Delivering happiness Tony Hsieh Oct 2011
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Transcript of Delivering happiness Tony Hsieh Oct 2011
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Of Note:
•New York Times, NO1 best seller list, 27 weeks
•Genre•Good to Great -Jim Collins•Tribal Leadership -Dave Logan• How Great Companies Get Their Mojo from Maslow -Chip Conley
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Early days• Asian Family
• 2 Brothers Andy & David• Valued Music, Good Grades• Worms, newsletters, Boys Life, Buttons• Programming high School, 976 SEXY• Practiced SAT’s. Wanted Brown, took Harvard (for parents)
• Harvard• Quincy House Grill with Sanjay• Burgers• Pizza (better return)• Alfred Slices
• Finance/Management Consultants• Oracle Testing home & back• Bored• Webdesign• Chambers free to get members.
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LinkExchange & Beyond• Link Exchange
• Code, Banner ads appeared. For every 000 impressions they got 500 and so did link exchange to sell
• Fast growth, 5 months 1M offer • Customer service, friends• 10 months 25 people• Jerry Yang Yahoo 20M offer • Sequoia Capital 3M buy in• Alfred joins, 18 month blur, 100 employees by ‘98• Work dread Culture shock• More finance needed Strategic Partnership Microsoft Netscape
250M Eventually Microsoft 265M• Stay a year 40M or go 32 M• Millionaire Cruise bet• Poker
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Frogs to Zappos• Venture Frog• 20 Startups
• Lofts• Tribe• Raves
• Flow• Zappos
• Buy in more Fred• Alfred CFO
• Culture• Customers• Drop Shipping• Warehousing • Outsourcing Lesson• Beside Kentucky Hub• Culture• Vegas• Pipeline
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Frogs to Zappos• Culture
• Brand, Culture, Pipeline (BCP)• Wow• Vendors• Marketing = people• Core values• Great customer service company• People = Family• Investors Sequoia• 2008 Layoffs• Alignment• Investors want to cash in• Amazon Marriage• BCP recognised & protected
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Core Values1. 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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Zappos Amazon
•Speaking•Tours•Happiness Comes in a box•Scientific Study of Happiness and how to improve it for normal people
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Happiness
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Maslow
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Key Learnings
• 1. Culture, Culture, Culture– 10 core values. You can be hired or
fired based on your commitment and alignment with these values.
– Zappos might be the best online shoe retailer but they are so much more. They are a Customer Service Company in their DNA.
• 2. Be passionate– Then it’s not just about the money
so you’ll enjoy what you’re doing .• 3. Have a goal in life?
– Keep asking your self why and you’ll find it’s happiness.
• 4. HAPPINESS– Happiness is about 4 things:
perceived control, perceived progress, connectedness and vision and meaning. All of these apply to our personal life and our companies.
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Read It……