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Delivering Happiness - Tiger Global Management - 10.3.11 TJ
Delivering Happiness - Tiger Global Management - 10.3.11 TJ
Tiger Global Management 2011 Internet Conference October 3, 2011 TONY Blizzard Entertainment HSIEH JENN LIM April 1, 2011
WWW.DELIVERINGHAPPINESS.COM
SXSW 2010
WHOA.
#1 BESTSELLER LISTS
NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
THEN, THE
BUS TOUR
BEFORE
AFTER
HAPPY WRAP
http://www.youtube.com/watch?v=NtiIXo9Id-s
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charity: water
FIRSTTHERE WAS A
BOOK
BUS TOUR
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THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS ONE OF THOSE MOMENTS WHERE YOU DECIDE YOURE EITHER GOING TO LIVE SOMETHING YOU HAVE NO UNDERSTANDING OF, OR WHETHER YOURE GOING TO STAY IN YOUR BOX AND WHAT YOURE COMFORTABLE WITH.
-ASHTON KUTCHER
SXSW
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1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
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1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
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1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc. 1999-Today: Zappos.com, Inc.
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03
04
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07
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Customer Experience
What What What What How
do customers expect? do customers actually experience? emotions do customers feel? stories do they tell their friends?
CULTURE
the #1 priority
Hiring for culture 5 weeks of training $2000 offer Culture book Twitter helps build culture
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Clothing
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Customer Service
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Culture
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Delivering Happiness
(customers and employees)
feel.
Building Great
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CULTURE
Committable Core Values
Dont make your core values just a meaningless plaque on the wall
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7. 8. 9.
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10.
Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, 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
COMMIT TO TRANSPAREN CY
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ALIGNMENT
It doesnt matter what your core values are as long as you
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From Mariana
Today I saw your workshop in Digital Age and I like to congratulate you. Definitely was the best workshop! Totally inspiring! Something about what you said today, really touched me. I dont know if youre going to read this e-mail, its a little silly, but I was very anxious to tell you these. I had my own theory of happiness. I call it Yummy little thing, in Portuguese Coisinha Gostosa. In my theory every day I allow myself to do something thats really makes me happy. For example: go to a bar with friends, read a page off a book, have lunch in a place I love, buy clothes, play with my nieces. In other words, I have listed all things that I love to do, and every day I do something. It may even be eating a candy! Has the more complex items to the simplest. So, I really identified with your personality, spirit and concept of life. Else, I practice in my daily this theory with my team. I coordinate a team of 11 people. Im responsible, in a technologys company, for a department of creation and communication (www.totvs.com). My principle is we have to be happy every day. We spent 80% of our life inside the company, so we HAVE to be happy there! I give priority to people and not to projects. Very polemic, dont you think? You know why I am see as a competent professional? Because all my projects are delivered in days, with quality. You know why? Because when I can do it, the return I have from my client, makes me happy! Simple like this!!
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Building Great
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VISION
Whatever youre thinking, think
bigger
Does the vision have meaning? Chase the vision, not the money
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VISION
Sean Combs aka Puff Daddy to rapper Biggie Smalls aka Notorious B.I.G.
ENTREPRENEURS:
EMPLOYEES:
MOTIVATION
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Customer Service Culture and core values as our platform Personal Emotional Connection Delivering Happiness
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Questions
Where Where How
What
were the emotions, positive and negative? can you create more stories and
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How
Cirque Youre
in the experience and emotions business. in the stories and memories business.
Youre
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Be Healthy
why?
Retire Early
why?
Make Money
why?
Run Faster
why?
Buy A Home
why? why?
Get Married
why? why?
Run A Marathon
HAPPINE
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HAPPINESS
People are very bad at predicting what will bring them sustained happiness.
When I get ___, I will be happy.
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HAPPINESS
conversion psychology of buying direct marketing customer acquisition metrics repeat customer behavior, etc.
What if you spent just a little bit of your time studying and learning the SCIENCE of HAPPINESS?
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Be Healthy
why?
Retire Early
why?
Make Money
why?
Run Faster
why?
Buy A Home
why? why?
Get Married
why? why?
Run A Marathon
HAPPINE
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HAPPINESS
HAPPINESS
Perceived Progress
Maslows Hierarchy
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3 TYPES OF HAPPINESS
Rock Star
(Pleasure chasing the next high)
time
Flow
(Engagement time flies)
time
time
RECOMMENDED BOOKS
PEAK
Chip Conley
TRIBAL LEADERSHIP
Dave Logan, John King & Halee Fischer-Wright
HAPPINESS HYPOTHESIS
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Jonathan Haidt
tony@deliveringhappiness.com for:
Go
to http://tours.zappos.com for:
Tour of Zappos offices when youre next in Las Vegas (takes about an hour)
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GREAT BUSINES S
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GREAT BUSINES S
HAPPINE SS
Pleasure Passion Purpose
time
time
time
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SCIENCE of HAPPINESS?
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If the research shows that vision / meaning / higher purpose leads to HAPPINESS What is your companys higher purpose?
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Delivering HAPPINESS
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