SlideShare a Scribd company logo
DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh B.I.G. Summit November 19, 2009
 
A Little About Me (Tony)
1400 employees Founded in 1999 * Shepherdsville, Kentucky Las Vegas, Nevada
“ We are a  service company that happens  to sell stuff.” 1000+ brands 5 million+ warehoused items
Public recognition is nice, but remember to pay more  attention  to customers. TV Stories Oprah (2008/2009) ABC Nightline (2008) 60 Minutes (2007) Fortune “100 Best Companies to Work For” #23 (2009) – Highest ranking newcomer to list Fast Company “50 Most Innovative Companies” #20 (2009) BusinessWeek Top 25 “Customer Service Champs” #7 (2009)
The Power of  WOW ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
What customers notice  first SERVICE 800 number on every page Free shipping Free return shipping 24/7 customer service 365-day return policy
Building Customer Loyalty No call times Every phone call is a  brand-building opportunity No upselling No scripts SERVICE
What customers experience next Redirect to competitors’ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service SERVICE
the  #1  priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
C lothing,  C ustomer Service,  C ulture C ustomer Service C lothing C ulture
Clothing
Customer Service
Culture
C lothing,  C ustomer Service,  C ulture C ustomer Service C lothing C ulture
Delivering  Happiness (customers and employees) “ People may not remember exactly  what you did or what you said,  but they will always remember  how you made them  feel . ”
Building Great
CULTURE “ Committable Core Values” Don’t make your core values  just a meaningless plaque on the wall…
Example:  Core Values Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble
COMMIT TO  TRANSPARENCY “ Be real and you have nothing to fear” Your  culture  is your  brand Don’t try to be someone you are not
Examples of  Transparency Twitter “ Ask Anything” employee newsletter Openness with vendors Tours Reporter visits Sharing internal information with other companies
“ That’s great, but it would  never  work at my company…”
ALIGNMENT It doesn’t matter what your core values are… as long as you  commit  to them.
VISION “ Whatever you’re thinking, think  bigger .” Does the vision have meaning? Chase the vision, not the money…
VISION “ Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper  Biggie Smalls aka “Notorious B.I.G.” in  Notorious
ENTREPRENEURS: “ What would you be  passionate  about doing for 10 years even if you never made a dime?”
EMPLOYEES: What’s the larger  vision  and greater  purpose  in their work beyond money or profits?
VISION MOTIVATION vs. INSPIRATION
Evolution of a  Brand 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering Happiness
 
TAKE A STEP BACK… WHAT IS YOUR  GOAL  IN LIFE?
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?
RESEARCH HAS SHOWN  HAPPINESS People are very bad at predicting what will bring them sustained happiness. “ When I get ___, I will be happy.” “ When I achieve ___, I will be happy.”
HAPPINESS   There is a  SCIENCE   behind many aspects of business including: conversion psychology of buying direct marketing customer acquisition metrics repeat customer behavior, etc. What if you spent just 10% of your time studying and learning the  SCIENCE   of  HAPPINESS ? How much  HAPPIER   could you be?
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
A FEW DIFFERENT FRAMEWORKS OF  HAPPINESS
A FEW DIFFERENT FRAMEWORKS ON  HAPPINESS Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself)
Maslow’s Hierarchy
3 TYPES OF HAPPINESS Rock Star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning / Higher Purpose (Being part of something bigger than yourself) time time time
RECOMMENDED BOOKS PEAK Chip Conley TRIBAL LEADERSHIP Dave Logan, John King & Halee Fischer-Wright FOUR HOUR WORK WEEK Tim Ferriss HAPPINESS HYPOTHESIS Jonathan Haidt
Contact info and tours! Email  [email_address]  for: This presentation Free culture book  (need physical mailing address) Go to  http://tours.zappos.com  for: Tour of our offices when you’re next in Las Vegas  (takes about an hour) We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
Profits Passion Purpose GREAT  BUSINESS
HAPPINESS time time time GREAT  BUSINESS Profits Passion Purpose Pleasure Passion Purpose
What % of your time do you want to spend learning about the  SCIENCE of HAPPINESS ? How can the  SCIENCE of HAPPINESS  help your business, your brand, and yourself?
If the research shows that  vision / meaning / higher purpose leads to  HAPPINESS … What is your company’s higher  purpose ? What is your higher  purpose ?
Delivering HAPPINESS
 

More Related Content

What's hot

Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
zappos
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
zappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
zappos
 
Zappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 GrowthZappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 Growth
Alfred Lin
 
Zappos - ETR - 03-24-09
Zappos - ETR -  03-24-09Zappos - ETR -  03-24-09
Zappos - ETR - 03-24-09
zappos
 
Zappos Tony Hsieh
Zappos   Tony HsiehZappos   Tony Hsieh
Zappos Tony Hsieh
hein2006
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01
rock2468
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos  - Startup2Startup - 03-26-09Zappos  - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
zappos
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
Cynthia Hartwig
 
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion UsersFacebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
growthhackersconference
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
Alfred Lin
 
Helzberg - Jenn Lim - Delivering Happiness
Helzberg - Jenn Lim - Delivering HappinessHelzberg - Jenn Lim - Delivering Happiness
Helzberg - Jenn Lim - Delivering Happiness
Delivering Happiness
 
EIA2017Italy - Shira Abel - Increasing Market Traction
EIA2017Italy - Shira Abel - Increasing Market TractionEIA2017Italy - Shira Abel - Increasing Market Traction
EIA2017Italy - Shira Abel - Increasing Market Traction
European Innovation Academy
 

What's hot (19)

Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 
Zappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 GrowthZappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 Growth
 
Zappos - ETR - 03-24-09
Zappos - ETR -  03-24-09Zappos - ETR -  03-24-09
Zappos - ETR - 03-24-09
 
Zappos Tony Hsieh
Zappos   Tony HsiehZappos   Tony Hsieh
Zappos Tony Hsieh
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 
Zappos - Startup2Startup - 03-26-09
Zappos  - Startup2Startup - 03-26-09Zappos  - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
 
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion UsersFacebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
Facebook's Growth Hacker on how they put Facebook on the Path to 1 Billion Users
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Helzberg - Jenn Lim - Delivering Happiness
Helzberg - Jenn Lim - Delivering HappinessHelzberg - Jenn Lim - Delivering Happiness
Helzberg - Jenn Lim - Delivering Happiness
 
EIA2017Italy - Shira Abel - Increasing Market Traction
EIA2017Italy - Shira Abel - Increasing Market TractionEIA2017Italy - Shira Abel - Increasing Market Traction
EIA2017Italy - Shira Abel - Increasing Market Traction
 

Viewers also liked

Zappos - NAA - 02-17-10
Zappos  - NAA - 02-17-10Zappos  - NAA - 02-17-10
Zappos - NAA - 02-17-10
zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
zappos
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
zappos
 
Zappos - Startup School - 10-24-09
Zappos -  Startup School - 10-24-09Zappos -  Startup School - 10-24-09
Zappos - Startup School - 10-24-09
zappos
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
zappos
 
Greek eCommerce vs. Greek Crisis
Greek eCommerce vs. Greek CrisisGreek eCommerce vs. Greek Crisis
Greek eCommerce vs. Greek Crisis
Panayotis Gezerlis
 
Get a job using social media
Get a job using social mediaGet a job using social media
Get a job using social media
Panayotis Gezerlis
 
So You Want to Start an eBusiness, huh?
So You Want to Start an eBusiness, huh?So You Want to Start an eBusiness, huh?
So You Want to Start an eBusiness, huh?
Panayotis Gezerlis
 
Conversion Rate is King in eCommerce
Conversion Rate is King in eCommerceConversion Rate is King in eCommerce
Conversion Rate is King in eCommerce
Panayotis Gezerlis
 

Viewers also liked (10)

Zappos - NAA - 02-17-10
Zappos  - NAA - 02-17-10Zappos  - NAA - 02-17-10
Zappos - NAA - 02-17-10
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
 
Zappos - Startup School - 10-24-09
Zappos -  Startup School - 10-24-09Zappos -  Startup School - 10-24-09
Zappos - Startup School - 10-24-09
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
 
Greek eCommerce vs. Greek Crisis
Greek eCommerce vs. Greek CrisisGreek eCommerce vs. Greek Crisis
Greek eCommerce vs. Greek Crisis
 
Get a job using social media
Get a job using social mediaGet a job using social media
Get a job using social media
 
So You Want to Start an eBusiness, huh?
So You Want to Start an eBusiness, huh?So You Want to Start an eBusiness, huh?
So You Want to Start an eBusiness, huh?
 
Conversion Rate is King in eCommerce
Conversion Rate is King in eCommerceConversion Rate is King in eCommerce
Conversion Rate is King in eCommerce
 

Similar to Delivering Happiness - BIG Summit - 11-19-09

Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine America
Alfred Lin
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
Alfred Lin
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
zappos
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happines
cabrito123
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
zappos
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5  - 2-21-09Zappos - Underground 5  - 2-21-09
Zappos - Underground 5 - 2-21-09
zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
zappos
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
zappos
 
Loyalty world 2011 jenn lim 11.15.11
Loyalty world 2011 jenn lim 11.15.11Loyalty world 2011 jenn lim 11.15.11
Loyalty world 2011 jenn lim 11.15.11
Delivering Happiness
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEW
Alfred Lin
 
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitZappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
Alfred Lin
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
Parature, from Microsoft
 
Zappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitZappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty Summit
Alfred Lin
 
Empowering Brand Momentum in Your Organization: 5 Things You Can Start Today
Empowering Brand Momentum in Your Organization: 5 Things You Can Start TodayEmpowering Brand Momentum in Your Organization: 5 Things You Can Start Today
Empowering Brand Momentum in Your Organization: 5 Things You Can Start Today
AMA Iowa (American Marketing Association Iowa Chapter)
 

Similar to Delivering Happiness - BIG Summit - 11-19-09 (15)

Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine America
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happines
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5  - 2-21-09Zappos - Underground 5  - 2-21-09
Zappos - Underground 5 - 2-21-09
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
 
Loyalty world 2011 jenn lim 11.15.11
Loyalty world 2011 jenn lim 11.15.11Loyalty world 2011 jenn lim 11.15.11
Loyalty world 2011 jenn lim 11.15.11
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEW
 
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitZappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
 
Zappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitZappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty Summit
 
Empowering Brand Momentum in Your Organization: 5 Things You Can Start Today
Empowering Brand Momentum in Your Organization: 5 Things You Can Start TodayEmpowering Brand Momentum in Your Organization: 5 Things You Can Start Today
Empowering Brand Momentum in Your Organization: 5 Things You Can Start Today
 

Recently uploaded

Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Philip M Caputo
 
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
emmanuelpulido003
 
Gym business MODEL .pdf .
Gym business MODEL .pdf                 .Gym business MODEL .pdf                 .
Gym business MODEL .pdf .
Divyanshu56740
 
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
حبوب الاجهاض سايتوتك للبيع في الامارات cytotec واتس 00966583759617
 
Mandated reporting powerpoint to help with understanding your role
Mandated reporting powerpoint to help with understanding your roleMandated reporting powerpoint to help with understanding your role
Mandated reporting powerpoint to help with understanding your role
khidalgo2
 
Retail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slidesRetail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slides
JairSemexant
 
How to buy a fake Keiser University diploma
How to buy a fake Keiser University diplomaHow to buy a fake Keiser University diploma
How to buy a fake Keiser University diploma
College diploma
 
1234567891011121314151617181920212223242
12345678910111213141516171819202122232421234567891011121314151617181920212223242
1234567891011121314151617181920212223242
fauzanal343
 
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual TrainingpptxYou Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
Cynthia Clay
 
Module 4 Business Strategy competitive advantages
Module 4 Business Strategy competitive advantagesModule 4 Business Strategy competitive advantages
Module 4 Business Strategy competitive advantages
Seta Wicaksana
 
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
Aggregage
 
Millionaire track government application
Millionaire track government applicationMillionaire track government application
Millionaire track government application
pragyasharma659549
 
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdfBBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
mcdopex6
 
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
kevinkariuki227
 
WAM Corporate Presentation July 2024.pdf
WAM Corporate Presentation July 2024.pdfWAM Corporate Presentation July 2024.pdf
WAM Corporate Presentation July 2024.pdf
Western Alaska Minerals Corp.
 
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
margaretblush
 
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
kevinkariuki227
 
Top Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdfTop Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdf
Top IT Marketing
 
Best Practices in Negotiation for Business Management Students
Best Practices in Negotiation for Business Management StudentsBest Practices in Negotiation for Business Management Students
Best Practices in Negotiation for Business Management Students
zoyaws1
 
Managing Customer & User Experience of Customers
Managing Customer & User Experience of CustomersManaging Customer & User Experience of Customers
Managing Customer & User Experience of Customers
SalmanTahir60
 

Recently uploaded (20)

Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
Innovation Hub_ Spotlight on Toms River's Role as a Beacon for Entrepreneuria...
 
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
21stcenturyskillsframeworkfinalpresentation2-240509214747-71edb7ee.pdf
 
Gym business MODEL .pdf .
Gym business MODEL .pdf                 .Gym business MODEL .pdf                 .
Gym business MODEL .pdf .
 
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
حبوب %77 الميفيبريستون 200 ملغ في دبي الامارات العين ابوظبي عجمان واتس - 0096...
 
Mandated reporting powerpoint to help with understanding your role
Mandated reporting powerpoint to help with understanding your roleMandated reporting powerpoint to help with understanding your role
Mandated reporting powerpoint to help with understanding your role
 
Retail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slidesRetail Store Scavenger Hunt powerpoint slides
Retail Store Scavenger Hunt powerpoint slides
 
How to buy a fake Keiser University diploma
How to buy a fake Keiser University diplomaHow to buy a fake Keiser University diploma
How to buy a fake Keiser University diploma
 
1234567891011121314151617181920212223242
12345678910111213141516171819202122232421234567891011121314151617181920212223242
1234567891011121314151617181920212223242
 
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual TrainingpptxYou Get Me! Leveraging Communication Styles in Virtual Trainingpptx
You Get Me! Leveraging Communication Styles in Virtual Trainingpptx
 
Module 4 Business Strategy competitive advantages
Module 4 Business Strategy competitive advantagesModule 4 Business Strategy competitive advantages
Module 4 Business Strategy competitive advantages
 
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
Don’t Get Left Behind: Leveraging Modern Product Management Across the Organi...
 
Millionaire track government application
Millionaire track government applicationMillionaire track government application
Millionaire track government application
 
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdfBBA Final SML 501 INTERNATIONAL BUSINESS .pdf
BBA Final SML 501 INTERNATIONAL BUSINESS .pdf
 
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
 
WAM Corporate Presentation July 2024.pdf
WAM Corporate Presentation July 2024.pdfWAM Corporate Presentation July 2024.pdf
WAM Corporate Presentation July 2024.pdf
 
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
 
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...Test Bank For Principles Of Cost Accounting, 	  17th Edition Edward J. Vander...
Test Bank For Principles Of Cost Accounting, 17th Edition Edward J. Vander...
 
Top Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdfTop Digital Marketing Strategy in 2024.pdf
Top Digital Marketing Strategy in 2024.pdf
 
Best Practices in Negotiation for Business Management Students
Best Practices in Negotiation for Business Management StudentsBest Practices in Negotiation for Business Management Students
Best Practices in Negotiation for Business Management Students
 
Managing Customer & User Experience of Customers
Managing Customer & User Experience of CustomersManaging Customer & User Experience of Customers
Managing Customer & User Experience of Customers
 

Delivering Happiness - BIG Summit - 11-19-09

  • 1. DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh B.I.G. Summit November 19, 2009
  • 2.  
  • 3. A Little About Me (Tony)
  • 4. 1400 employees Founded in 1999 * Shepherdsville, Kentucky Las Vegas, Nevada
  • 5. “ We are a service company that happens to sell stuff.” 1000+ brands 5 million+ warehoused items
  • 6. Public recognition is nice, but remember to pay more attention to customers. TV Stories Oprah (2008/2009) ABC Nightline (2008) 60 Minutes (2007) Fortune “100 Best Companies to Work For” #23 (2009) – Highest ranking newcomer to list Fast Company “50 Most Innovative Companies” #20 (2009) BusinessWeek Top 25 “Customer Service Champs” #7 (2009)
  • 7. The Power of WOW ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
  • 8. What customers notice first SERVICE 800 number on every page Free shipping Free return shipping 24/7 customer service 365-day return policy
  • 9. Building Customer Loyalty No call times Every phone call is a brand-building opportunity No upselling No scripts SERVICE
  • 10. What customers experience next Redirect to competitors’ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service SERVICE
  • 11. the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
  • 12. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 16. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 17. Delivering Happiness (customers and employees) “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel . ”
  • 19. CULTURE “ Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…
  • 20. Example: Core Values Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble
  • 21. COMMIT TO TRANSPARENCY “ Be real and you have nothing to fear” Your culture is your brand Don’t try to be someone you are not
  • 22. Examples of Transparency Twitter “ Ask Anything” employee newsletter Openness with vendors Tours Reporter visits Sharing internal information with other companies
  • 23. “ That’s great, but it would never work at my company…”
  • 24. ALIGNMENT It doesn’t matter what your core values are… as long as you commit to them.
  • 25. VISION “ Whatever you’re thinking, think bigger .” Does the vision have meaning? Chase the vision, not the money…
  • 26. VISION “ Don’t chase the paper, chase the dream.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
  • 27. ENTREPRENEURS: “ What would you be passionate about doing for 10 years even if you never made a dime?”
  • 28. EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits?
  • 29. VISION MOTIVATION vs. INSPIRATION
  • 30. Evolution of a Brand 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering Happiness
  • 31.  
  • 32. TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?
  • 33. 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?
  • 34. RESEARCH HAS SHOWN HAPPINESS People are very bad at predicting what will bring them sustained happiness. “ When I get ___, I will be happy.” “ When I achieve ___, I will be happy.”
  • 35. HAPPINESS There is a SCIENCE behind many aspects of business including: conversion psychology of buying direct marketing customer acquisition metrics repeat customer behavior, etc. What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINESS ? How much HAPPIER could you be?
  • 36. 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
  • 37. A FEW DIFFERENT FRAMEWORKS OF HAPPINESS
  • 38. A FEW DIFFERENT FRAMEWORKS ON HAPPINESS Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself)
  • 40. 3 TYPES OF HAPPINESS Rock Star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning / Higher Purpose (Being part of something bigger than yourself) time time time
  • 41. RECOMMENDED BOOKS PEAK Chip Conley TRIBAL LEADERSHIP Dave Logan, John King & Halee Fischer-Wright FOUR HOUR WORK WEEK Tim Ferriss HAPPINESS HYPOTHESIS Jonathan Haidt
  • 42. Contact info and tours! Email [email_address] for: This presentation Free culture book (need physical mailing address) Go to http://tours.zappos.com for: Tour of our offices when you’re next in Las Vegas (takes about an hour) We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
  • 43. Profits Passion Purpose GREAT BUSINESS
  • 44. HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose
  • 45. What % of your time do you want to spend learning about the SCIENCE of HAPPINESS ? How can the SCIENCE of HAPPINESS help your business, your brand, and yourself?
  • 46. If the research shows that vision / meaning / higher purpose leads to HAPPINESS … What is your company’s higher purpose ? What is your higher purpose ?
  • 48.  

Editor's Notes

  1. SB (Now) Slide 11: The reason why it’s acceptable to remove the stats on the slide before is because (a) these types of things need to be STATED, not read (b) no one will remember the minutiae/numbers and (c) this slide punctuates their success and people will remember the visual of the exponential increase.
  2. With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);
  3. With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);