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Jamie NaughtonEmployee Engagement Strategist
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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
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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
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What is Delivering Happiness?
• It started with a book.• Then there was the bus
tour…
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BEFORE AFTER
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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 what…BACKGROUND
CULTUREIDEAS
JOB
UNIFIEDBY THE SAME
VISION
HAPPINESS
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ICEE
INSPIRECONNECTEDUCATEEXPERIENCE
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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…
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2009 #23 2010 #15
2011 #6
TOP 100 BEST COMPANIES TO WORK FOR
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Headquarters: Henderson, NVFulfillment: Shepherdsville, KY2000+ employees
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1,000+ brands200,000+ styles6 million items
in warehouse100% inventoried
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CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS SEE FIRST?• 800 number on every page• 24 hour customer service• Free shipping – Free returns• 365 day return policy
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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
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The 3 C’s
Customer Service
Clothing
Culture
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What is the #1 PRIORITY?
CULTURE
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HOW IS CULTURE #1 PRIORITY?
Interviews – 50% Culture Based5 Weeks of TrainingPay to QuitPerformance Reviews – 100% Culture Based
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WHAT CULTURE CAN DO FOR A COMPANY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $M
M
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
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“BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH
HOW DID ZAPPOS BUILD THEIR
CULTURE AND BRAND?
HOW CAN YOU APPLY THEIR
LESSONS LEARNED?
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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?
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2. DEFINE YOUR CORE VALUESIT’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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EVER WONDER IF ANYONE EVER READS CORE
VALUES ON THE PLAQUE IN THE
LOBBY?(LET ALONE LIVE BY THEM)?
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RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
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CORE VALUES AT ZAPPOS
1. Deliver WOW Through Service2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit8. Do More with Less
9. Be Passionate and Determined10. Be Humble
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3. COMMIT TO TRANSPARENCYBE REAL. BE YOURSELF.
YOUR CULTURE IS YOUR BRAND!
EXAMPLES:TWITTER.ZAPPOS.CO
M“ASK ANYTHING”
VENDOR EXTRANETTOURS & MEDIA
VISITSZAPPOS INSIGHTS
CULTURE BOOK
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THE CULTURE BOOK
THE CULTURE BOOK
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THE CULTURE BOOKWHAT IS IT?
“WHAT DOES THE ZAPPOS CULTURE MEAN TO YOU?”
COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
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4. VISIONDOES IT HAVE MEANING AND PASSION BEHIND IT?
CHASE THE VISION, NOT THE MONEY.
WHATEVER YOU’RE THINKING…THINK BIGGER!
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VISION
Delivering Happiness
Culture &
Values
PEC
Service
Selection
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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?
VISION
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VISION
Motivation vs.
Inspiration
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5. BUILD RELATIONSHIPSIT’S NOT ABOUT NETWORKING OR MARKETING.
IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
EXAMPLES:ZCN Clubs
PEC10-20% MGR Rule
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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)
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TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
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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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MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSEAND MEANINGBEING PART OF SOMETHING BIGGER THAN SELF
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR COMPANY’S HIGHER PURPOSE?
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR HIGHER PURPOSE?
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THANK YOUJOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COMCULTUREBOOK.ORG
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT
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