This summary provides the key points from the document in 3 sentences: Tony Hsieh, CEO of Zappos, discusses how focusing on company culture above all else, such as customer service, can lead to greater business success and employee happiness. He emphasizes creating an environment where employees feel passionate about their work through transparent values and having fun. The document also includes stories from business owners who were inspired by Zappos' culture to transform their own companies and improve employee retention, satisfaction, and performance.

1. DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh American Marketing Association New York City September 10, 2010

3. A Little About Me (Tony)

6. the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture

7. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture

8. Clothing

9. Customer Service

10. Culture

11. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture

38. TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?

39. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?

42. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? why? why? why? why? HAPPINESS

43. A FEW DIFFERENT FRAMEWORKS OF HAPPINESS

45. Maslow’s Hierarchy

49. Profits Passion Purpose GREAT BUSINESS

50. HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose

53. Delivering HAPPINESS