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Delivering Happiness 2013
- 1. 1 Jamie Naughton Employee EngagementStrategist
- 2. 2 a little about me… Delivering Happiness EmployeeEngagement Strategist - I get to talk to people like you! Zappos.com, Inc. Speaker of the House - 6+ years (Human Resources, Engagement, Operations) R&D Community and Media Culture
- 3. 3 What is DeliveringHappiness? • It started with a book.
- 4. 4 280,000+ COPIES SOLD 17+LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
- 5. 5 What is DeliveringHappiness? • It started with a book. • Then there was the bus tour…
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- 14. 14 What is DeliveringHappiness? • It started as a book. • Then there was the bus. • And now the happiness movement…
- 15. 15 “DELIVERING HAPPINESS IS A MOVEMENT THATHAPPENS TO HAVE A BOOK” - SETH GODIN
- 16. 16 WE HEARD FROM AROUNDTHE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS
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- 18. 18 Long before therewas a book… 1994-1995: Pizza business in college •1996-1998: LinkExchange (online advertising) •1999: Venture Frogs (investment fund) •1999-Today: Zappos.com, Inc.
- 19. 19 A service companythat just happens to sell shoes, clothing, handbags, accessories, housewares…
- 20. 20 2009 #23 2010 #15 2011#6 TOP 100 BEST COMPANIES TO WORK FOR
- 21. 21 Headquarters: Henderson, NV Fulfillment:Shepherdsville, KY 1500+ employees
- 22. 22 1,000+ brands 200,000+ styles 6million items in warehouse 100% inventoried
- 23. 23 CUSTOMER EXPERIENCE WHAT DOCUSTOMERS SEE FIRST? • 800 number on every page • 24 hour customer service • Free shipping – Free returns • 365 day return policy
- 24. 24 CUSTOMER EXPERIENCE WHAT DOCUSTOMERS EXPERIENCE? • Fast and accurate fulfillment. • Surprise upgrades • Exceptional customer service • Direct to competitors website • No call times/quotas/sales goals
- 25. 25 What is the#1 PRIORITY? CULTURE
- 26. 26 HOW IS CULTURE #1PRIORITY? Interviews – 50% Culture Based 4 Weeks of Training Pay to Quit Performance Reviews – 100% Culture Based
- 27. 27 WHAT CULTURE CANDO FOR A COMPANY „01 „02 „06„03 „04 „05 „07„00 „08 GrossSales$MM $1,000 800 600 400 200 NOV „09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 28. 28 “BRAND IS A LAGGING INDICATOROF CULTURE” – TONY HSIEH HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED?
- 29. 29 1. IS IT IMPORTANT TOYOU? DO YOU WANT TO BUILD A LONG- TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE?
- 30. 30 2. DEFINE YOUR CORE VALUES IT’SHARD, SO START EARLY. WHAT ARE YOUR PERSONAL CORE VALUES? WHAT ARE YOUR COMPANY’S CORE VALUES? DO THEY ALIGN?
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- 32. 32 RESEARCH SHOWS IT DOESN’TMATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
- 33. 33 CORE VALUES AT ZAPPOS 1.Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
- 34. 34 3. COMMIT TO BEREAL. BE YOURSELF. YOUR CULTURE IS YOUR BRAND! EXAMPLES: “ASK ANYTHING” VENDOR EXTRANET TOURS & MEDIA VISITS CULTURE BOOK
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- 36. 36 THE CULTURE BOOK WHATIS IT? “WHAT DOES THE ZAPPOS CULTURE MEAN TO YOU?” COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
- 37. 37 4. VISION DOES ITHAVE MEANING AND PASSION BEHIND IT? CHASE THE VISION, NOT THE MONEY. WHATEVER YOU’RE THINKING…THINK BIGGER!
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- 39. 39 FOR EMPLOYEES WHAT’S THE LARGER VISIONAND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
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- 41. 41 5. BUILD RELATIONSHIPS IT’S NOTABOUT NETWORKING OR MARKETING. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING. EXAMPLES: ZCN Clubs 10-20% MGR Rule PEC
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- 43. 43 6. BUILD THE TEAM “IFYOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.” HIRE SLOWLY. FIRE QUICKLY. - AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)
- 44. 44 TAKE A MOMENT TOTHINK, WHAT ARE YOUR GOALS IN LIFE?
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- 46. 46 RESEARCH SHOWS WE’RE SUPERBADAT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”
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- 52. 52 Perceived Control Customer LoyaltyTeam Skill Sets No Annual Raises Pursue raises at your own pace by choosing what you want to learn. 52
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- 54. 54 Perceived Progress 54 6 66 18 6 6 6 18 6 6 6 18
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- 57. 57 IF RESEARCH SHOWS VISION MEANING HIGHERPURPOSE LEADS TO HAPPINESS… WHAT’S YOUR COMPANY’S HIGHER PURPOSE?
- 58. 58 IF RESEARCH SHOWS VISION MEANING HIGHERPURPOSE LEADS TO HAPPINESS… WHAT’S YOUR HIGHER PURPOSE?
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- 60. 60 THANK YOU JOIN THEMOVEMENT! DELIVERINGHAPPINESS.COM CULTUREBOOK.ORG JAMIE@DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT