring us sustained
    happiness.
    © 2009 sunnibrown.com
  • 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:
  • “If happiness is your goal,
    ask why 5 times about every matter.”
    – TaiichiOhno
    why
    why
    why
    why
    © 2009 sunnibrown.com
  • 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
  • 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
  • A FEW DIFFERENT
    ON HAPPINESS
    f
    r
    a
    m
    e
    w
    o
    s
    r
    k
    © 2009 sunnibrown.com
  • Perceived Control
    Perceived Progress
    Connectedness
    Vision / Meaning
    (Being part of something bigger than yourself)
    A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
  • Maslow’s Hierarchy:
  • 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
  • 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
  • Important
    Questions
    © 2009 sunnibrown.com
  • 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
  • If the research shows that
    vision / meaning / higher purpose
    leads to happiness…
    What is your company’s higher purpose?
    What is your higher purpose?
  • Recommended Books
  • PEAK
    Chip Conley
    TRIBAL LEADERSHIP
    Dave Logan, John King & Halee Fischer-Wright
    FOUR HOUR WORK WEEK
    Tim Ferriss
    HAPPINESS HYPOTHESIS
    Jonathan Haidt
    RECOMMENDED BOOKS:
  • 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!
  • Delivering Happiness
    A path to profits, passion, and purpose
    Alfred Lin
    © 2009 sunnibrown.com