2. 2
a little
about
me…
Delivering Happiness
Employee Engagement Strategist
- I get to talk to people like you!
Zappos.com, Inc.
Chief of Staff
R&D
Community
and Media
Tony - CEO
Culture
3. 3
What is Delivering Happiness?
• It started with a book.
4. 4
550,000+ COPIES SOLD
20 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 Delivering Happiness?
• It started with a book.
• Then there was the bus
tour…
18. 18
Long before there was a book…
1994-1995: Pizza business in
college
•1996-1998: LinkExchange (online
advertising)
•1999: Venture Frogs (investment
fund)
•1999-Today: Zappos.com, Inc.
19. A service company that just happens to
sell shoes, clothing, handbags,
accessories, housewares…
19
20. 20
2009 #23 2012 #11
2010 #15 2013 #31
2011 #6 2014 #38
TOP 100 BEST
COMPANIES TO
WORK FOR
22. 22
1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried
23. 23
CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS SEE FIRST?
• 800 number on every page
• 24 hour customer service
• Free shipping – Free returns
• 365 day return policy
24. 24
CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS EXPERIENCE?
• Fast and accurate fulfillment.
• Surprise upgrades
• Exceptional customer service
• Direct to competitors website
• No call times/quotas/sales goals
26. HOW IS CULTURE
#1 PRIORITY?
Interviews – 50% Culture Based
4 Weeks of Training
Pay to Quit
Culture Reviews
26
27. 27
WHAT CULTURE CAN DO FOR A COMPANY
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
Gross Sales $MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
28. “BRAND IS A
LAGGING
INDICATOR OF
CULTURE”
– TONY HSIEH
28
HOW DID ZAPPOS
BUILD THEIR
CULTURE AND
BRAND?
HOW CAN YOU
APPLY THEIR
LESSONS LEARNED?
29. 1. IS IT
IMPORTANT
TO YOU?
DO YOU WANT TO BUILD A LONG-TERM,
29
SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
30. 2. DEFINE
YOUR CORE
VALUES
IT’S HARD, SO START EARLY.
WHAT ARE YOUR PERSONAL CORE
VALUES?
WHAT ARE YOUR COMPANY’S CORE
VALUES?
DO THEY ALIGN?
30
32. 32
RESEARCH SHOWS
IT DOESN’T MATTER
WHAT YOUR
VALUES ARE, YOU
JUST HAVE TO
COMMIT TO THEM
33. CORE VALUES
AT ZAPPOS
33
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. 3. COMMIT TO
BE REAL. BE YOURSELF.
YOUR CULTURE IS YOUR BRAND!
34
EXAMPLES:
“ASK ANYTHING”
VENDOR EXTRANET
TOURS & MEDIA VISITS
CULTURE BOOK
39. 39
FOR
EMPLOYEES
WHAT’S THE LARGER
VISION AND 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?
41. 5. BUILD
RELATIONSHIPS
IT’S NOT ABOUT NETWORKING OR
MARKETING.
IF YOU’RE INTERESTED, YOU DON’T HAVE
TO TRY TO BE INTERESTING.
41
EXAMPLES:
ZCN Clubs
10-20% MGR Rule
PEC
43. 6. BUILD THE
TEAM
“IF YOU WANT TO GO QUICKLY, GO ALONE.
IF YOU WANT TO GO FAR, GO TOGETHER.”
HIRE SLOWLY. FIRE QUICKLY.
43
- AL GORE, FROM AN AFRICAN PROVERB
(THAT’S NOT AL GORE)
44. 44
TAKE A MOMENT
TO THINK, WHAT
ARE YOUR GOALS
IN LIFE?
46. RESEARCH SHOWS
WE’RE SUPERBAD AT
PREDICTING WHAT
WILL BRING US
SUSTAINED
HAPPINESS
46
EXAMPLES:
LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”
“WHEN I ACHIEVE ____, I’LL BE HAPPY”
58. 58
THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
CULTUREBOOK.ORG
JAMIE@DELIVERINGHAPPINESS.COM
Follow me on Instagram: @JamieNaughton18
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT
