Delivering Happiness

Tony Hsieh – CEO ceo@zappos.com twitter.com/zappos TEDIndia November 5, 2009

Clothing

Slide 2

Customer Service

Slide 3

Culture Slide 4 .

” Slide 5 .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.

Building Great Slide 6 .

VISION “Whatever you’re thinking.” Does the vision have meaning? Chase the vision. think bigger. not the money… Slide 7 .

I.” Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.G. chase the dream.VISION “Don’t chase the paper.” in Notorious Slide 8 .

ENTREPRENEURS: “What would you be passionate about doing for 10 years even if you never made a dime?” Slide 9 .

EMPLOYEES: What’s the larger vision and greater purpose in their work beyond money or profits? Slide 10 .

CULTURE “Committable Core Values” Slide 11 .

2. 8. 3. 9. 10. 4. Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous. 7.Zappos Core Values 1. and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble Slide 12 . 6. Creative. 5.

It doesn’t matter what your core values are… as long as you commit to them. ALIGNMENT Slide 13 .

INSPIRATION Slide 14 .MOTIVATION vs.

Vision & Culture CAN INSPIRE Passion & Purpose Slide 15 .

Evolution of Zappos Brand Transcends shoes & service • 1999 • 2003 • 2005 • 2007 • 2009 Selection Customer Service Culture and core values as our platform Personal Emotional Connection Delivering Happiness Slide 16 .

TAKE A STEP BACK What is your goal in life? .

WHAT IS YOUR GOAL IN LIFE? Grow Company why? Get a Great Job why? Boyfriend / Girlfriend why? Be Healthy why? Retire Early why? Make Money why? Find Soul Mate why? Run Faster why? Spend Time w/ Family why? Buy A Home why? Get Married why? why? Run A Marathon HAPPINESS Slide 18 .

RESEARCH HAS SHOWN: HAPPINESS People are very bad at predicting what will bring them sustained happiness.” “When I achieve ___. I will be happy. “When I get ___.” Slide 19 . I will be happy.

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? Slide 20 .

WHAT IS YOUR GOAL IN LIFE? Grow Company why? Get a Great Job why? Boyfriend / Girlfriend why? Be Healthy why? Retire Early why? Make Money why? Find Soul Mate why? Run Faster why? Spend Time w/ Family why? Buy A Home why? Get Married why? why? Run A Marathon HAPPINESS Slide 21 .

A Few Different Frameworks of HAPPINESS .

Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself) Slide 23 .

Maslow’s Hierarchy: Slide 24 .

3 TYPES OF HAPPINESS Pleasure / Rock Star (Chasing the next high) time Passion / Flow (Engagement – time flies) time Higher Purpose / Meaning (Being part of something bigger than yourself) time Slide 25 .

GREAT BUSINESS Profits Passion Purpose Slide 26 .

GREAT BUSINESS HAPPINESS Profits Passion Purpose Pleasure time Passion time Purpose time Slide 27 .

com for: A copy of this presentation FREE culture book (need physical mailing address) Slide 28 .• Email ceo@zappos.

and yourself? Slide 29 .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.

If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose? Slide 30 .

Delivering HAPPINESS .

com/zappos TEDIndia November 5.Delivering Happiness Tony Hsieh – CEO ceo@zappos. 2009 .com twitter.

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