Tony Hsieh, CEO of Zappos, gave a presentation about focusing on customer service, culture, and delivering happiness. He discussed Zappos' core values of delivering wow through service, having fun and being a little weird. Hsieh emphasized that companies should study the science of happiness and have a vision and culture that can inspire passion and purpose beyond just profits. An important question for both businesses and individuals is determining their higher purpose and how to deliver happiness.

1. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009

3. A Little About Me (Tony) My Background

4. Power of repeat customers and word of mouth...

5. Focusing on the 3 C’s C lothing C ustomer Service C ulture

6. Clothing

7. Customer Service

8. Culture

9. Focusing on the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture

10. Zappos 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.”

11. Building Great

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

13. 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

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

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

16. CULTURE “ Committable Core Values”

17. Zappos 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

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

19. MOTIVATION vs. INSPIRATION

20. Vision & Culture CAN INSPIRE Passion & Purpose

21. Evolution of Zappos Brand Transcends shoes & service 1999 Selection 2003 Customer Service 2005 Culture and core values as our platform 2007 Personal Emotional Connection 2009 Delivering Happiness

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

24. 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?

25. 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.”

26. 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 HAPPINIESS ? How much HAPPIER could you be?

27. 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?

28. A Few Different Frameworks of HAPPINESS

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

30. Maslow’s Hierarchy:

31. Pleasure / Rock Star (Chasing the next high) Passion / Flow (Engagement – time flies) Higher Purpose / Meaning (Being part of something bigger than yourself) 3 TYPES OF HAPPINESS time time time

32. Email [email_address] for: A copy of this presentation FREE culture book (need physical mailing address)

33. 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?

34. GREAT BUSINESS Profits Passion Purpose

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

36. If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose?

37. Delivering HAPPINESS

38. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009