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Delivering Happiness - BIG Summit - 11-19-09

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DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh B.I.G. Summit November 19, 2009
 
A Little About Me (Tony)
1400 employees Founded in 1999 * Shepherdsville, Kentucky Las Vegas, Nevada
“ We are a service company that happens to sell stuff.” 1000+ brands 5 million+ warehoused items
Public recognition is nice, but remember to pay more attention to customers. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
[object Object],SERVICE 800 number on every page Free shipping Free return shipping 24/7 customer service 365-day return policy
Building Customer Loyalty No call times Every phone call is a brand-building opportunity No upselling No scripts SERVICE
What customers experience next Redirect to competitors’ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service SERVICE
the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Clothing
Customer Service
Culture
C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Delivering Happiness (customers and employees) ,[object Object],[object Object],[object Object],[object Object]
[object Object]
[object Object],[object Object],[object Object],[object Object]
Example: Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
Examples of Transparency ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
VISION ,[object Object],Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious B.I.G.” in Notorious
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Evolution of a Brand ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?
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?
RESEARCH HAS SHOWN ,[object Object],[object Object],[object Object],[object Object]
HAPPINESS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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? why? why? why? why? HAPPINESS
A FEW DIFFERENT FRAMEWORKS OF HAPPINESS
A FEW DIFFERENT FRAMEWORKS ON HAPPINESS ,[object Object],[object Object],[object Object],[object Object],[object Object]
Maslow’s Hierarchy
3 TYPES OF HAPPINESS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],time time time
RECOMMENDED BOOKS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Contact info and tours! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Profits Passion Purpose GREAT BUSINESS
HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
Delivering HAPPINESS
 

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Delivering Happiness - BIG Summit - 11-19-09

  • 1. DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE Tony Hsieh B.I.G. Summit November 19, 2009
  • 2.  
  • 3. A Little About Me (Tony)
  • 4. 1400 employees Founded in 1999 * Shepherdsville, Kentucky Las Vegas, Nevada
  • 5. “ We are a service company that happens to sell stuff.” 1000+ brands 5 million+ warehoused items
  • 6.
  • 7.
  • 8.
  • 9. Building Customer Loyalty No call times Every phone call is a brand-building opportunity No upselling No scripts SERVICE
  • 10. What customers experience next Redirect to competitors’ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service SERVICE
  • 11. the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
  • 12. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 16. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.  
  • 32. TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?
  • 33. 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?
  • 34.
  • 35.
  • 36. 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? why? why? why? why? HAPPINESS
  • 37. A FEW DIFFERENT FRAMEWORKS OF HAPPINESS
  • 38.
  • 40.
  • 41.
  • 42.
  • 43. Profits Passion Purpose GREAT BUSINESS
  • 44. HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose
  • 45.
  • 46.
  • 48.  

Editor's Notes

  1. SB (Now) Slide 11: The reason why it’s 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.
  2. With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);
  3. With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);