Delivering Happiness
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Transcript of Delivering Happiness
Monday, January 24, 2011
A story of a young man name...
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Monday, January 24, 2011
Tony graduated from
in computer science
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He worked at
for 5 months.
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He quitted to establish Link Exchange an internet advertising network in 1999.
Later he sold Link Exchange to Microsoft for $ 265 million.
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He joined Zappos and has helped the company grew from scratch to $ 1 billion annual sales
while simultaneously making Fortune’s magazine’s list of Best Companies to work for.
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In 2009, Zappos was acquired by Amazon.com in a deal values at over $ 1.2 billion.
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The success recipe is 3 P;
PurposePassion Profit
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Purpose
Zappos is about delivering
happiness to the world.
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Passion
FInd people who share same passion and values
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When you apply to work at Zappos,you have to pass culture-fitted interview
regardless how great you are.
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10 core values
Here are....
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1. Deliver wow through service
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2. Embrace and driving changeMonday, January 24, 2011
3. Create fun and
little weirdness
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4. Be adventurous,
creative, and
open-minded
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5. Pursue growth and
learning
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6. Building open and honest relationships
with communication
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7. Build a positive team and family spirit
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Do more...
with less
8.
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9. Be passionate
and determined
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10. Be humble
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How did Tony come up with
these 10 core values?
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After Tony has successfully grown Zappos for few years, he started compiled
the Culture Book.
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On August 2004, he asked all of his employees to share their view of the
company cultures.
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Those staff’s input became the Culture Book
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When they recruit, candidates have to past cultural fitted interview regardless how great they are.
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Once you’re hired, everyone has to go through 5 weeks
intensive training.
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At the end of first week, everyone is offered $ 2,000 bonus to leave the company if you think you are not fitted with the culture.
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After you have worked for few months, you also get another offer $ 3,000 if you think you’re still not fitted with it culture.
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Only2-3%of new hired
take the offer.
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When they do performance management, the culture part is accounted for 50% of the evaluation.
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Another mantra of Zappos’s success is service...
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Here are10 ways of Zappos’ customer service
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1. Make customer service a priority for the whole company not just a department. A customer service attitude needs to come from the top.
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2. Make WOW a verb that part
of your company’s everyday
vocabulary.
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3. Empower and trust your customer service reps. Because they actually do.
Minimize escalations to a supervisor.
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4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.
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5. Don’t measure call times, don’t force employees to upsell and don’t use scripts.
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6. Don’t hide your 1-800 number.
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7. View each call as an investment in building a customer service brand, not as an expense you’re
seeking to minimize.
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8. Have the entire company celebrate great service. Tell stories of wow experiences to
everyone in the company.
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9. Find and hire people who are already passionate about customer service.
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10. Give great service to everyone: customers, employees, and vendors.
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Apply above all, last P - Profit will be followed.
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Want to learn more...
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http://www.youtube.com/watch?v=jJ5k_Byd9Fs
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Or buy the book...
Monday, January 24, 2011