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Delivering Happiness - AMA Portland 11-19-10

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Delivering Happiness
Delivering Happiness

This document summarizes Tony Hsieh's presentation at the American Marketing Association in Portland, Oregon on November 19, 2010. It discusses his background founding LinkExchange and Zappos, how Zappos prioritizes company culture over customer service or products, and how focusing on culture leads to employee and customer happiness as well as business success. The document also includes stories from two business owners, John Korioth and Dave Brautigan, about how implementing Zappos' culture principles transformed their companies for the better.

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DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE WWW. DELIVERING HAPPINESS BOOK .COM Jenn Lim Tony Hsieh American Marketing Association Portland, Oregon November 19, 2010
 
 
 
 
 
 
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A Little About Me (Tony) ,[object Object]
A Little About Me (Tony) ,[object Object],[object Object],[object Object]
A Little About Me (Tony) ,[object Object],[object Object],[object Object],[object Object]
A Little About Me (Tony) ,[object Object],[object Object],[object Object],[object Object],[object Object]
A Little About Me (Tony)
[object Object],‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
Customer Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
the #1 priority CULTURE 5 weeks of training Culture book $2000 offer 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]
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]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
From Mariana ,[object Object],[object Object],[object Object],[object Object],[object Object]
From John Korioth ,[object Object],[object Object],[object Object],[object Object],[object Object]
From John Korioth ,[object Object],[object Object],[object Object],[object Object]
From John Korioth ,[object Object],[object Object],[object Object]
From John Korioth ,[object Object],[object Object]
From John Korioth ,[object Object],[object Object],[object Object]
From Dave Brautigan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
From Dave Brautigan ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
[object Object],[object Object],[object Object],[object Object]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Example of evolving vision and brand ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
Questions ,[object Object],[object Object],[object Object],[object Object],[object Object]
What ’s your business? ,[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]
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
Delivering HAPPINESS Learn more and join the movement! www. delivering happiness book .com [email_address] [email_address]
[object Object],[object Object],[object Object],[object Object]
 
 

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Delivering Happiness - AMA Portland 11-19-10

  • 1. DELIVERING HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE WWW. DELIVERING HAPPINESS BOOK .COM Jenn Lim Tony Hsieh American Marketing Association Portland, Oregon November 19, 2010
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  • 31. A Little About Me (Tony)
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  • 34. the #1 priority CULTURE 5 weeks of training Culture book $2000 offer Hiring for culture Twitter helps build culture
  • 35. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 39. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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  • 67. TAKE A STEP BACK… WHAT IS YOUR GOAL IN LIFE?
  • 68. 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?
  • 69.
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  • 71. 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
  • 72. A FEW DIFFERENT FRAMEWORKS OF HAPPINESS
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  • 78. Profits Passion Purpose GREAT BUSINESS
  • 79. HAPPINESS time time time GREAT BUSINESS Profits Passion Purpose Pleasure Passion Purpose
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  • 83. Delivering HAPPINESS Learn more and join the movement! www. delivering happiness book .com [email_address] [email_address]
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