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.
6. REFLECTION
I GET
HERE?
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
HOW DID
7. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK
BOTTOM
REAL LOSS
TIM
E
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
$1,000
800
MM
600
$Sales 400
Gross 200
â00 â01 â02 â03 â04 â05 â06 â07 â08 NOV â09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING
21. 87%
EMPLOYEES IN
THE WORLD
DISENGAGED
$500B LOST IN
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. EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.CO
M
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
ENTREPRENEUR
S 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
-
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
SOME FRAMEWORKS
LEARNED ALONG THE WAYâŚ
LEARNED ALONG THE WAYâŚ
30. TOP 5 I WISHâES IN LIFE
âŚTHE COURAGE
TO EXPRESS MY
FEELINGS.
âŚLET MYSELF BE
HAPPIER
SOME FRAMEWORKS
LEARNED ALONG THE WAYâŚ
- BRONNIE WARE
TOP 5 REGRETS OF DYING
âŚNOT
WORKED
SO HARD
âŚSTAYED IN
TOUCH WITH
FRIENDS
âŚTHE
COURAGE
TO LIVE
TRUE TO
MYSELF, NOT
THE LIFE
OF WHAT
OTHERS
EXPECTED
I WISH
I HADâŚ
#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.
60. HOW CAN WE HELP?
FOR:
QUESTIONS
SURVEY LINK
CULTURE BOOK
COPY OF THE PRESENTATION
JOINING OUR COMMUNITY
JENN@DELIVERINGHAPPINESS.CO
M
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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