Delivering happiness Tony Hsieh Oct 2011

Of Note:

•New York Times, NO1 best seller list, 27 weeks

•Genre•Good to Great -Jim Collins•Tribal Leadership -Dave Logan• How Great Companies Get Their Mojo from Maslow -Chip Conley

Early days• Asian Family

• 2 Brothers Andy & David• Valued Music, Good Grades• Worms, newsletters, Boys Life, Buttons• Programming high School, 976 SEXY• Practiced SAT’s. Wanted Brown, took Harvard (for parents)

• Harvard• Quincy House Grill with Sanjay• Burgers• Pizza (better return)• Alfred Slices

• Finance/Management Consultants• Oracle Testing home & back• Bored• Webdesign• Chambers free to get members.

LinkExchange & Beyond• Link Exchange

• Code, Banner ads appeared. For every 000 impressions they got 500 and so did link exchange to sell

• Fast growth, 5 months 1M offer • Customer service, friends• 10 months 25 people• Jerry Yang Yahoo 20M offer • Sequoia Capital 3M buy in• Alfred joins, 18 month blur, 100 employees by ‘98• Work dread Culture shock• More finance needed Strategic Partnership Microsoft Netscape

250M Eventually Microsoft 265M• Stay a year 40M or go 32 M• Millionaire Cruise bet• Poker

Frogs to Zappos• Venture Frog• 20 Startups

• Lofts• Tribe• Raves

• Flow• Zappos

• Buy in more Fred• Alfred CFO

• Culture• Customers• Drop Shipping• Warehousing • Outsourcing Lesson• Beside Kentucky Hub• Culture• Vegas• Pipeline

Frogs to Zappos• Culture

• Brand, Culture, Pipeline (BCP)• Wow• Vendors• Marketing = people• Core values• Great customer service company• People = Family• Investors Sequoia• 2008 Layoffs• Alignment• Investors want to cash in• Amazon Marriage• BCP recognised & protected

Core Values1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and A Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With

Communication7. Build a Positive Team and Family Spirit8. Do More With Less9. Be Passionate and Determined10.Be Humble

Zappos Amazon

•Speaking•Tours•Happiness Comes in a box•Scientific Study of Happiness and how to improve it for normal people

Happiness

Maslow

Key Learnings

• 1. Culture, Culture, Culture– 10 core values. You can be hired or

fired based on your commitment and alignment with these values.

– Zappos might be the best online shoe retailer but they are so much more. They are a Customer Service Company in their DNA.

• 2. Be passionate– Then it’s not just about the money

so you’ll enjoy what you’re doing .• 3. Have a goal in life?

– Keep asking your self why and you’ll find it’s happiness.

• 4. HAPPINESS– Happiness is about 4 things:

perceived control, perceived progress, connectedness and vision and meaning. All of these apply to our personal life and our companies.

Read It……