Delivering Happiness

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Delivering Happiness

Text of Delivering Happiness

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Jamie NaughtonEmployee Engagement Strategist #a little about meDelivering 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)

#What is Delivering Happiness? It started with a book.

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280,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES

2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS

#What is Delivering Happiness? It started with a book.Then there was the bus tour

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BEFOREAFTER#

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charity: water#

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#What is Delivering Happiness? It started as a book.Then there was the bus.And now the happiness movement

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DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK - SETH GODIN

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WE HEARD FROM AROUND THE WORLD

no matter whatBACKGROUNDCULTUREIDEASJOB

UNIFIEDBY THE SAME VISION

HAPPINESS

#ICEE

INSPIRECONNECTEDUCATEEXPERIENCE

#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.

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A service company that just happens to sell shoes, clothing, handbags, accessories, housewares#

2009 #23 2010 #152011 #6TOP 100 BEST COMPANIES TO WORK FOR#

Headquarters: Henderson, NVFulfillment: Shepherdsville, KY2000+ employees#

1,000+ brands200,000+ styles6 million items in warehouse100% inventoried #CUSTOMER EXPERIENCEWHAT DO CUSTOMERS SEE FIRST?800 number on every page24 hour customer serviceFree shipping Free returns365 day return policy

#CUSTOMER EXPERIENCEWHAT DO CUSTOMERS EXPERIENCE?Fast and accurate fulfillment.Surprise upgradesExceptional customer serviceDirect to competitors websiteNo call times/quotas/sales goals

#The 3 CsCustomer ServiceClothingCulture#

What is the #1 PRIORITY?CULTURE#

HOW IS CULTURE #1 PRIORITY?Interviews 50% Culture Based5 Weeks of TrainingPay to QuitPerformance Reviews 100% Culture Based#WHAT CULTURE CAN DO FOR A COMPANY

010206030405070008Gross Sales $MM$1,000800600400200

NOV 09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING#BRAND IS A LAGGING INDICATOR OF CULTURE TONY HSIEHHOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?

HOW CAN YOU APPLY THEIR LESSONS LEARNED?#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?#2. DEFINE YOUR CORE VALUES

ITS HARD, SO START EARLY.

WHAT ARE YOUR PERSONAL CORE VALUES?

WHAT ARE YOUR COMPANYS CORE VALUES?

DO THEY ALIGN?#

EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?(LET ALONE LIVE BY THEM)?#

RESEARCH SHOWS IT DOESNT MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM#CORE VALUES AT ZAPPOS Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble

#3. COMMIT TO TRANSPARENCY

BE REAL. BE YOURSELF.

YOUR CULTURE IS YOUR BRAND!

EXAMPLES:TWITTER.ZAPPOS.COMASK ANYTHINGVENDOR EXTRANETTOURS & MEDIA VISITSZAPPOS INSIGHTSCULTURE BOOK#THE CULTURE BOOK

THE CULTURE BOOK#

THE CULTURE BOOKWHAT IS IT?WHAT DOES THE ZAPPOS CULTURE MEAN TO YOU?

COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING

#4. VISION

DOES IT HAVE MEANING AND PASSION BEHIND IT?

CHASE THE VISION, NOT THE MONEY.

WHATEVER YOURE THINKINGTHINK BIGGER!

#VISION

Selection#

FOR EMPLOYEESWHATS THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

FOR ENTREPRENEURSWHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDNT FEAR FAILURE AND DIDNT MAKE ANY MONEY FOR 10 YEARS?VISION

#VISION

Motivation vs. Inspiration#5. BUILD RELATIONSHIPS

ITS NOT ABOUT NETWORKING OR MARKETING.

IF YOURE INTERESTED, YOU DONT HAVE TO TRY TO BE INTERESTING.

EXAMPLES:ZCN ClubsPEC10-20% MGR Rule#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 (THATS NOT AL GORE)#TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?#

#RESEARCH SHOWS WERE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESSEXAMPLES:LOTTERY WINNERSWHEN I GET ___, ILL BE HAPPYWHEN I ACHIEVE ____, ILL BE HAPPY#

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MOST LONG-TERM, FULFILLING HAPPINESSHIGHER PURPOSEAND MEANINGBEING PART OF SOMETHING BIGGER THAN SELF

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#IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESSWHATS YOUR COMPANYS HIGHER PURPOSE?#IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESSWHATS YOUR HIGHER PURPOSE?#

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THANK YOUJOIN THE MOVEMENT!DELIVERINGHAPPINESS.COMCULTUREBOOK.ORG

JAMIE@DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT#