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Delivering Happiness

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Delivering Happiness

  1. 1. Jamie Naughton<br />Employee Engagement Strategist <br />
  2. 2. a little about me…<br />Delivering Happiness <br />Employee Engagement Strategist<br />- I get to talk to people like you!<br />Zappos.com, Inc. <br />Speaker of the House<br />- 6+ years (Human Resources, Engagement, Operations)<br />
  3. 3. What is Delivering Happiness? <br />It started with a book.<br />
  4. 4. 280,000+ COPIES SOLD<br />17+ LANGUAGES/COUNTRIES<br />2010 BEST OF LISTS<br /> AMAZON CUSTOMER FAVORITE<br /> NPR MARKETPLACE<br /> INC. MAGAZINE<br /> NEW YORK POST<br /> READWRITEWEB<br />#1 BESTSELLER LISTS<br />NYTIMES<br /> WSJ<br /> AMAZON<br /> BARNES & NOBLE<br /> BORDERS<br />
  5. 5. What is Delivering Happiness? <br />It started with a book.<br />Then there was the bus tour…<br />
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  7. 7. BEFORE<br />AFTER<br />
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  21. 21. charity: water<br />
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  24. 24. What is Delivering Happiness? <br />It started as a book.<br />Then there was the bus.<br />And now the happiness movement…<br />
  25. 25. “DELIVERING <br />HAPPINESS <br />IS A MOVEMENT<br />THAT HAPPENS TO <br /> HAVE A BOOK”<br />- SETH GODIN<br />
  26. 26. WE HEARD FROM AROUND THE WORLD<br />no matter what…<br />BACKGROUND<br />CULTURE<br />IDEAS<br />JOB<br />UNIFIED<br />BY THE SAME <br />VISION<br />HAPPINESS<br />
  27. 27. ICEE<br />INSPIRE<br />CONNECT<br />EDUCATE<br />EXPERIENCE<br />
  28. 28. Long before there was a book…<br />1994-1995: Pizza business in college<br /><ul><li>1996-1998: LinkExchange(online advertising)
  29. 29. 1999: Venture Frogs (investment fund)
  30. 30. 1999-Today: Zappos.com, Inc.</li></li></ul><li>A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…<br />
  31. 31. 2009 #23<br /> 2010 #15<br />2011 #6<br />TOP 100 BEST COMPANIES TO WORK FOR<br />
  32. 32. Headquarters: Henderson, NV<br />Fulfillment: Shepherdsville, KY<br />2000+ employees<br />
  33. 33. 1,000+ brands<br />200,000+ styles<br />6 million items <br />in warehouse<br />100% inventoried <br />
  34. 34. CUSTOMER EXPERIENCE<br />WHAT DO CUSTOMERS SEE FIRST?<br /><ul><li>800 number on every page
  35. 35. 24 hour customer service
  36. 36. Free shipping – Free returns
  37. 37. 365 day return policy</li></li></ul><li>CUSTOMER EXPERIENCE<br />WHAT DO CUSTOMERS EXPERIENCE?<br /><ul><li>Fast and accurate fulfillment.
  38. 38. Surprise upgrades
  39. 39. Exceptional customer service
  40. 40. Direct to competitors website
  41. 41. No call times/quotas/sales goals</li></li></ul><li>The 3 C’s<br />Culture<br />Customer Service<br />Clothing<br />
  42. 42. What is the #1 PRIORITY?<br />CULTURE<br />
  43. 43. HOW IS CULTURE <br />#1 PRIORITY?<br />Interviews – 50% Culture Based<br />5 Weeks of Training<br />Pay to Quit<br />Performance Reviews – 100% Culture Based<br />
  44. 44. WHAT CULTURE CAN DO FOR A COMPANY<br />$1,000<br />800<br />Gross Sales $MM<br />600<br />400<br />200<br />NOV ‘09 AMAZON ACQUIRES ZAPPOS<br />$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING<br />‘01<br />‘02<br />‘06<br />‘03<br />‘04<br />‘05<br />‘07<br />‘00<br />‘08<br />
  45. 45. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?<br />HOW CAN YOU APPLY THEIR LESSONS LEARNED?<br />“BRAND IS A LAGGING INDICATOR OF CULTURE” <br />– TONY HSIEH<br />
  46. 46. 1. IS IT IMPORTANT TO YOU?<br />DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?<br />ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?<br />HOW HIGH A PRIORITY WILL IT BE?<br />
  47. 47. 2. DEFINE YOUR CORE VALUES<br />IT’S HARD, SO START EARLY.<br />WHAT ARE YOUR PERSONAL CORE VALUES?<br />WHAT ARE YOUR COMPANY’S CORE VALUES?<br />DO THEY ALIGN?<br />
  48. 48. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?<br />(LET ALONE LIVE BY THEM)?<br />
  49. 49. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM<br />
  50. 50. CORE VALUES AT ZAPPOS<br /> Deliver WOW Through Service<br /> Embrace and Drive Change<br /> Create Fun and a Little Weirdness<br /> Be Adventurous, Creative, and Open-Minded<br /> Pursue Growth and Learning<br /> Build Open and Honest Relationships With Communication<br /> Build a Positive Team and Family Spirit<br /> Do More with Less<br /> Be Passionate and Determined<br /> Be Humble<br />
  51. 51. 3. COMMIT TOTRANSPARENCY<br />BE REAL. BE YOURSELF.<br />YOUR CULTUREIS YOUR BRAND!<br />EXAMPLES:<br />TWITTER.ZAPPOS.COM<br />“ASK ANYTHING”<br />VENDOR EXTRANET<br />TOURS & MEDIA VISITS<br />ZAPPOS INSIGHTS<br />CULTURE BOOK<br />
  52. 52. THE CULTURE BOOK<br />THE CULTURE BOOK<br />
  53. 53. THE CULTURE BOOK<br />WHAT IS IT?<br />“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?” <br />COMPLETELY UNEDITED <br />EXCEPT FOR TYPOS AND SPELLING<br />
  54. 54. 4. VISION<br />DOES IT HAVE MEANING AND PASSION BEHIND IT?<br />CHASE THE VISION, NOT THE MONEY.<br />WHATEVER YOU’RE THINKING…THINK BIGGER!<br />
  55. 55. VISION<br />Selection<br />
  56. 56. VISION<br />FOR <br />EMPLOYEES<br />WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?<br />FOR <br />ENTREPRENEURS<br />WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?<br />
  57. 57. VISION<br />Motivation <br />vs. <br />Inspiration<br />
  58. 58. 5. BUILD RELATIONSHIPS<br />IT’S NOT ABOUT NETWORKING OR MARKETING.<br />IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.<br />EXAMPLES:<br />ZCN Clubs<br />PEC<br />10-20% MGR Rule<br />
  59. 59. 6. BUILD THE TEAM<br />“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”<br />HIRE SLOWLY. FIRE QUICKLY.<br />- AL GORE, FROM AN AFRICAN PROVERB <br /> (THAT’S NOT AL GORE)<br />
  60. 60. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?<br />
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  62. 62. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS<br />EXAMPLES:<br />LOTTERY WINNERS<br />“WHEN I GET ___, I’LL BE HAPPY”<br />“WHEN I ACHIEVE ____, I’LL BE HAPPY”<br />
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  65. 65. MOST LONG-TERM, FULFILLING HAPPINESS<br />HIGHER PURPOSE<br />AND MEANING<br />BEING PART OF SOMETHING BIGGER THAN SELF<br />
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  67. 67. IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR COMPANY’S HIGHER PURPOSE?<br />
  68. 68. IF RESEARCH SHOWS <br />VISION<br />MEANING<br />HIGHER PURPOSE<br />LEADS TO HAPPINESS…<br />WHAT’S YOUR HIGHER PURPOSE?<br />
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  70. 70. THANK YOU<br />JOIN THE MOVEMENT!<br />DELIVERINGHAPPINESS.COM<br />CULTUREBOOK.ORG<br />JAMIE@DELIVERINGHAPPINESS.COM<br />FACEBOOK.COM/DELIVERINGHAPPINESS<br />TWITTER | @DHMOVEMENT<br />

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