Delivering Happiness

1. Jamie Naughton Employee Engagement Strategist

2. 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)

3. What is Delivering Happiness? It started with a book.

4. 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

5. What is Delivering Happiness? It started with a book. Then there was the bus tour…

7. BEFORE AFTER

21. charity: water

24. What is Delivering Happiness? It started as a book. Then there was the bus. And now the happiness movement…

25. “DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN

26. WE HEARD FROM AROUND THE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS

27. ICEE INSPIRE CONNECT EDUCATE EXPERIENCE

29. 1999: Venture Frogs (investment fund)

31. 2009 #23 2010 #15 2011 #6 TOP 100 BEST COMPANIES TO WORK FOR

32. Headquarters: Henderson, NV Fulfillment: Shepherdsville, KY 2000+ employees

33. 1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried

35. 24 hour customer service

36. Free shipping – Free returns

38. Surprise upgrades

39. Exceptional customer service

40. Direct to competitors website

42. What is the #1 PRIORITY? CULTURE

43. HOW IS CULTURE #1 PRIORITY? Interviews – 50% Culture Based 5 Weeks of Training Pay to Quit Performance Reviews – 100% Culture Based

44. WHAT CULTURE CAN DO FOR A COMPANY $1,000 800 Gross Sales $MM 600 400 200 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING ‘01 ‘02 ‘06 ‘03 ‘04 ‘05 ‘07 ‘00 ‘08

45. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED? “BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH

46. 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?

47. 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?

48. EVER WONDER IF ANYONE EVER READS CORE VALUES ON THE PLAQUE IN THE LOBBY? (LET ALONE LIVE BY THEM)?

49. RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM

50. CORE VALUES AT ZAPPOS 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

51. 3. COMMIT TOTRANSPARENCY BE REAL. BE YOURSELF. YOUR CULTUREIS YOUR BRAND! EXAMPLES: TWITTER.ZAPPOS.COM “ASK ANYTHING” VENDOR EXTRANET TOURS & MEDIA VISITS ZAPPOS INSIGHTS CULTURE BOOK

52. THE CULTURE BOOK THE CULTURE BOOK

53. THE CULTURE BOOK WHAT IS IT? “WHAT DOES THE ZAPPOSCULTURE MEAN TO YOU?” COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING

54. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? CHASE THE VISION, NOT THE MONEY. WHATEVER YOU’RE THINKING…THINK BIGGER!

55. VISION Selection

56. VISION 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?

57. VISION Motivation vs. Inspiration

58. 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 PEC 10-20% MGR Rule

59. 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)

60. TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?

62. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINEDHAPPINESS EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”

65. MOST LONG-TERM, FULFILLING HAPPINESS HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF

67. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… WHAT’S YOUR COMPANY’S HIGHER PURPOSE?

68. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… WHAT’S YOUR HIGHER PURPOSE?

70. THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM CULTUREBOOK.ORG JAMIE@DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT