Embed Size (px)
Citation preview
1
Jamie Naughton
Employee Engagement Strategist
2
a little
about
me…
Delivering Happiness Employee Engagement Strategist
- I get to talk to people like you!
Zappos.com, Inc. Chief of Staff
R&D
Community and Media
Culture
Tony - CEO
3
What is Delivering Happiness?
• It started with a book.
4
550,000+ COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSAMAZON CUSTOMER FAVORITE
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
#1 BESTSELLER LISTSNYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
5
What is Delivering Happiness?
• It started with a book.
• Then there was the bus tour…
6
7
8
9
10
11
12
13
14
What is Delivering Happiness?
• It started as a book.
• Then there was the bus.
• And now the happiness movement…
15
“DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS TO
HAVE A BOOK”
- SETH GODIN
16
WE HEARD FROM AROUND THE
WORLD
no matter what…BACKGROUND
CULTUREIDEAS
JOB
UNIFIEDBY THE SAME
VISION
HAPPINESS
17
ICEE
INSPIRECONNECTEDUCATEEXPERIENCE
18
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.
19
A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
20
2009 #23 2012 #112010 #15 2013 #312011 #6 2014 #38
TOP 100 BEST COMPANIES TO WORK FOR
21
Headquarters: Henderson, NVFulfillment: Amazon Network1500+ employees
22
1,000+ brands200,000+ styles6 million items
in warehouse100% inventoried
23
CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS SEE FIRST?
• 800 number on every page
• 24 hour customer service
• Free shipping – Free returns
• 365 day return policy
24
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
25
What is the #1 PRIORITY?
CULTURE
26
HOW IS CULTURE #1 PRIORITY?
Interviews – 50% Culture Based4 Weeks of TrainingPay to QuitCulture Reviews
27
WHAT CULTURE CAN DO FOR A COMPANY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
28
“BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH
HOW DID ZAPPOS BUILD THEIR
CULTURE AND BRAND?
HOW CAN YOU APPLY THEIR
LESSONS LEARNED?
29
1. IS IT IMPORTANT TO YOU?
DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMITFINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
30
2. DEFINE YOUR CORE VALUES
IT’S HARD, SO START EARLY.
WHAT ARE YOUR PERSONAL CORE VALUES?
WHAT ARE YOUR COMPANY’S CORE VALUES?
DO THEY ALIGN?
31
32
RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM
33
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
34
3. COMMIT TO
BE REAL. BE YOURSELF.
YOUR CULTURE IS YOUR BRAND!
EXAMPLES:“ASK ANYTHING”
VENDOR EXTRANETTOURS & MEDIA VISITS
CULTURE BOOK
35
THE CULTURE BOOKTHE CULTURE BOOK
36
THE CULTURE BOOKWHAT IS IT?
“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”
COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
37
4. VISION
DOES IT HAVE MEANING AND PASSION BEHIND IT?
CHASE THE VISION, NOT THE MONEY.
WHATEVER YOU’RE THINKING…THINK BIGGER!
38
Delivering Happiness
Culture &
Values
PEC
Service
Selection
39
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?
40
Motivation vs.
Inspiration
41
5. BUILD RELATIONSHIPS
IT’S NOT ABOUT NETWORKING OR MARKETING.
IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
EXAMPLES:ZCN Clubs
10-20% MGR RulePEC
42
Personal Emotional Connection
(PEC)
43
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)
44
TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALSIN LIFE?
45
46
RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS
EXAMPLES:LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”“WHEN I ACHIEVE ____, I’LL BE HAPPY”
47
48
49
50
Perceived ControlCustomer Loyalty Team
Skill Sets
No Annual Raises
Pursue raises at your own pace by choosing what you want to learn.
50
51
Perceived ProgressMerchandising Team
51
18 18 18 54
52
Perceived Progress
52
6 6 6 18
6 6 6 18
6 6 6 18
53
Connectedness
53
Clubs
PEC
10%-20%
Events/Happy Hours
54
Delivering Happiness
Culture &
Values
PEC
Service
Selection
55
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR COMPANY’S HIGHER PURPOSE?
56
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR HIGHER PURPOSE?
57
58
THANK YOUJOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COMCULTUREBOOK.ORG
Follow me on Instagram: @JamieNaughton18
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT
