Jamie Naughton is an employee engagement strategist who worked at Zappos for over 6 years in human resources, engagement, and operations. She discusses how Delivering Happiness started as a book about Zappos' culture that became a bestseller, then expanded into a movement. Zappos prioritizes building a strong company culture through carefully defining core values, committing to transparency, focusing on relationships and personal connections, and hiring employees who align with creating a fun work environment dedicated to excellent customer service.
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a little
about
me…
Delivering Happiness
Employee Engagement Strategist
- I get to talk to people like you!
Zappos.com, Inc.
Speaker of the House
- 6+ years (Human Resources, Engagement, Operations)
R&D
Community
and Media
Culture
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280,000+ COPIES SOLD
17+ LANGUAGES/COUNTRIES
2010 BEST OF LISTS
AMAZON CUSTOMER FAVORITE
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
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What is Delivering Happiness?
• It started with a book.
• Then there was the bus
tour…
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Long before there was a book…
1994-1995: Pizza business in
college
•1996-1998: LinkExchange (online
advertising)
•1999: Venture Frogs (investment
fund)
•1999-Today: Zappos.com, Inc.
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A service company that just happens to
sell
shoes, clothing, handbags, accessories,
housewares…
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CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS SEE FIRST?
• 800 number on every page
• 24 hour customer service
• Free shipping – Free returns
• 365 day return policy
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CUSTOMER EXPERIENCE
WHAT DO CUSTOMERS EXPERIENCE?
• Fast and accurate fulfillment.
• Surprise upgrades
• Exceptional customer service
• Direct to competitors website
• No call times/quotas/sales goals
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HOW IS CULTURE
#1 PRIORITY?
Interviews – 50% Culture Based
4 Weeks of Training
Pay to Quit
Performance Reviews – 100%
Culture Based
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WHAT CULTURE CAN DO FOR A COMPANY
„01 „02 „06„03 „04 „05 „07„00 „08
GrossSales$MM
$1,000
800
600
400
200
NOV „09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
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“BRAND IS A
LAGGING
INDICATOR OF
CULTURE”
– TONY HSIEH
HOW DID ZAPPOS
BUILD THEIR
CULTURE AND
BRAND?
HOW CAN YOU
APPLY THEIR
LESSONS LEARNED?
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1. IS IT
IMPORTANT
TO YOU?
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
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2. DEFINE
YOUR CORE
VALUES
IT’S HARD, SO START EARLY.
WHAT ARE YOUR PERSONAL CORE
VALUES?
WHAT ARE YOUR COMPANY’S CORE
VALUES?
DO THEY ALIGN?
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CORE VALUES
AT ZAPPOS
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
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3. COMMIT TO
BE REAL. BE YOURSELF.
YOUR CULTURE IS YOUR BRAND!
EXAMPLES:
“ASK ANYTHING”
VENDOR EXTRANET
TOURS & MEDIA VISITS
CULTURE BOOK
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FOR
EMPLOYEES
WHAT’S THE LARGER
VISION AND GREATER
PURPOSE IN THEIR
WORK BEYOND MONEY
OR PROFITS?
FOR
ENTREPRENEURS
WHAT WOULD YOU BE
PASSIONATE ABOUT DOING
IF YOU DIDN’T FEAR
FAILURE AND DIDN’T MAKE
ANY MONEY FOR 10
YEARS?
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5. BUILD
RELATIONSHIPS
IT’S NOT ABOUT NETWORKING OR
MARKETING.
IF YOU’RE INTERESTED, YOU DON’T HAVE
TO TRY TO BE INTERESTING.
EXAMPLES:
ZCN Clubs
10-20% MGR Rule
PEC
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6. BUILD THE
TEAM
“IF YOU WANT TO GO QUICKLY, GO ALONE.
IF YOU WANT TO GO FAR, GO TOGETHER.”
HIRE SLOWLY. FIRE QUICKLY.
- AL GORE, FROM AN AFRICAN PROVERB
(THAT’S NOT AL GORE)
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RESEARCH SHOWS
WE’RE SUPERBAD AT
PREDICTING WHAT
WILL BRING US
SUSTAINED
HAPPINESS
EXAMPLES:
LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”
“WHEN I ACHIEVE ____, I’LL BE HAPPY”