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Zappos - Startup School - 10-24-09

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Zappos - Startup School - 10-24-09

  1. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009
  2.  
  3. A Little About Me (Tony) My Background
  4. Power of repeat customers and word of mouth...
  5. Focusing on the 3 C’s <ul><ul><li>C lothing </li></ul></ul><ul><ul><li>C ustomer Service </li></ul></ul><ul><ul><li>C ulture </li></ul></ul>
  6. Clothing
  7. Customer Service
  8. Culture
  9. Focusing on the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  10. Zappos Delivering Happiness (customers and employees) <ul><li>“ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.” </li></ul>
  11. <ul><li>Building Great </li></ul>
  12. <ul><li>VISION </li></ul><ul><li>“ Whatever you’re thinking, think bigger.” </li></ul><ul><li>Does the vision have meaning? </li></ul><ul><li>Chase the vision, not the money… </li></ul>
  13. VISION <ul><li>“ Don’t chase the paper, chase the dream.” </li></ul><ul><li>Sean Combs aka “Puff Daddy” to rapper </li></ul><ul><li>Biggie Smalls aka “Notorious B.I.G.” </li></ul><ul><li>in Notorious </li></ul>
  14. ENTREPRENEURS: <ul><li>“ What would you be passionate about doing for 10 years even if you never made a dime?” </li></ul>
  15. EMPLOYEES: <ul><li>What’s the larger vision and greater purpose in their work beyond money or profits? </li></ul>
  16. <ul><li>CULTURE </li></ul><ul><li>“ Committable Core Values” </li></ul>
  17. Zappos Core Values <ul><ul><li>Deliver WOW Through Service </li></ul></ul><ul><ul><li>Embrace and Drive Change </li></ul></ul><ul><ul><li>Create Fun and a Little Weirdness </li></ul></ul><ul><ul><li>Be Adventurous, Creative, and Open-Minded </li></ul></ul><ul><ul><li>Pursue Growth and Learning </li></ul></ul><ul><ul><li>Build Open and Honest Relationships With Communication </li></ul></ul><ul><ul><li>Build a Positive Team and Family Spirit </li></ul></ul><ul><ul><li>Do More with Less </li></ul></ul><ul><ul><li>Be Passionate and Determined </li></ul></ul><ul><ul><li>Be Humble </li></ul></ul>
  18. <ul><li>It doesn’t matter what your core values are… as long as you commit to them. </li></ul><ul><li>ALIGNMENT </li></ul>
  19. <ul><li>MOTIVATION </li></ul><ul><li>vs. </li></ul><ul><li>INSPIRATION </li></ul>
  20. <ul><li>Vision & Culture </li></ul><ul><li>CAN INSPIRE </li></ul><ul><li>Passion & Purpose </li></ul>
  21. Evolution of Zappos Brand Transcends shoes & service <ul><ul><li>1999 Selection </li></ul></ul><ul><ul><li>2003 Customer Service </li></ul></ul><ul><ul><li>2005 Culture and core values as our platform </li></ul></ul><ul><ul><li>2007 Personal Emotional Connection </li></ul></ul><ul><ul><li>2009 Delivering Happiness </li></ul></ul>
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  23. TAKE A STEP BACK What is your goal in life?
  24. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  25. RESEARCH HAS SHOWN: <ul><li>HAPPINESS </li></ul><ul><li>People are very bad at predicting what will bring them sustained happiness. </li></ul><ul><li>“ When I get ___, I will be happy.” </li></ul><ul><li>“ When I achieve ___, I will be happy.” </li></ul>
  26. HAPPINESS: <ul><li>There is a SCIENCE behind many aspects of business including: </li></ul><ul><ul><li>conversion </li></ul></ul><ul><ul><li>psychology of buying </li></ul></ul><ul><ul><li>direct marketing </li></ul></ul><ul><ul><li>customer acquisition metrics </li></ul></ul><ul><ul><li>repeat customer behavior, etc. </li></ul></ul><ul><li>What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINIESS ? </li></ul><ul><li>How much HAPPIER could you be? </li></ul>
  27. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  28. A Few Different Frameworks of HAPPINESS
  29. <ul><li>Perceived Control </li></ul><ul><li>Perceived Progress </li></ul><ul><li>Connectedness </li></ul><ul><li>Vision / Meaning </li></ul><ul><li>(Being part of something bigger than yourself) </li></ul>
  30. Maslow’s Hierarchy:
  31. <ul><li>Pleasure / Rock Star </li></ul><ul><li>(Chasing the next high) </li></ul><ul><li>Passion / Flow </li></ul><ul><li>(Engagement – time flies) </li></ul><ul><li>Higher Purpose / Meaning </li></ul><ul><li>(Being part of something bigger than yourself) </li></ul>3 TYPES OF HAPPINESS time time time
  32. <ul><ul><li>Email [email_address] for: </li></ul></ul><ul><ul><ul><li>A copy of this presentation </li></ul></ul></ul><ul><ul><ul><li>FREE culture book </li></ul></ul></ul><ul><ul><ul><li> (need physical mailing address) </li></ul></ul></ul>
  33. <ul><li>What % of your time do you want to spend learning about the SCIENCE of HAPPINESS? </li></ul><ul><li>How can the SCIENCE of HAPPINESS help your business, your brand, and yourself? </li></ul>
  34. GREAT BUSINESS Profits Passion Purpose
  35. <ul><li>Pleasure </li></ul><ul><li>Passion </li></ul><ul><li>Purpose </li></ul>HAPPINESS GREAT BUSINESS Profits Passion Purpose time time time
  36. <ul><li>If the research shows that </li></ul><ul><li>vision / meaning / higher purpose </li></ul><ul><li>leads to happiness… </li></ul><ul><li>What is your company’s higher purpose? </li></ul><ul><li>What is your higher purpose? </li></ul>
  37. Delivering HAPPINESS
  38. Delivering Happiness Tony Hsieh – CEO [email_address] twitter.com/ zappos Startup School October 24, 2009
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