Zappos - TEDIndia - 11-5-09

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Zappos - TEDIndia - 11-5-09

  1. 1. Delivering Happiness Tony Hsieh – CEO ceo@zappos.com twitter.com/zappos TEDIndia November 5, 2009
  2. 2. Slide 2 Clothing
  3. 3. Slide 3 Customer Service
  4. 4. Slide 4 Culture
  5. 5. Slide 5 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.”
  6. 6. Slide 6 Building Great
  7. 7. Slide 7 VISION “Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  8. 8. Slide 8 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
  9. 9. Slide 9 ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?”
  10. 10. Slide 10 EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits?
  11. 11. Slide 11 CULTURE “Committable Core Values”
  12. 12. Slide 12 Zappos Core Values 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
  13. 13. Slide 13 It doesn’t matter what your core values are… as long as you commit to them. ALIGNMENT
  14. 14. Slide 14 MOTIVATION vs. INSPIRATION
  15. 15. Slide 15 Vision & Culture CAN INSPIRE Passion & Purpose
  16. 16. Slide 16 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
  17. 17. TAKE A STEP BACK What is your goal in life?
  18. 18. Slide 18 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?
  19. 19. Slide 19 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.”
  20. 20. Slide 20 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?
  21. 21. Slide 21 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?
  22. 22. A Few Different Frameworks of HAPPINESS
  23. 23. Slide 23 Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself)
  24. 24. Slide 24 Maslow’s Hierarchy:
  25. 25. Slide 25 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
  26. 26. Slide 26 GREAT BUSINESS Profits Passion Purpose
  27. 27. Slide 27 Pleasure Passion Purpose HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose
  28. 28. Slide 28 • Email ceo@zappos.com for:  A copy of this presentation  FREE culture book (need physical mailing address)
  29. 29. Slide 29 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?
  30. 30. Slide 30 If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose?
  31. 31. Delivering HAPPINESS
  32. 32. Delivering Happiness Tony Hsieh – CEO ceo@zappos.com twitter.com/zappos TEDIndia November 5, 2009

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