1. Delivering Happiness
Tony Hsieh – CEO
ceo@zappos.com
twitter.com/zappos
TEDIndia
November 5, 2009

2. Slide 2
Clothing

3. Slide 3
Customer Service

4. Slide 4
Culture

5. Slide 5
Delivering Happiness
(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.”

6. Slide 6
Building Great

7. Slide 7
VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…

8. Slide 8
VISION
“Don’t chase the paper,
chase the dream.”
Sean Combs aka “Puff Daddy” to rapper
Biggie Smalls aka “Notorious B.I.G.”
in Notorious

9. Slide 9
ENTREPRENEURS:
“What would you be
passionate about doing
for 10 years even if you
never made a dime?”

10. Slide 10
EMPLOYEES:
What’s the larger vision
and greater purpose in
their work beyond
money or profits?

11. Slide 11
CULTURE
“Committable Core Values”

12. Slide 12
Zappos Core Values
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

13. Slide 13
It doesn’t matter what your
core values are… as long
as you commit to them.
ALIGNMENT

14. Slide 14
MOTIVATION
vs.
INSPIRATION

15. Slide 15
Vision & Culture
CAN INSPIRE
Passion & Purpose

16. Slide 16
Evolution of Zappos Brand
Transcends shoes & service
• 1999 Selection
• 2003 Customer Service
• 2005 Culture and core values as our platform
• 2007 Personal Emotional Connection
• 2009 Delivering Happiness

17. TAKE A STEP BACK
What is your goal in life?

18. Slide 18
WHAT IS YOUR GOAL IN LIFE?
Grow
Company
Get a Great
Job
Boyfriend /
Girlfriend
Be Healthy
Retire Early Make Money
Find Soul
Mate
Run Faster
Spend Time
w/ Family
Buy A Home Get Married
Run A
Marathon
why? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?

19. Slide 19
RESEARCH HAS SHOWN:
HAPPINESS
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.”

20. Slide 20
HAPPINESS:
• There is a SCIENCE behind many aspects of business including:
• conversion
• psychology of buying
• direct marketing
• customer acquisition metrics
• repeat customer behavior, etc.
• What if you spent just 10% of your time studying and learning the
SCIENCE of HAPPINESS?
• How much HAPPIER could you be?

21. Slide 21
WHAT IS YOUR GOAL IN LIFE?
Grow
Company
Get a Great
Job
Boyfriend /
Girlfriend
Be Healthy
Retire Early Make Money
Find Soul
Mate
Run Faster
Spend Time
w/ Family
Buy A Home Get Married
Run A
Marathon
why? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?

22. A Few Different Frameworks
of
HAPPINESS

23. Slide 23
Perceived Control
Perceived Progress
Connectedness
Vision / Meaning
(Being part of something bigger than yourself)

24. Slide 24
Maslow’s Hierarchy:

25. Slide 25
Pleasure / Rock Star
(Chasing the next high)
Passion / Flow
(Engagement – time flies)
Higher Purpose / Meaning
(Being part of something bigger than yourself)
3 TYPES OF HAPPINESS
time
time
time

26. Slide 26
GREAT BUSINESS
Profits
Passion
Purpose

27. Slide 27
Pleasure
Passion
Purpose
HAPPINESS
time
time
time
GREAT BUSINESS
Profits
Passion
Purpose

28. Slide 28
• Email ceo@zappos.com for:
 A copy of this presentation
 FREE culture book
(need physical mailing address)

29. Slide 29
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?

30. Slide 30
If the research shows that
vision / meaning / higher purpose
leads to happiness…
What is your company’s higher purpose?
What is your higher purpose?

31. Delivering HAPPINESS

32. Delivering Happiness
Tony Hsieh – CEO
ceo@zappos.com
twitter.com/zappos
TEDIndia
November 5, 2009