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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>
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>
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 <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>
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>
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 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>
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
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>
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>
<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>
<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>
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.
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);