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Jamie Naughton,[object Object],Employee Engagement Strategist ,[object Object]
a little about me…,[object Object],Delivering Happiness ,[object Object],Employee Engagement Strategist,[object Object],- I get to talk to people like you!,[object Object],Zappos.com, Inc.  ,[object Object],Speaker of the House,[object Object],- 6+ years (Human Resources, Engagement, Operations),[object Object]
What is Delivering Happiness? ,[object Object],It started with a book.,[object Object]
280,000+ COPIES SOLD,[object Object],17+ LANGUAGES/COUNTRIES,[object Object],2010 BEST OF LISTS,[object Object],	AMAZON CUSTOMER FAVORITE,[object Object],	NPR MARKETPLACE,[object Object],	INC. MAGAZINE,[object Object],	NEW YORK POST,[object Object],	READWRITEWEB,[object Object],#1 BESTSELLER LISTS,[object Object],NYTIMES,[object Object],	WSJ,[object Object],	AMAZON,[object Object],	BARNES & NOBLE,[object Object],	BORDERS,[object Object]
What is Delivering Happiness? ,[object Object],It started with a book.,[object Object],Then there was the bus tour…,[object Object]
Delivering Happiness
BEFORE,[object Object],AFTER,[object Object]
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
Delivering Happiness
charity: water,[object Object]
Delivering Happiness
Delivering Happiness
What is Delivering Happiness? ,[object Object],It started as a book.,[object Object],Then there was the bus.,[object Object],And now the happiness movement…,[object Object]
“DELIVERING ,[object Object],HAPPINESS ,[object Object],IS A MOVEMENT,[object Object],THAT HAPPENS TO ,[object Object], HAVE A BOOK”,[object Object],- SETH GODIN,[object Object]
WE HEARD FROM AROUND THE WORLD,[object Object],no matter what…,[object Object],BACKGROUND,[object Object],CULTURE,[object Object],IDEAS,[object Object],JOB,[object Object],UNIFIED,[object Object],BY THE SAME ,[object Object],VISION,[object Object],HAPPINESS,[object Object]
ICEE,[object Object],INSPIRE,[object Object],CONNECT,[object Object],EDUCATE,[object Object],EXPERIENCE,[object Object]
Long before there was a book…,[object Object],1994-1995: Pizza business in college,[object Object],[object Object]
1999: Venture Frogs (investment fund)
1999-Today: Zappos.com, Inc.,[object Object]
2009  #23,[object Object],  2010  #15,[object Object],2011    #6,[object Object],TOP 100 BEST COMPANIES TO WORK FOR,[object Object]
Headquarters: Henderson, NV,[object Object],Fulfillment: Shepherdsville, KY,[object Object],2000+ employees,[object Object]
1,000+ brands,[object Object],200,000+ styles,[object Object],6 million items ,[object Object],in warehouse,[object Object],100% inventoried ,[object Object]
CUSTOMER EXPERIENCE,[object Object],WHAT DO CUSTOMERS SEE FIRST?,[object Object],[object Object]
24 hour customer service
Free shipping – Free returns
365 day return policy,[object Object]
Surprise upgrades
Exceptional customer service
Direct to competitors website
No call times/quotas/sales goals,[object Object]
What is the #1 PRIORITY?,[object Object],CULTURE,[object Object]
HOW IS CULTURE ,[object Object],#1 PRIORITY?,[object Object],Interviews – 50% Culture Based,[object Object],5 Weeks of Training,[object Object],Pay to Quit,[object Object],Performance Reviews – 100% Culture Based,[object Object]
WHAT CULTURE CAN DO FOR A COMPANY,[object Object],$1,000,[object Object],800,[object Object],Gross Sales $MM,[object Object],600,[object Object],400,[object Object],200,[object Object],NOV ‘09 AMAZON ACQUIRES ZAPPOS,[object Object],$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING,[object Object],‘01,[object Object],‘02,[object Object],‘06,[object Object],‘03,[object Object],‘04,[object Object],‘05,[object Object],‘07,[object Object],‘00,[object Object],‘08,[object Object]
HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND?,[object Object],HOW CAN YOU APPLY THEIR LESSONS LEARNED?,[object Object],“BRAND IS A LAGGING INDICATOR OF CULTURE” ,[object Object],– TONY HSIEH,[object Object]
1. IS IT  IMPORTANT TO YOU?,[object Object],DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?,[object Object],ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT?,[object Object],HOW HIGH A PRIORITY WILL IT BE?,[object Object]
2. DEFINE YOUR CORE VALUES,[object Object],IT’S HARD, SO START EARLY.,[object Object],WHAT ARE YOUR PERSONAL CORE VALUES?,[object Object],WHAT ARE YOUR COMPANY’S CORE VALUES?,[object Object],DO THEY ALIGN?,[object Object]
EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY?,[object Object],(LET ALONE LIVE BY THEM)?,[object Object]
RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM,[object Object]
CORE VALUES AT ZAPPOS,[object Object], Deliver WOW Through Service,[object Object], Embrace and Drive Change,[object Object], Create Fun and a Little Weirdness,[object Object], Be Adventurous, Creative, and Open-Minded,[object Object], Pursue Growth and Learning,[object Object], Build Open and Honest Relationships With Communication,[object Object], Build a Positive Team and Family Spirit,[object Object], Do More with Less,[object Object], Be Passionate and Determined,[object Object], Be Humble,[object Object]
3. COMMIT TOTRANSPARENCY,[object Object],BE REAL. BE YOURSELF.,[object Object],YOUR CULTUREIS YOUR BRAND!,[object Object],EXAMPLES:,[object Object],TWITTER.ZAPPOS.COM,[object Object],“ASK ANYTHING”,[object Object],VENDOR EXTRANET,[object Object],TOURS & MEDIA VISITS,[object Object],ZAPPOS INSIGHTS,[object Object],CULTURE BOOK,[object Object]
THE CULTURE BOOK,[object Object],THE CULTURE BOOK,[object Object]
THE CULTURE BOOK,[object Object],WHAT IS IT?,[object Object],“WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?” ,[object Object],COMPLETELY UNEDITED ,[object Object],EXCEPT FOR TYPOS AND SPELLING,[object Object]
4. VISION,[object Object],DOES IT HAVE MEANING AND PASSION BEHIND IT?,[object Object],CHASE THE VISION, NOT THE MONEY.,[object Object],WHATEVER YOU’RE THINKING…THINK BIGGER!,[object Object]
VISION,[object Object],Selection,[object Object]
VISION,[object Object],FOR ,[object Object],EMPLOYEES,[object Object],WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?,[object Object],FOR ,[object Object],ENTREPRENEURS,[object Object],WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?,[object Object]
VISION,[object Object],Motivation ,[object Object],vs. ,[object Object],Inspiration,[object Object]
5. BUILD RELATIONSHIPS,[object Object],IT’S NOT ABOUT NETWORKING OR MARKETING.,[object Object],IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.,[object Object],EXAMPLES:,[object Object],ZCN Clubs,[object Object],PEC,[object Object],10-20% MGR Rule,[object Object]
6. BUILD THE TEAM,[object Object],“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”,[object Object],HIRE SLOWLY. FIRE QUICKLY.,[object Object],- AL GORE, FROM AN AFRICAN PROVERB ,[object Object],			  (THAT’S NOT AL GORE),[object Object]
TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?,[object Object]
Delivering Happiness
RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS,[object Object],EXAMPLES:,[object Object],LOTTERY WINNERS,[object Object],“WHEN I GET ___, I’LL BE HAPPY”,[object Object],“WHEN I ACHIEVE ____, I’LL BE HAPPY”,[object Object]
Delivering Happiness
Delivering Happiness

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