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Delivering Happiness Le Web - 12-10-09

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Delivering Happiness Le Web - 12-10-09

  1. DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh Le Web December 10, 2009
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  6. A Little About Me (Tony)
  7. <ul><li>The Power of WOW </li></ul>‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
  8. the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
  9. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  10. Clothing
  11. Customer Service
  12. Culture
  13. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  14. Delivering Happiness (customers and employees) <ul><li>“ People may not remember exactly </li></ul><ul><li>what you did or what you said, </li></ul><ul><li>but they will always remember </li></ul><ul><li>how you made them feel . ” </li></ul>
  15. <ul><li>Building Great </li></ul>
  16. <ul><li>CULTURE </li></ul><ul><li>“ Committable Core Values” </li></ul><ul><li>Don’t make your core values </li></ul><ul><li>just a meaningless plaque on the wall… </li></ul>
  17. Example: Core Values <ul><ul><li>Deliver WOW Through Service </li></ul></ul><ul><ul><li>Embrace and Drive Change </li></ul></ul><ul><ul><li>Create Fun and a Little Weirdness </li></ul></ul><ul><ul><li>Be Adventurous, Creative, and Open-Minded </li></ul></ul><ul><ul><li>Pursue Growth and Learning </li></ul></ul><ul><ul><li>Build Open and Honest Relationships With Communication </li></ul></ul><ul><ul><li>Build a Positive Team and Family Spirit </li></ul></ul><ul><ul><li>Do More with Less </li></ul></ul><ul><ul><li>Be Passionate and Determined </li></ul></ul><ul><ul><li>Be Humble </li></ul></ul>
  18. <ul><li>“ That’s great, </li></ul><ul><li>but it would </li></ul><ul><li>never work at my company…” </li></ul>
  19. <ul><li>ALIGNMENT </li></ul><ul><li>It doesn’t matter what your core values are… </li></ul><ul><li>as long as you </li></ul><ul><li>commit to them. </li></ul>
  20. <ul><li>VISION </li></ul><ul><li>“ Whatever you’re thinking, think bigger .” </li></ul><ul><li>Does the vision have meaning? </li></ul><ul><li>Chase the vision, not the money… </li></ul>
  21. VISION <ul><li>“ Don’t chase the paper, chase the dream.” </li></ul>Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
  22. ENTREPRENEURS: <ul><li>“ What would you be passionate about doing for 10 years even if you never made a dime?” </li></ul>
  23. EMPLOYEES: <ul><li>What’s the larger vision and greater purpose in their work beyond money or profits? </li></ul>
  24. VISION <ul><li>MOTIVATION </li></ul><ul><li>vs. </li></ul><ul><li>INSPIRATION </li></ul>
  25. TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?
  26. 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?
  27. RESEARCH HAS SHOWN <ul><li>HAPPINESS </li></ul><ul><li>People are very bad at predicting what will bring them sustained happiness. </li></ul><ul><li>“ When I get ___, I will be happy.” </li></ul><ul><li>“ When I achieve ___, I will be happy.” </li></ul>
  28. HAPPINESS <ul><li>There is a SCIENCE behind many aspects of business including: </li></ul><ul><ul><li>conversion </li></ul></ul><ul><ul><li>psychology of buying </li></ul></ul><ul><ul><li>direct marketing </li></ul></ul><ul><ul><li>customer acquisition metrics </li></ul></ul><ul><ul><li>repeat customer behavior, etc. </li></ul></ul><ul><li>What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINESS ? </li></ul><ul><li>How much HAPPIER could you be? </li></ul>
  29. 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
  30. A FEW DIFFERENT FRAMEWORKS OF HAPPINESS
  31. A FEW DIFFERENT FRAMEWORKS ON HAPPINESS <ul><li>Perceived Control </li></ul><ul><li>Perceived Progress </li></ul><ul><li>Connectedness </li></ul><ul><li>Vision / Meaning </li></ul><ul><li>(Being part of something bigger than yourself) </li></ul>
  32. Maslow’s Hierarchy
  33. 3 TYPES OF HAPPINESS <ul><li>Rock Star </li></ul><ul><li>(Pleasure – chasing the next high) </li></ul><ul><li>Flow </li></ul><ul><li>(Engagement – time flies) </li></ul><ul><li>Meaning / Higher Purpose </li></ul><ul><li>(Being part of something bigger than yourself) </li></ul>time time time
  34. RECOMMENDED BOOKS <ul><li>PEAK </li></ul><ul><li>Chip Conley </li></ul><ul><li>TRIBAL LEADERSHIP </li></ul><ul><li>Dave Logan, John King & Halee Fischer-Wright </li></ul><ul><li>FOUR HOUR WORK WEEK </li></ul><ul><li>Tim Ferriss </li></ul><ul><li>HAPPINESS HYPOTHESIS </li></ul><ul><li>Jonathan Haidt </li></ul>
  35. Contact info and tours! <ul><ul><li>Email [email_address] for: </li></ul></ul><ul><ul><ul><li>This presentation </li></ul></ul></ul><ul><ul><ul><li>Free culture book </li></ul></ul></ul><ul><ul><ul><li>(need physical mailing address) </li></ul></ul></ul><ul><ul><li>Go to http://tours.zappos.com for: </li></ul></ul><ul><ul><ul><li>Tour of our offices when you’re next in Las Vegas </li></ul></ul></ul><ul><ul><ul><li>(takes about an hour) </li></ul></ul></ul><ul><ul><ul><li>We’ll pick you up from the airport or your hotel in a Zappos Shuttle! </li></ul></ul></ul>
  36. Profits Passion Purpose GREAT BUSINESS
  37. HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose
  38. <ul><li>What % of your time do you want to spend learning about the SCIENCE of HAPPINESS ? </li></ul><ul><li>How can the SCIENCE of HAPPINESS help your business, your brand, and yourself? </li></ul>
  39. <ul><li>If the research shows that </li></ul><ul><li>vision / meaning / higher purpose </li></ul><ul><li>leads to HAPPINESS … </li></ul><ul><li>What is your company’s higher purpose ? </li></ul><ul><li>What is your higher purpose ? </li></ul>
  40. Delivering HAPPINESS
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