delivering happiness 2014 2015

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Jamie Naughton

Employee Engagement Strategist

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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

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What is Delivering Happiness?

• It started with a book.

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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

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What is Delivering Happiness?

• It started with a book.

• Then there was the bus tour…

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What is Delivering Happiness?

• It started as a book.

• Then there was the bus.

• And now the happiness movement…

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“DELIVERING

HAPPINESS

IS A MOVEMENT

THAT HAPPENS TO

HAVE A BOOK”

- SETH GODIN

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WE HEARD FROM AROUND THE

WORLD

no matter what…BACKGROUND

CULTUREIDEAS

JOB

UNIFIEDBY THE SAME

VISION

HAPPINESS

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ICEE

INSPIRECONNECTEDUCATEEXPERIENCE

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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.

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A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…

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2009 #23 2012 #112010 #15 2013 #312011 #6 2014 #38

TOP 100 BEST COMPANIES TO WORK FOR

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Headquarters: Henderson, NVFulfillment: Amazon Network1500+ employees

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1,000+ brands200,000+ styles6 million items

in warehouse100% inventoried

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CUSTOMER EXPERIENCE

WHAT DO CUSTOMERS SEE FIRST?

• 800 number on every page

• 24 hour customer service

• Free shipping – Free returns

• 365 day return policy

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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

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What is the #1 PRIORITY?

CULTURE

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HOW IS CULTURE #1 PRIORITY?

Interviews – 50% Culture Based4 Weeks of TrainingPay to QuitCulture Reviews

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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

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“BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH

HOW DID ZAPPOS BUILD THEIR

CULTURE AND BRAND?

HOW CAN YOU APPLY THEIR

LESSONS LEARNED?

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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?

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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?

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RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM

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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

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3. COMMIT TO

BE REAL. BE YOURSELF.

YOUR CULTURE IS YOUR BRAND!

EXAMPLES:“ASK ANYTHING”

VENDOR EXTRANETTOURS & MEDIA VISITS

CULTURE BOOK

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THE CULTURE BOOKTHE CULTURE BOOK

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THE CULTURE BOOKWHAT IS IT?

“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?”

COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING

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4. VISION

DOES IT HAVE MEANING AND PASSION BEHIND IT?

CHASE THE VISION, NOT THE MONEY.

WHATEVER YOU’RE THINKING…THINK BIGGER!

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Delivering Happiness

Culture &

Values

PEC

Service

Selection

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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?

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Motivation vs.

Inspiration

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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

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Personal Emotional Connection

(PEC)

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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)

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TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALSIN LIFE?

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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”

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Perceived ControlCustomer Loyalty Team

Skill Sets

No Annual Raises

Pursue raises at your own pace by choosing what you want to learn.

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Perceived ProgressMerchandising Team

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18 18 18 54

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Perceived Progress

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6 6 6 18

6 6 6 18

6 6 6 18

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Connectedness

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Clubs

PEC

10%-20%

Events/Happy Hours

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Delivering Happiness

Culture &

Values

PEC

Service

Selection

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IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

WHAT’S YOUR COMPANY’S HIGHER PURPOSE?

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IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

WHAT’S YOUR HIGHER PURPOSE?

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THANK YOUJOIN THE MOVEMENT!

DELIVERINGHAPPINESS.COMCULTUREBOOK.ORG

JAMIE@DELIVERINGHAPPINESS.COM

Follow me on Instagram: @JamieNaughton18

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT