Tony Hsieh, CEO of Zappos, discusses the background and growth of Zappos, highlighting its core values and focus on delivering happiness through excellent customer service. Some key points:
- Zappos started in 1999 and has grown to over 1400 employees, known for its 365-day return policy and fast shipping.
- The company emphasizes its core values like delivering wow through service, being adventurous and creative, and building open and honest relationships.
- Zappos has achieved recognition as one of the best companies to work for by focusing on culture and employee happiness over short-term profits.
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 building a $1 billion company 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 CPA campaigns, squeeze pages, conversion, psychology of buying, direct marketing, product launches, product relaunches, 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. BIG ‘Underground’ Ideas!! Big Idea: Start researching and thinking about the SCIENCE of happiness and how to apply it to business and life Value to me: $ _______ Priority: ______