Why are we so bad at our own long term happiness? Can companies really be successful with happiness as a business model? Lessons learned, science, and some human sense.
24. • COMMIT!
• HIRE MEASURE & FIRE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
HOW IS
CULTURE
#1 PRIORITY?!
25. • EXPECTATIONS
• EMOTIONS
• EXPERIENCE
• STORIES
• CULTURE!
PERSONAL
EMOTIONAL
CONNECTION
CULTURE #1 PRIORITY
• NO SCRIPTS OR CALL TIMES
• CALL ROUTING SYSTEM
26. THE CULTURE
BOOK
THE CULTURE BOOK
COMPLETELY UNEDITED
EXCEPT FOR SPELLING
SNAPSHOT OF CULTURE EVERY YEAR
SHOWS WHATS GOOD & WHAT TO IMPROVE
NOW THE BRAND BOOK TOO
JAPAN AND BRAZIL LOVE ZAPPOS
EVEN THOUGH THEY DON’T SHIP THERE
CULTURE #1 PRIORITY
27. CORE VALUES DEFINE CULTURE
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
GUIDELINES | LIVED & CO-OWNED | MEASURED
31. FOCUS ON CULTURE AND HAPPINESS?
$2B* COMPANY
1999 – TODAY
NOV ‘09 AMAZON ACQUI*RES ZAPPOS
SOLD TO AMAZON FOR $1.2 BILLION**
*GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
ZAPPOS GROWTH
32. 550,000 COPIES SOLD
20 LANGUAGES
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
44. Performed better on
anagram tests
SOCIAL LIFE
RELATIONSHIPS
PHYSICAL
HEALTH
WORK SKILLS
CREATIVITY
PROBLEM SOLVING
Predicted marriage
satisfaction 30yr later!
2.5x more likely to
live longer
THE SCIENCE
SUCCESS AND HAPPINESS
LYBOMIRSKY ET AL. 2005,
THE BENEFITS OF POSITIVE EFFECT: DOES HAPPINESS LEAD TO SUCCESS?
ACROSS EVERY DOMAIN MEASURED
2005$META)ANALYSIS$
225!STUDIES!
275K!PPL!
HAPPINESS
LEADS TO
SUCCESS
45. BRONNIE WARE, TOP 5 REGRETS OF DYING
…THE COURAGE TO
EXPRESS MY FEELINGS
…LET MYSELF
BE HAPPIER
…NOT WORKED
SO HARD
I WISH
I HAD…
…THE COURAGE
TO LIVE A LIFE
TRUE TO MYSELF,
NOT THE LIFE
OTHERS
EXPECTED
#1
…STAYED IN TOUCH
WITH FRIENDS
TOP 5 I WISH’ES IN LIFE
57. 2000, BENYAMINI ET AL, POSITIVE AFFECT AND FUNCTION ON HEALTH
ASSESSED INITIAL
HEALTH & HAPPINESS
2005!STUDY!
850!SENIOR!CITIZENS!
ARE$HAPPY$PEOPLE$HEALTHIER?$
FOLLOWED, REASSESSED
FOR 5 YEARS
BETTER HEALTH
SLOWER DECLINE
MORE ENERGY
OTHER STUDIES
7.5 YRS!
59. BASED ON PLEASURE
ADVERSE GENE REACTION
IMMUNE, ANTIVIRAL, INFLAMMATORY
BASED ON PURPOSE
FAVORABLE GENE REACTION
IMMUNE, ANTIVIRAL, INFLAMMATORY
2013 FREDRICKSON FOR UCLA
POP QUIZ!
Can you tell which is happier?
73. LET’S TRY!
“Happiness does not come so much from
within AS it does from between”
– Tony Hsieh
P
E
C
CONNECTEDNESS IS PERSONAL
74. PURPOSE IS ESSENTIAL
IF YOU WANT TO BUILD A SHIP, DON’T DIVIDE THE WORK AND GIVE ORDERS.
INSTEAD, TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.
– SAINT EXUPERY
75. PURPOSE
CONNECT EMPLOYEES TO HIGHER PURPOSE
ARE YOUR EMPLOYEES LAYING BRICKS,
BUILDING A WALL OR BULDING A CATHEDRAL?
77. THE STENGAL 50 OUTPERFORM THE S&P BY 400%
!
PURPOSE = PROFITS
78. WE ARE ALWAYS
EITHER AFFECTING
OR INFECTING
OTHERS
LET’S TRY!
CULTURE TIP
CULTURE IS CONTAGIOUS!
79. Happiness depends on friends and family of your friends and family
20!YR!LONGITUDINAL!STUDY!
SPREAD$OF$HAPPINESS$IN$SOCIAL$NETWORKS$
5K!HEALTHY!MEN!
CULTURE TIP
CULTURE IS CONTAGIOUS!
80. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO FEAR.
(WHILE SAVING TIME, EFFORT AND ANXIETY)
BUILD TRUST & REAL CONNECTION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
CULTURE TIP
81. BOTTOM UP TOP DOWN
FIND YOUR CULTURE CHAMPS
CULTURE TIP
91. WHAT ARE YOU MEASURING?
OK
Performance
+/- 60% ROI
GOOD
Performance
+/- 100% ROI
WOW
Performance
+/-120% ROI
Disengaged
Engaged
HAPPY
Engaged With
• Projects & Tasks
• People
• Purpose
Loyalty
Emotional Investment
Long Term
Motivation
Meaningful
Connections
Talent Retention
Engaged With
Projects/Tasks
Reliability
Short Term
Motivation
Enough To Retain?
Communication
Get Job Done