Zappos - Startup School - 10-24-09
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Delivering Happiness Tony Hsieh – CEO [email protected] twitter.com/zappos Startup School October 24, 2009
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Transcript of Zappos - Startup School - 10-24-09
Delivering HappinessTony Hsieh – [email protected]
twitter.com/zappos
Startup SchoolOctober 24, 2009
Slide 2
Slide 3
A Little About Me (Tony)My Background
Slide 4
Power of repeat customers and word of mouth...
2000 2001 2002 2003 2004 2005 2006 2007 2008
Gross Sales 1.6 8.6 32 70 184 370 597 841 1014
$0
$200
$400
$600
$800
$1,000
Gro
ss S
ales
$M
's
Slide 5
Focusing on the 3 C’s
Clothing
Customer Service
Culture
Slide 6
Clothing
Slide 7
Customer Service
Slide 8
Culture
Slide 9
Focusing on the 3 C’s:Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
Slide 10
ZapposDelivering 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.”
Slide 11
Building Great
Slide 12
VISION“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
Slide 13
VISION
“Don’t chase the paper, chase the dream.”
Sean Combs aka “Puff Daddy” to rapperBiggie Smalls aka “Notorious B.I.G.”
in Notorious
Slide 14
ENTREPRENEURS:
“What would you be passionate about doing for 10 years even if you never made a dime?”
Slide 15
EMPLOYEES:
What’s the larger vision and greater purpose in
their work beyond money or profits?
Slide 16
CULTURE“Committable Core Values”
Slide 17
Zappos 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
Slide 18
It doesn’t matter what your core values are… as long as
you commit to them.
ALIGNMENT
Slide 19
MOTIVATIONvs.
INSPIRATION
Slide 20
Vision & CultureCAN INSPIRE
Passion & Purpose
Slide 21
Evolution of Zappos BrandTranscends shoes & service
• 1999 Selection
• 2003 Customer Service
• 2005 Culture and core values as our platform
• 2007 Personal Emotional Connection
• 2009 Delivering Happiness
Slide 22
TAKE A STEP BACKWhat is your goal in life?
Slide 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?
HAPPINESSwhy? why? why? why?
Slide 25
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.”
Slide 26
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 HAPPINIESS?
• How much HAPPIER could you be?
Slide 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?
HAPPINESSwhy? why? why? why?
A Few Different Frameworks of
HAPPINESS
Slide 29
Perceived Control
Perceived Progress
Connectedness
Vision / Meaning(Being part of something bigger than yourself)
Slide 30
Maslow’s Hierarchy:
Slide 31
Pleasure / Rock Star(Chasing the next high)
Passion / Flow(Engagement – time flies)
Higher Purpose / Meaning(Being part of something bigger than yourself)
3 TYPES OF HAPPINESS
time
time
time
Slide 32
• Email [email protected] for:
A copy of this presentation
FREE culture book (need physical mailing address)
Slide 33
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?
Slide 34
GREAT BUSINESS
Profits
Passion
Purpose
Slide 35
Pleasure
Passion
Purpose
HAPPINESS
time
time
time
GREAT BUSINESS
Profits
Passion
Purpose
Slide 36
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
Delivering HappinessTony Hsieh – [email protected]
twitter.com/zappos
Startup SchoolOctober 24, 2009
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