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Delivering Happiness - Vegas Valley Book Festival - 11.5.11 TJ
Delivering Happiness - Vegas Valley Book Festival - 11.5.11 TJ
Vegas Valley Book Festival November 5, 2011 TONY HSIEH JENN LIM
(LENTICULAR)
SXSW 2010
#1 BESTSELLER LISTS
WHOA.
THEN, THE
BUS TOUR
BEFORE
AFTER
HAPPY WRAP
http://www.youtube.com/watch?v=NtiIXo9Id-s
charity: w a t e r
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.
SXSW 2011
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ICEE
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JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM CULTUREBOOK.ORG JENN@DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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1994-1995:
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1994-1995: 1996-1998:
Pizza business in college LinkExchange (online advertising) Sold to Microsoft for $265 million
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1994-1995: 1996-1998:
Pizza business in college LinkExchange (online advertising) Sold to Microsoft for $265 million
1999:
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1994-1995: 1996-1998:
Pizza business in college LinkExchange (online advertising) Sold to Microsoft for $265 million
1999:
1999-Today:
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1994-1995: 1996-1998:
Pizza business in college LinkExchange (online advertising) Sold to Microsoft for $265 million
1999: Inc.
1999-Today: Zappos.com, Inc. Nov 2009: closing June 2010: , shares valued at $1.2 billion at
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800
600
400
200
00
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01
02
03
04
05
06
07
08
Customer Experience
What
What
What
What
How
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the #1 priority
Hiring for culture 5 weeks of training $2000 offer Culture book Twitter helps build culture
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CULTURE
Clothing
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Clothing
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Customer Service
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Culture
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Clothing
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Delivering Happiness
(customers and employees)
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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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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
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COMMIT TO TRANSPARENCY
Be real and you have nothing to fear
Your culture is your brand
ALIGNMENT
It doesnt matter what your core values are as long as you commit to them.
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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!! Well, I hope you had understood me. And Im very happy to know that there someone else in the world who thinks like me! Good luck in propagation this concept!
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The most rewarding thing to us is, when we are walking around in Austin and we see some of our friends, the first thing they say to us is that they were in SIX and our employees were just so nice. They ask me how I get them to act like that when other bars are not that way. I just smile and say, Zappos, Baby. I dont tell them the whole story; I let them try and figure it out for themselves like we did. As I said earlier, when the student is ready, the teacher will appear. Thanks, Tony!
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Building Great
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VISION
Whatever youre thinking, think
bigger
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VISION
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ENTREPRENEURS:
What would you be passionate about doing for 10 years even if you never made a dime?
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EMPLOYEES:
Whats the larger vision and greater purpose in their work beyond money or profits?
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MOTIVATION
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Selection Customer Service Culture and core values as our platform Personal Emotional Connection Delivering Happiness
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Questions
Where
Where
How
What
How
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Cirque
Youre
Youre
Think
bigger.
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Boyfriend / Girlfriend
why?
Be Healthy
why?
Retire Early
why?
Make Money
why?
Run Faster
why?
Buy A Home
why?
Get Married
why? why?
Run A Marathon
HAPPINESS
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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? How much HAPPIER could you be?
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Boyfriend / Girlfriend
why?
Be Healthy
why?
Retire Early
why?
Make Money
why?
Run Faster
why?
Buy A Home
why?
Get Married
why? why?
Run A Marathon
HAPPINESS
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HAPPINESS
HAPPINESS
Perceived Control
Perceived Progress Connectedness Vision / Meaning
(Being part of something bigger than yourself)
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Maslows Hierarchy
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3 TYPES OF HAPPINESS
Rock Star
(Pleasure chasing the next high)
time
Flow
(Engagement time flies)
time
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RECOMMENDED BOOKS
PEAK
Chip Conley
TRIBAL LEADERSHIP
Dave Logan, John King & Halee Fischer-Wright
HAPPINESS HYPOTHESIS
Jonathan Haidt
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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 BUSINESS
GREAT BUSINESS
HAPPINESS
Pleasure Passion
time time
Purpose
time
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?
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If the research shows that vision / meaning / higher purpose leads to HAPPINESS What is your companys higher purpose?
Delivering HAPPINESS
Delivering HAPPINESS
Learn more and join the movement! www.deliveringhappiness.com
jenn@deliveringhappiness.com tony@deliveringhappiness.com
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