Tony Hsieh, CEO of Zappos, discusses the company's background and culture. Some key points:
- Zappos was founded in 1999 and has grown to 1400 employees, half based in Las Vegas headquarters.
- The company focuses on delivering outstanding customer service through fast shipping, easy returns, and friendly customer support.
- Zappos has a strong company culture defined by its 10 core values, such as delivering wow through service and embracing change. Employees receive 5 weeks of training on culture.
- Hsieh emphasizes building a brand through authentic values, transparency, and long-term thinking rather than quick profits. Treating customers and employees well leads to customer loyalty and business success.
12. Owning the 3 C ’s: C lothing C ustomer Service C ulture
13. ZAPPOS Delivering Happiness (for customers and employees) “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”
19. STEP #1 DECIDE i f you’re trying to build a long term sustainable brand Requires more patience with revenues & profits in order to lay the foundation Decide sooner rather than later
28. STEP #5 BUILD RELATIONSHIPS (not networking) Be interested i nstead of trying to be interesting
29. STEP #6 BUILD YOUR TEAM “ If you want to go quickly, go alone. If you want to go far, go together.” (Al Gore quoting African proverb) Hire slowly Fire quickly
30. STEP #7 THINK LONG TERM Repeat customers Customer service There is no “get rich quick” formula “ Overnight” successes are years in the making (both personally and in business)
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32. Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)
36. Research has shown: People are very bad at predicting what will bring them sustained happiness. “ When I get ___, I will be happy.” “ When I achieve ___, I will be happy.”
37. There is a science behind many aspects of business including conversion, psychology of buying, direct marketing, customer acquisition metrics, repeat customer behavior, etc.
38. What if you spent just 10% of your time studying and learning the SCIENCE of happiness? How much happier could you be?
42. 3 TYPES OF HAPPINESS Rock star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning (Being part of something bigger than yourself)
43. RECOMMENDED BOOKS Peak Chip Conley Tribal Leadership Dave Logan, John King & Halee Fischer-Wright 4-Hour Work Week Tim Ferriss Happiness Hypothesis Jonathan Haidt
44. 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?