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Delivering HappinessTony Hsieh [email protected]
twitter.com/zappos
TEDIndia
November 5, 2009
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Slide 2
Clothing
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Slide 3
Customer Service
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Slide 4
Culture
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Slide 5
Delivering Happiness(customers and employees)
People may not remember exactly what you
did or what you said, but they will always
remember how you made them feel.
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Slide 6
Building Great
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Slide 7
VISIONWhatever youre thinking, think bigger.
Does the vision have meaning?
Chase the vision, not the money
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Slide 8
VISION
Dont chase the paper,
chase the dream.
Sean Combs aka Puff Daddy to rapper
Biggie Smalls aka Notorious B.I.G.
in Notorious
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Slide 9
ENTREPRENEURS:
What would you bepassionate about doing
for 10 years even if you
never made a dime?
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Slide 10
EMPLOYEES:
Whats the larger visionand greater purpose in
their work beyond
money or profits?
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Slide 11
CULTURECommittable Core Values
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Slide 12
Zappos Core Values
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 Communication7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
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Slide 13
It doesnt matter what yourcore values are as long as
you commit to them.
ALIGNMENT
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Slide 14
MOTIVATION
vs.
INSPIRATION
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Slide 15
Vision & Culture
CAN INSPIRE
Passion & Purpose
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Slide 16
Evolution of Zappos Brand
Transcends shoes & service
1999 Selection
2003 Customer Service
2005 Culture and core values as our platform
2007 Personal Emotional Connection
2009 Delivering Happiness
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TAKE A STEP BACK
What is your goal in life?
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Slide 18
WHAT IS YOUR GOAL IN LIFE?
Grow
Company
Get a Great
Job
Boyfriend /
GirlfriendBe Healthy
Retire Early Make MoneyFind Soul
MateRun Faster
Spend Time
w/ FamilyBuy A Home Get Married
Run A
Marathon
why? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?
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Slide 19
RESEARCH HAS SHOWN:
HAPPINESSPeople are very bad at predicting whatwill bring them sustained happiness.
When I get ___, I will be happy.
When I achieve ___, I will be happy.
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Slide 20
HAPPINESS:
There is a SCIENCE behind many aspects of business including:
conversion
psychology of buying
direct marketing
customer acquisition metrics
repeat customer behavior, etc.
What if you spent just 10% of your time studying and learning the
SCIENCE ofHAPPINESS?
How much HAPPIER could you be?
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Slide 21
WHAT IS YOUR GOAL IN LIFE?
Grow
Company
Get a Great
Job
Boyfriend /
Girlfriend
Be Healthy
Retire Early Make MoneyFind Soul
MateRun Faster
Spend Time
w/ FamilyBuy A Home Get Married
Run A
Marathon
why? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?
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A Few Different Frameworksof
HAPPINESS
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Slide 23
Perceived Control
Perceived Progress
Connectedness
Vision / Meaning(Being part of something bigger than yourself)
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Slide 24
Maslows Hierarchy:
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Slide 25
Pleasure / Rock Star
(Chasing the next high)
Passion / Flow(Engagement time flies)
Higher Purpose / Meaning(Being part of something bigger than yourself)
3 TYPES OF HAPPINESS
time
time
time
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Slide 26
GREAT BUSINESS
Profits
Passion
Purpose
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Slide 27
Pleasure
Passion
Purpose
HAPPINESS
time
time
time
GREAT BUSINESS
Profits
Passion
Purpose
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Slide 28
Email [email protected] for:
A copy of this presentation
FREE culture book
(need physical mailing address)
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Slide 29
What % of your time do you
want to spend learning about
the SCIENCE of HAPPINESS?
How can the SCIENCE of HAPPINESS help
your business, your brand, and yourself?
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Slide 30
If the research shows that
vision / meaning / higher purpose
leads to happiness
What is your companys higher purpose?
What is your higher purpose?
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Delivering HAPPINESS
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Delivering Happiness
Tony Hsieh [email protected]
twitter.com/zappos
TEDIndia
November 5, 2009
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