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10qin2M Slides Tony Hsieh - Zappos October 2009

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This is the two-minute slideshow version of my ten-question interview with Tony Hsieh of Zappos, which is now a part of Amazon.

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10qin2M Slides Tony Hsieh - Zappos October 2009

  1. 1. 10QatAtime<br />technology<br />leadership<br />interviews<br />*<br />Ten-question interviews<br /> with top technology leaders<br />(*the 2-minute slideshow version)<br />
  2. 2. DELIVERING HAPPINESS<br />Ten questions with <br />Zappos CEO <br />Tony<br />Hsieh<br />After Tony Hsieh finished at Harvard with a computer science degree, he sold his online advertising company, LinkExchange, to Microsoft for $265 million. That was in 1998, when he was <br />24. Zappos was just one of several online projects he helped bankroll through his next company, Venture Frogs. Now with 1,600 employees, 500 of whom are in the call center, Zappos is unlike a lot of companies in this economy – they are hiring.<br />
  3. 3. “…we like to think about what we want our brand and culture to be like 10 or even 20 years down the line… relationships are much more important...”<br />10QatAtimeINTERVIEWS <br />Q1) When you talk about Zappos long-term philosophy, how long is “really long-term?” <br />www.10QatAtime.com<br />
  4. 4. “I don’t really pay attention to what our competitors are saying. We just listen to our customers. But I’m sure they are paying attention to our competitors…”<br />10QatAtimeINTERVIEWS <br />Q2) Why doyour competitors believe a 24/7 toll-free number, free return shipping and other Zappos policies won’t work for them? <br />www.10QatAtime.com<br />
  5. 5. “Our goal is for Zappos to eventually become a household name, so the greatest opportunity is from increasing our total number of purchasing customers… ” <br />10QatAtimeINTERVIEWS <br />Q3) With 11 million customers, and 75% return customers, where do you see the biggest room for improvement?<br />www.10QatAtime.com<br />
  6. 6. “…Our belief is that everyone is a little weird. This is more a fun way of saying that we recognize and celebrate everyone’s individuality, and we want people’s true personalities to shine.” <br />10QatAtimeINTERVIEWS <br />Q4) Part of the corporate culture at Zappos includes “a little weirdness.” What does that look like? <br />www.10QatAtime.com<br />
  7. 7. “…When I refer to the science of happiness, I’m referring to actual research… People are very bad at predicting what will actually make them happy in the long term.” <br />10QatAtimeINTERVIEWS <br />Q5) What makes the “science of happiness” at the core of your business philosophy a science? <br />www.10QatAtime.com<br />
  8. 8. “I think it’s because people don’t realize that our brains are designed to detect what’s different, as in positive or negative . … at some point, what’s changed becomes the new norm…”<br />10QatAtimeINTERVIEWS <br />Q6) Why do you think that is? Are they just overly optimistic, short-sighted or superficial?<br />www.10QatAtime.com<br />
  9. 9. “We don’t really look at twitter as a marketing vehicle … What we care about is being able to connect with our customers on a more personal level...” <br />10QatAtimeINTERVIEWS <br />Q7) How have social networks like twitter translated to the bottom line, and how do you quantify the impact?<br />www.10QatAtime.com<br />
  10. 10. 10QatAtimeINTERVIEWS <br />Q8) Where have you found the tools that allow you to scale your technology and other resources?<br />“We’ve generally developed our own tools internally.” <br />www.10QatAtime.com<br />
  11. 11. “The most important lessons I’ve learned from public speaking are to only speak about topics you are passionate about and to tell personal stories. Those two things are more important than anything else...” <br />10QatAtimeINTERVIEWS <br />Q9) Are there any habits you have to break when you’re creating or delivering a presentation? <br />www.10QatAtime.com<br />
  12. 12. “Actually, I am currently working on a book, and the working title is Delivering Happiness. I’m thinking about (a subtitle) along the lines of How to combine profits, passion, and purpose.” <br /> * (update: “Delivering Happiness” debuted at #1 on the NYT bestseller list, and stayed on the list for 27 weeks. )<br />10QatAtimeINTERVIEWS <br />Q10) If you were to write a book about Zappos, is there a theme that comes to mind? <br />www.10QatAtime.com<br />
  13. 13. DELIVERING HAPPINESS<br />Ten question interviews with top technology leaders<br />Jeff<br />Cerny <br />These slides are excerpted from the full interview with Tony Hsieh in my regular 10Q column. The complete article is available as a PDF download <br />with your comments and votes on CBS Interactive:<br />http://www.techrepublic.com/downloads/10-questions-on-customer-service-and-delivering-happiness-an-interview-with-zappos-ceo-tony-hsieh/1153539<br />www.10QatAtime.com<br />©2011 10QatAtime<br />

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