Tony Hsieh, CEO of Zappos, discusses the background and growth of Zappos, highlighting its core values and focus on delivering happiness through excellent customer service. Some key points: - Zappos started in 1999 and has grown to over 1400 employees, known for its 365-day return policy and fast shipping. - The company emphasizes its core values like delivering wow through service, being adventurous and creative, and building open and honest relationships. - Zappos has achieved recognition as one of the best companies to work for by focusing on culture and employee happiness over short-term profits.

1. Delivering Happiness Tony Hsieh - CEO [email_address] twitter.com/zappos Underground 5 February 21, 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 Billion Dollar Company

19. STEP #1 DECIDE i f you’re building a $1 billion company 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 CPA campaigns, squeeze pages, conversion, psychology of buying, direct marketing, product launches, product relaunches, 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. BIG ‘Underground’ Ideas!! Big Idea: Start researching and thinking about the SCIENCE of happiness and how to apply it to business and life Value to me: $ _______ Priority: ______

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