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Delivering Happiness 2013
- 1. 1 Jamie Naughton Employee Engagement Strategist
- 2. 2 a little about me… Delivering Happiness Employee Engagement Strategist - I get to talk to people like you! Zappos.com, Inc. Speaker of the House - 6+ years (Human Resources, Engagement, Operations) R&D Community and Media Culture
- 3. 3 What is Delivering Happiness? • It started with a book.
- 4. 4 280,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
- 5. 5 What is Delivering Happiness? • It started with a book. • Then there was the bus tour…
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- 14. 14 What is Delivering Happiness? • It started as a book. • Then there was the bus. • And now the happiness movement…
- 15. 15 “DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
- 16. 16 WE HEARD FROM AROUND THE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS
- 18. 18 Long before there was a book… 1994-1995: Pizza business in college •1996-1998: LinkExchange (online advertising) •1999: Venture Frogs (investment fund) •1999-Today: Zappos.com, Inc.
- 19. 19 A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
- 20. 20 2009 #23 2010 #15 2011 #6 TOP 100 BEST COMPANIES TO WORK FOR
- 21. 21 Headquarters: Henderson, NV Fulfillment: Shepherdsville, KY 1500+ employees
- 22. 22 1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried
- 23. 23 CUSTOMER EXPERIENCE WHAT DO CUSTOMERS SEE FIRST? • 800 number on every page • 24 hour customer service • Free shipping – Free returns • 365 day return policy
- 24. 24 CUSTOMER EXPERIENCE WHAT DO CUSTOMERS EXPERIENCE? • Fast and accurate fulfillment. • Surprise upgrades • Exceptional customer service • Direct to competitors website • No call times/quotas/sales goals
- 25. 25 What is the #1 PRIORITY? CULTURE
- 26. 26 HOW IS CULTURE #1 PRIORITY? Interviews – 50% Culture Based 4 Weeks of Training Pay to Quit Performance Reviews – 100% Culture Based
- 27. 27 WHAT CULTURE CAN DO FOR A COMPANY „01 „02 „06„03 „04 „05 „07„00 „08 GrossSales$MM $1,000 800 600 400 200 NOV „09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 28. 28 “BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED?
- 29. 29 1. IS IT IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG- TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE?
- 30. 30 2. DEFINE YOUR CORE VALUES IT’S HARD, SO START EARLY. WHAT ARE YOUR PERSONAL CORE VALUES? WHAT ARE YOUR COMPANY’S CORE VALUES? DO THEY ALIGN?
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- 32. 32 RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
- 33. 33 CORE VALUES AT ZAPPOS 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
- 34. 34 3. COMMIT TO BE REAL. BE YOURSELF. YOUR CULTURE IS YOUR BRAND! EXAMPLES: “ASK ANYTHING” VENDOR EXTRANET TOURS & MEDIA VISITS CULTURE BOOK
- 36. 36 THE CULTURE BOOK WHAT IS IT? “WHAT DOES THE ZAPPOS CULTURE MEAN TO YOU?” COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
- 37. 37 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? CHASE THE VISION, NOT THE MONEY. WHATEVER YOU’RE THINKING…THINK BIGGER!
- 39. 39 FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
- 41. 41 5. BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING. EXAMPLES: ZCN Clubs 10-20% MGR Rule PEC
- 43. 43 6. BUILD THE TEAM “IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.” HIRE SLOWLY. FIRE QUICKLY. - AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)
- 44. 44 TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
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- 46. 46 RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”
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- 52. 52 Perceived Control Customer Loyalty Team Skill Sets No Annual Raises Pursue raises at your own pace by choosing what you want to learn. 52
- 53. 53 Perceived Progress Merchandising Team 53 18 18 18 54
- 54. 54 Perceived Progress 54 6 6 6 18 6 6 6 18 6 6 6 18
- 57. 57 IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… WHAT’S YOUR COMPANY’S HIGHER PURPOSE?
- 58. 58 IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… WHAT’S YOUR HIGHER PURPOSE?
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- 60. 60 THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM CULTUREBOOK.ORG JAMIE@DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT