5. ⢠âWHEN I GET _____, IâLL BE HAPPYâ
⢠âWHEN I ACHIEVE _____, IâLL BE HAPPYâ
⢠LOTTERY WINNERS
⢠TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WEâRE
SUPERBAD AT
PREDICTING
WHAT CAN SUSTAIN
IT.
7. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK BOTTOM REAL
LOSS
TIME
HAPPINESS
+|
OH
@#$%
16. THE CULTURE BOOK WHAT
IS IT?
COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR â WHATâS
GOOD, WHAT DO WE NEED TO IMPROVE
STARTED AS CULTURE BOOK, NOW THE
BRAND BOOK TOO
JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESNâT SHIP THERE
FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
17.
18. 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
19. CULTURE AND CUSTOMER SERVICE
$2B* COMPANY
1999 â TODAY
NOV â09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
21. employees in the world
DISENGAGED
in lost
PRODUCTIVITY
(U.S. alone)
Gallup 2012
22. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. RELATIONSHIPS
6. THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?
HOW?
23. 1. COMMITMENT
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCES, RESOURCES, AND TIME
TO IT?
HOW LONG WILL IT BE A PRIORITY?
24. 2. DEFINE YOUR
CORE VALUES
ITâS HARD.
START EARLY.
WHAT ARE YOUR
- COMPANYâS
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
25. 3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THEREâS LESS TO FEAR.
(WHILE SAVING TIME, EFFORT AND ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
âASK ANYTHINGâ
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
26. FOR
EMPLOYEES
WHATâS THE LARGER
VISION AND GREATER
PURPOSE IN THEIR WORK
BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEURS
WHAT WOULD YOU BE
PASSIONATE ABOUT
DOING IF YOU DIDNâT
FEAR FAILURE AND
DIDNâT MAKE ANY MONEY
FOR 10 YEARS?
4. VISION
27. 5. BUILD MEANINGFUL
RELATIONSHIPS
ITâS NOT ABOUT
NETWORKING.
ITâS ABOUT
CONNECTEDNESS.
IF YOUâRE INTERESTED, YOU
DONâT HAVE TO TRY TO BE
INTERESTING.
âIF THE PERSON
YOUâRE TALKING TO
ISNâT LISTENING, BE PATIENT.
MAYBE HE HAS A SMALL PIECE
OF FLUFF IN HIS EAR.â
â
28. 6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE
BASED ON VALUES.
29. WHAT DOES THE SCIENCE OF
HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAYâŚ
30. SOME FRAMEWORKS
LEARNED ALONG THE WAYâŚ
TOP 5 I WISHâES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
âŚTHE COURAGE TO
EXPRESS MY FEELINGS.
âŚLET MYSELF BE
HAPPIER
âŚNOT WORKED
SO HARD
âŚSTAYED IN TOUCH WITH
FRIENDS
I WISH
I HADâŚ
âŚTHE COURAGE TO
LIVE TRUE TO
MYSELF, NOT THE
LIFE OF WHAT
OTHERS EXPECTED
#1
36. 550,000+ COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
61. HOW CAN WE HELP?
FOR:
QUESTIONS
SURVEY LINK
CULTURE BOOK
COPY OF THE PRESENTATION
JOINING OUR COMMUNITY
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
63. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
IMAGINEâŚ
64. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINEâŚ
65. âŚTHEN DO.
CREATE CHANGE IN THE WORLD
MORE THAN WE EVER THOUGHT POSSIBLEâŚ
WITH HAPPINESS!
THANK YOU!
Editor's Notes
WHAT DO CUSTOMERS EXPECT?
WHAT DO CUSTOMERS ACTUALLY EXPERIENCE?
WHAT EMOTIONS DO CUSTOMERS FEEL?
WHAT STORIES DO THEY TELL THEIR FRIENDS?
HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?
Does anyone know this guy?
72% unhappy. Either disengaged, working below potential, or actively sabatoging
1 in 7. Is it you? Is it person next to you? Your boss?
Formula was emerging ⌠became secret sauceâŚ
Tony was seeing, ITâS ALL ABOUT HAPPINESS!
not only in life, also in business
So he set out to incorporate as much happiness in new culture at zappos as he could
The idea of happiness as a business model was born