Bright Spot Delivering Happiness
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Beta version of the Zappos presentation designed for Tony. Don't mind the bloopers within. Just go with the general flow. :)
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Bright Spot Delivering Happiness
- 1. Delivering Happiness Tony Hsieh, CEO
- 2. It all started with pizzaโฆ
- 3. MY BACKGROUND โ96-โ98 โ94-โ95 โ99 โ99 - Today
- 4. ZAPPOS AT A GLANCE * Founded in 1999 700 in Las Vegas 700 in Lewisville 1400 employees
- 5. ZAPPOS AT A GLANCE 4 million warehouse items 100% inventoried BEST SELECTION!
- 6. Zappos is powered by SERVICE! Fast, FREE shipping FREE return shipping Fast, friendly expert customer loyalty team 365-day return policy Fast fulfillment
- 7. Zapposon TV!
- 8. Zapposin the News! โ50 Most Innovative Companiesโ โ100 Best Companies to Work Forโ โTop 25 Customer Service Champsโ
- 9. Zappos is committed to WOWing every customer. 365-day returns!
- 10. Customers come. Then they come back. Then they order more and more often!
- 11. The Power of WOW $1,000 800 Gross Sales $MM 600 400 200 โ01 โ02 โ06 โ03 โ04 โ05 โ07 โ00 โ08
- 12. SERVICE What customers notice first 24/7 customer service 800 number on every page 365-day return policy Free return shipping Free shipping
- 13. SERVICE What customers experience next Redirection to competitorsโ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service
- 14. SERVICE How we ensure it with our employees $2000 incentive to quit 5 weeks of training No sales-based performance goals No call times
- 15. SERVICE How we ensure it through our policies Use of the telephone and Twitter Culture Books 24/7 warehouse All products inventoried โ no drop shipping 50% of interviews and performance reviews based on values and culture fit
- 17. WE OWN THE 3 S
- 18. lothing
- 19. ustomer Service
- 20. ulture
- 21. โIโve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.โ - Maya Angelou
- 22. ulture = COMMITTABLE COREVALUES
- 25. Embrace and drive change.
- 26. Create fun and alittle weirdness.
- 27. Be adventurous, creative and open-minded.
- 28. growth Pursue and learning.
- 29. Build open and honest relationships with communication.
- 30. Build a positive team and family spirit.
- 31. Do more with less.
- 32. Be passionate and determined. Delivery!
- 33. Be humble.
- 34. Thatโs great for Zappos but it wouldnever work at my companyโฆ
- 35. โIt doesnโt matter what your core values areโฆ as long as you commit to them.
- 36. S 7 P E TO BUILDING A T S BRAND THAT MATTERS
- 37. Sooner rather than later, DECIDE if youโre trying to build a long- term, sustainable brand. STEP 1:
- 38. STEP 2: Figure out values and culture.
- 39. company personal Values Culture Live the brand! Align!
- 40. STEP 3: Commit to transparency.
- 41. transparency tours and reporter visits โAsk Anythingโ newsletter extranet for vendors twitter.zappos.com zapposinsights.com
- 42. STEP 4: HAVE A VISION. Whatever youโre thinking, think bigger.
- 43. WORDS OF WISDOM Donโt chase the paper; chase the DREAM. Sean Combs, a.k.a. โPuff Daddyโ Biggie Smalls, a.k.a. โNotorious B.I.G., โ
- 44. What would you do passionatelyfor 10years without making a dime?
- 45. Whatโs the greater vision and purpose of employeesโ work? Go beyond the profit motive.
- 46. Motivation is different from inspiration.
- 47. STEP 5: BUILD RELATIONSHIPS. Donโt โnetwork.โ
- 48. STEP 6: BUILD YOURTEAM. Hire slowly, fire quickly.
- 49. If you want to go quickly, go alone. If you want to go far, go together. โ African proverb
- 50. STEP 7: THINK LONG TERM. There is no get-rich formula.
- 51. Stop and ask yourself: What is your goal in life?
- 52. โIf happiness is your goal, ask why 5 times about every matter.โ โ TaiichiOhno why why why why
- 53. Get an education. Why? Have a great career. Why? Save money. Why? Retire early. Why? Spend time with your family. Why?
- 54. Research has shown that people are very bad at predicting what will bring us sustained happiness.
- 55. Thereโs a science behind business. conversion psychology of buying direct marketing repeat customer behavior customer acquisition metrics
- 56. What if we studied the science behind happiness?
- 57. A FEW DIFFERENT ON HAPPINESS f r a m e w o s r k
- 58. Perceived Control, Perceived Progress, Connectedness, Vision and Meaning
- 59. Maslowโs Hierarchy Self Actualization Self-Esteem Love/Belonging Safety Physiological
- 60. TYPES OF HAPPINESS Rock Star (Pleasure) Flow (Engagement) Meaning (Higher Purpose)
- 62. If research shows that vision and a higher purpose leads to happinessโฆ
- 63. โฆwhat percentage of your time are you willing to spend learning the science of happiness?โ
- 64. How can the science of happiness help your business, your brand, and yourself?
Editor's Notes
- Zappos is Powered by SERVICE - Best online shopping experience possibleFast fulfillment and Fast, free shipping, Expedited delivery (redundancy here โ email Brian)
- ZAPPOS on TVTV: Oprah, ABC Nightline, 60 Minutes (donโt need the years and Tony can say โnice but we pay more attention to our customers)
- ZAPPOS IN THE NEWSMagazines: #23 on Fortuneโs โ100 Best Companies to Work Forโ. (Tony should say Highest ranking debut for a newcomer)
- ZAPPOS IS COMMITTED TO โWOWโING EVERY CUSTOMER (Tony can indicate that theyโve seen the service value prop in action)
- Customers come. (Tony states the stats)Then they come back. (Tony states the stats)And when they come back, they order more and more often. (Tony states the stats)
- SB (Now) Slide 11:The reason why itโs acceptable to remove the stats on the slide before is because (a) these types of things need to be STATED, not read (b) no one will remember the minutiae/numbers and (c) this slide punctuates their success and people will remember the visual of the exponential increase.
- With our Employees:5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office โ thatโs where their customer loyalty team is and Tony can mention that if he wants to);
- WE TAKE OWNERSHIP OF THE THREE Cs (or WE OWN THE THREE Cs) โ (Ask Tony/Brian)
- SB (Now) Slide 21 (or deleted preferably):I donโt love the pyramid and the flow to the next slide would be just fine without it. Do we really need it? And is the meaning implied by a pyramid really the importance? Ask Tony and Brian.
- โPeople may not remember exactly what you did, or what you said, but they will always remember how you made them feel.โ (Tonyโs quote in PP โ tell him you found the real one and the author.)
- Culture = Committable Core ValuesโCommittable Core Valuesโ represented by image of person standing with a heart on his shirt and a heart on a flag thatโs stuck in the ground next to him, that heโs holding proudly (metaphor is that you put a stake in the ground when you commit to something).Keep four photos but array them like a stack of books, spread arched like a deck of cards.(Ask Tony and Brian if the pictures of the Culture books serve a particular purpose?)
- SB (Now) Slide 35Text โIt doesnโt matter what your core values areโฆas long as you commit to them. Remove the word โAlignmentโ (Ask Tony and Brian about this. Does he really want to say that it doesnโt matter what your core values are?)
- SB (Now) Slide 37Text โStep 1: Sooner rather than later, DECIDE if youโre trying to build a long-term, sustainable brand.โ (Remove the words โRequires more patience with revenues & profits in order to lay the foundation. He can say that.)
- SB (Now) Slide 39Smaller but exact version of DECIDE text above Then โFigure out values and culture with two arrows going overhead pointing to โpersonalโ and โcompany.โ Two arrows underneath point to โALIGNโ and โLIVE THE BRAND.โ (Remove the words โStart early. It is surprisingly harder than you think. It doesnโt matter what the values are. Some of this heโs already included before and others he can say in his presentation.)
- SB (Now) Slide 40Text โStep 3: COMMIT TO TRANSPARENCYโ Text fade to gray. Text in my own handwritten font โ larger than the 10 committable values earlier which are in Hand of Sean font. None of the 7 will have images because the font will serve as a word picture. Remove the words โdonโt try to be someone youโre not โ he can say that.โ First, โYour culture IS your brandโ and then โBe real and you have nothing to fear.โ
- SB (Now) Slide 42Text Step 4: VISION โ Whatever youโre thinking, think bigger. (Remove Does the vision have meaning? (Tony can say) And โChase the vision, not the money.โ Because thatโs on the next slide basically)
- SB (Now) Slide 43Textโ Donโt Chase the paper, chase the dream.โ (Hand of Sean font) Photo of Biggie with hand-drawn frame around him like the other photos of employees. Remove the word โvisionโ and all the other text. Also, confirm that itโs okay to put Puff Daddyโs photo in there since heโs the one with the actual quote.
- SB (Now) Slide 44Text โWhat would you do passionately for 10 years without making a dime? (Remove the word entrepreneurs. Tony can say.)
- SB (Now) Slide 45Whatโs the greater vision and purpose of employeesโ work โ beyond the profit motive?โ(Remove the word โemployees.โ Included in question.)
- (Now) Slide 50Text โStep 7: โThere is no get-rich formula (above and in Hand of Sean font), THINK LONG TERMโ in my own handwritten font. (Remove the words โovernight successes are years in the making, both personally and in business.โ Tony can say.)
- SB (Now) Slide 53โGet an education. (Why?) Have a great career. (Why?) Save money. (Why?) Retire early. (Why?) Spend time with your family. (Why?) Happiness.โ Use Slide 37 Prototype B as sample for image. (Only need one of these threads of thought to get the point across.)
- SB (Now) Slide 54Image of someone at a slot machine. Research has shown (in hand of sean font), PEOPLE ARE VERY BAD AT PREDICTING WHAT WILL BRING THEM SUSTAINED HAPPINESS.โ Remove โwhen I get ___, I will be happy and When I achieve _____, I will be happy.โ
- SB (Now) Slide 58Text: Perceived Control, Perceived Progress, Connectedness, Vision and Meaning(Need to know where this came from so it can have an actual framework name, like Maslowโs Hierarchy.)
- Not sure if I need to recreate the following slides โ may be just for SXSW? Canโt include all the links because it takes too much time, no one will read them all, canโt see them in small font and donโt want a string of slides. Probably need to mention the following: ย Follow me on TwitterEmail me for copy of this presentation.Take a Zappos Tour!ย SB (Now) Slide 66Repeat of pizza illustration slide.ย SB (Now) Slide 67Text: Zappos: Delivering Happiness Image: repeat of title slide.