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

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