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
29. STEP #5 BUILD RELATIONSHIPS (not networking) Be interested i nstead of trying to be interesting
30. 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
31. 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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33. Links: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://bit.ly/twitterbetter “How Twitter Can Make You A Better (And Happier) Person” 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)
37. 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.”
38. There is a science behind many aspects of business including conversion, psychology of buying, direct marketing, customer acquisition metrics, repeat customer behavior, etc.
39. What if you spent just 10% of your time studying and learning the SCIENCE of happiness? How much happier could you be?
43. 3 TYPES OF HAPPINESS Rock star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning / Higher Purpose (Being part of something bigger than yourself)
44. RECOMMENDED BOOKS Peak Chip Conley Tribal Leadership Dave Logan, John King & Halee Fischer-Wright 4-Hour Work Week Tim Ferriss Happiness Hypothesis Jonathan Haidt
45. 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?
46. If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose?