1. Delivering Happiness Tony Hsieh - CEO [email_address] twitter.com/zappos HCI – National Human Capital Summit March 10, 2009

7. Power of Repeat Customers & Word of Mouth

12. Owning the 3 C ’s: C lothing C ustomer Service C ulture

13. ZAPPOS Delivering Happiness (for 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.”

14. CULTURE “ Committable Core Values”

16. “ That’s great for Zappos but it would never work at my company …”

17. It doesn’t matter what your core values are… … as long as you commit to them. ALIGNMENT

18. 7 Steps For Building A A Brand That Matters

19. STEP #1 DECIDE i f you’re trying to build a long term sustainable brand Requires more patience with revenues & profits in order to lay the foundation Decide sooner rather than later

20. STEP #2 FIGURE OUT VALUES AND CULTURE.

22. STEP #3 COMMIT TO TRANSPARENCY Be real, and you have nothing to fear Your culture is your brand Don’t try to be someone you’re not

23. STEP #4 VISION …. “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…

25. Entrepreneurs: “ What would you be passionate about doing for 10 years even if you never made a dime?”

26. Employees: What’s the larger vision and greater purpose in their work beyond money or profits?

27. INSPIRATION vs. MOTIVATION

28. STEP #5 BUILD RELATIONSHIPS (not networking) Be interested i nstead of trying to be interesting

29. STEP #6 BUILD YOUR TEAM “ If you want to go quickly, go alone. If you want to go far, go together.” (Al Gore quoting African proverb) Hire slowly Fire quickly

30. STEP #7 THINK LONG TERM Repeat customers Customer service There is no “get rich quick” formula “ Overnight” successes are years in the making (both personally and in business)

32. Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)

34. TAKE A STEP BACK What is your goal in life?

35. HAPPINESS

36. Research has shown: 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.”

37. There is a science behind many aspects of business including conversion, psychology of buying, direct marketing, customer acquisition metrics, repeat customer behavior, etc.

38. What if you spent just 10% of your time studying and learning the SCIENCE of happiness? How much happier could you be?

39. A Few Different Frameworks of HAPPINESS

40. Perceived Control Perceived Progress Relatedness Vision/Meaning (Being part of something bigger than yourself)

41. Maslow’s Hierarchy

42. 3 TYPES OF HAPPINESS Rock star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning (Being part of something bigger than yourself)

43. RECOMMENDED BOOKS Peak Chip Conley Tribal Leadership Dave Logan, John King & Halee Fischer-Wright 4-Hour Work Week Tim Ferriss Happiness Hypothesis Jonathan Haidt

44. 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?

45. Delivering Happiness Tony Hsieh - CEO [email_address] twitter.com/zappos