delivering happiness le web - 12-10-09
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DELIVERING HAPPINESSA PATH TO PROFITS, PASSION, AND PURPOSE
Tony Hsieh
Le WebDecember 10, 2009
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A Little About Me (Tony)
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The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $M
M
$1,000
800
600
400
200
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the #1 priorityCULTURE
5 weeks of training
Culture book
$2000 to quit
Hiring for culture
Twitter helps build culture
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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Clothing
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Customer Service
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Culture
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Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
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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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Building Great
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CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
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Example: Core Values
1. 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
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“That’s great,but it would
never work at my company…”
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ALIGNMENTIt doesn’t matter what your
core values are…as long as you
commit to them.
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VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
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VISION
“Don’t 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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ENTREPRENEURS:
“What would you be passionate about doing for 10 years even if you never made a dime?”
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EMPLOYEES:
What’s the larger vision and greater purpose in
their work beyond money or profits?
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VISION
MOTIVATIONvs.
INSPIRATION
TAKE A STEP BACK…
WHAT IS YOUR GOAL IN LIFE?
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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?
HAPPINESSwhy? why? why? why?
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RESEARCH HAS SHOWN
HAPPINESSPeople are very bad at predicting what
will bring them sustained happiness.
“When I get ___, I will be happy.”
“When I achieve ___, I will be happy.”
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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 of HAPPINESS?
How much HAPPIER could you be?
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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?
why? why? why? why?
HAPPINESS
A FEW DIFFERENT FRAMEWORKS OF
HAPPINESS
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A FEW DIFFERENT FRAMEWORKS ON
HAPPINESSPerceived Control
Perceived Progress
Connectedness
Vision / Meaning(Being part of something bigger than yourself)
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Maslow’s Hierarchy
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3 TYPES OF HAPPINESS
Rock Star(Pleasure – chasing the next high)
Flow(Engagement – time flies)
Meaning / Higher Purpose(Being part of something bigger than yourself)
time
time
time
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RECOMMENDED BOOKS
PEAKChip Conley
TRIBAL LEADERSHIPDave Logan, John King & Halee Fischer-Wright
FOUR HOUR WORK WEEKTim Ferriss
HAPPINESS HYPOTHESISJonathan Haidt
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Contact info and tours!
Email [email protected] for:
This presentation
Free culture book (need physical mailing address)
Go to http://tours.zappos.com for:
Tour of our offices when you’re next in Las Vegas (takes about an hour)
We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
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Profits
Passion
Purpose
GREAT BUSINESS
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HAPPINESS
time
time
time
GREAT BUSINESS
Profits
Passion
Purpose
Pleasure
Passion
Purpose
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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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If the research shows that vision / meaning / higher purpose
leads to HAPPINESS…
What is your company’s higher purpose?
What is your higher purpose?
Delivering HAPPINESS