SlideShare uma empresa Scribd logo

Delivering Happiness CEO Zappos

•Transferir como PPT, PDF•
•
Z
zappos

Tony Hsieh, CEO of Zappos, discusses the company's focus on customer service, culture and delivering happiness. Zappos prioritizes creating a fun work environment defined by its 10 core values. The company believes this approach leads to customer and employee happiness, which has contributed to Zappos' success in sales and recognition as one of the best companies to work for. Hsieh encourages applying these principles to achieve vision and purpose beyond profits.

TecnologiaEducação
1 de 45
Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos General Mills August 5, 2009
 
A Little About Me (Tony) My Background
Zappos at a Glance Corporate Background ,[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]
Recent Recognition: Nice, but we pay more attention to our customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in action… Zappos is committed to WOWing every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of repeat customers and word of mouth...
Customer Service: What customers first see ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What customers experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service: What we do internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Clothing
Customer Service
Culture
Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Zappos Delivering Happiness (customers and employees) ,[object Object]
[object Object],[object Object]
Zappos 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]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Evolution of Zappos Brand Transcends shoes & service ,[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? HAPPINESS why? why? why? why?
A Few Different Frameworks of HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
Maslow’s Hierarchy:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time
RECOMMENDED BOOKS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …to contact me or get a tour… ,[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]
Delivering HAPPINESS
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

Recomendados

Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 

Recomendados

Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01rock2468
 
Zappos Tony Hsieh
Zappos Tony HsiehZappos Tony Hsieh
Zappos Tony Hsiehhein2006
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
User Created Content deel II
User Created Content deel IIUser Created Content deel II
User Created Content deel IISanoma Netherlands
 
Actividad 3
Actividad 3Actividad 3
Actividad 3Manuel Martin Barragán
 

Mais conteúdo relacionado

Mais procurados

Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01rock2468
 
Zappos Tony Hsieh
Zappos Tony HsiehZappos Tony Hsieh
Zappos Tony Hsiehhein2006
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 

Mais procurados (20)

Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01
 
Zappos Tony Hsieh
Zappos Tony HsiehZappos Tony Hsieh
Zappos Tony Hsieh
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 

Destaque

DANE-based TLS verification in the SIP protocol (v 2)
DANE-based TLS verification in the SIP protocol (v 2)DANE-based TLS verification in the SIP protocol (v 2)
DANE-based TLS verification in the SIP protocol (v 2)Olle E Johansson
 
Attention Urgent Jy
Attention Urgent JyAttention Urgent Jy
Attention Urgent Jyjean_michel
 
HOSHVA PR Meetup#1 - Reputation Institute
HOSHVA PR Meetup#1 - Reputation InstituteHOSHVA PR Meetup#1 - Reputation Institute
HOSHVA PR Meetup#1 - Reputation InstituteOksana Hoshva
 
Dutch PHP Conference
Dutch PHP ConferenceDutch PHP Conference
Dutch PHP Conferencecalevans
 
2nd Trimester Spnges
2nd Trimester Spnges2nd Trimester Spnges
2nd Trimester SpngesCorey Topf
 
Collective Digital Collaboration In Asia
Collective Digital Collaboration In AsiaCollective Digital Collaboration In Asia
Collective Digital Collaboration In AsiaJoseph Yap
 
Vocabulary ofmiceandmen
Vocabulary ofmiceandmenVocabulary ofmiceandmen
Vocabulary ofmiceandmenCorey Topf
 
菊石的介紹
菊石的介紹菊石的介紹
菊石的介紹p54692381g
 
Johan Ronnestam på The Gaming Day i Göteborg
Johan Ronnestam på The Gaming Day i GöteborgJohan Ronnestam på The Gaming Day i Göteborg
Johan Ronnestam på The Gaming Day i GöteborgJohan Ronnestam
 
Unit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionUnit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionCorey Topf
 
Norwegian directorate of integration an diversity
Norwegian directorate of integration an diversityNorwegian directorate of integration an diversity
Norwegian directorate of integration an diversityGeorge Bekiaridis
 
Unit1 characteranalysis
Unit1 characteranalysisUnit1 characteranalysis
Unit1 characteranalysisCorey Topf
 
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...Baden Hughes
 
Week 28 Sponges
Week 28 SpongesWeek 28 Sponges
Week 28 SpongesCorey Topf
 

Destaque (20)

User Created Content deel II
User Created Content deel IIUser Created Content deel II
User Created Content deel II
 
Actividad 3
Actividad 3Actividad 3
Actividad 3
 
Techo june6th
Techo june6thTecho june6th
Techo june6th
 
DANE-based TLS verification in the SIP protocol (v 2)
DANE-based TLS verification in the SIP protocol (v 2)DANE-based TLS verification in the SIP protocol (v 2)
DANE-based TLS verification in the SIP protocol (v 2)
 
Attention Urgent Jy
Attention Urgent JyAttention Urgent Jy
Attention Urgent Jy
 
HOSHVA PR Meetup#1 - Reputation Institute
HOSHVA PR Meetup#1 - Reputation InstituteHOSHVA PR Meetup#1 - Reputation Institute
HOSHVA PR Meetup#1 - Reputation Institute
 
Greek educational system
Greek educational systemGreek educational system
Greek educational system
 
Dutch PHP Conference
Dutch PHP ConferenceDutch PHP Conference
Dutch PHP Conference
 
HumOr
HumOrHumOr
HumOr
 
2nd Trimester Spnges
2nd Trimester Spnges2nd Trimester Spnges
2nd Trimester Spnges
 
Collective Digital Collaboration In Asia
Collective Digital Collaboration In AsiaCollective Digital Collaboration In Asia
Collective Digital Collaboration In Asia
 
Vocabulary ofmiceandmen
Vocabulary ofmiceandmenVocabulary ofmiceandmen
Vocabulary ofmiceandmen
 
菊石的介紹
菊石的介紹菊石的介紹
菊石的介紹
 
Johan Ronnestam på The Gaming Day i Göteborg
Johan Ronnestam på The Gaming Day i GöteborgJohan Ronnestam på The Gaming Day i Göteborg
Johan Ronnestam på The Gaming Day i Göteborg
 
Unit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionUnit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of Production
 
Norwegian directorate of integration an diversity
Norwegian directorate of integration an diversityNorwegian directorate of integration an diversity
Norwegian directorate of integration an diversity
 
Unit1 characteranalysis
Unit1 characteranalysisUnit1 characteranalysis
Unit1 characteranalysis
 
Tid+ Conference
Tid+ ConferenceTid+ Conference
Tid+ Conference
 
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...
Object Reuse and Exchange (ORE) : Experience in the Open Language Archives Co...
 
Week 28 Sponges
Week 28 SpongesWeek 28 Sponges
Week 28 Sponges
 

Semelhante a Delivering Happiness CEO Zappos

Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09zappos
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happinescabrito123
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectAlfred Lin
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09zappos
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08zappos
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08zappos
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer ExperienceBrian Kalma
 
Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08zappos
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08zappos
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer ExperienceAdigital
 

Semelhante a Delivering Happiness CEO Zappos (14)

Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happines
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine America
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08
 
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer Experience
 

Último

Rise of the Machines: Known As Drones...
Rise of the Machines: Known As Drones...Rise of the Machines: Known As Drones...
Rise of the Machines: Known As Drones...Rick Flair
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...Wes McKinney
 
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptx
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptxThe Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptx
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptxLoriGlavin3
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfpanagenda
 
Potential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsPotential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsRavi Sanghani
 
TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024Lonnie McRorey
 
Scale your database traffic with Read & Write split using MySQL Router
Scale your database traffic with Read & Write split using MySQL RouterScale your database traffic with Read & Write split using MySQL Router
Scale your database traffic with Read & Write split using MySQL RouterMydbops
 
Take control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteTake control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteDianaGray10
 
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentEmixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentPim van der Noll
 
Digital Identity is Under Attack: FIDO Paris Seminar.pptx
Digital Identity is Under Attack: FIDO Paris Seminar.pptxDigital Identity is Under Attack: FIDO Paris Seminar.pptx
Digital Identity is Under Attack: FIDO Paris Seminar.pptxLoriGlavin3
 
Manual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditManual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditSkynet Technologies
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Mark Goldstein
 
[Webinar] SpiraTest - Setting New Standards in Quality Assurance
[Webinar] SpiraTest - Setting New Standards in Quality Assurance[Webinar] SpiraTest - Setting New Standards in Quality Assurance
[Webinar] SpiraTest - Setting New Standards in Quality AssuranceInflectra
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024BookNet Canada
 
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Alkin Tezuysal
 
Time Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsTime Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsNathaniel Shimoni
 
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...Scott Andery
 
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxA Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxLoriGlavin3
 
The State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxThe State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxLoriGlavin3
 
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesAssure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesThousandEyes
 

Último (20)

Rise of the Machines: Known As Drones...
Rise of the Machines: Known As Drones...Rise of the Machines: Known As Drones...
Rise of the Machines: Known As Drones...
 
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
The Future Roadmap for the Composable Data Stack - Wes McKinney - Data Counci...
 
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptx
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptxThe Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptx
The Role of FIDO in a Cyber Secure Netherlands: FIDO Paris Seminar.pptx
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
 
Potential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsPotential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and Insights
 
TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024
 
Scale your database traffic with Read & Write split using MySQL Router
Scale your database traffic with Read & Write split using MySQL RouterScale your database traffic with Read & Write split using MySQL Router
Scale your database traffic with Read & Write split using MySQL Router
 
Take control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteTake control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test Suite
 
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native developmentEmixa Mendix Meetup 11 April 2024 about Mendix Native development
Emixa Mendix Meetup 11 April 2024 about Mendix Native development
 
Digital Identity is Under Attack: FIDO Paris Seminar.pptx
Digital Identity is Under Attack: FIDO Paris Seminar.pptxDigital Identity is Under Attack: FIDO Paris Seminar.pptx
Digital Identity is Under Attack: FIDO Paris Seminar.pptx
 
Manual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance AuditManual 508 Accessibility Compliance Audit
Manual 508 Accessibility Compliance Audit
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
 
[Webinar] SpiraTest - Setting New Standards in Quality Assurance
[Webinar] SpiraTest - Setting New Standards in Quality Assurance[Webinar] SpiraTest - Setting New Standards in Quality Assurance
[Webinar] SpiraTest - Setting New Standards in Quality Assurance
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
 
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
 
Time Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsTime Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directions
 
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...
Enhancing User Experience - Exploring the Latest Features of Tallyman Axis Lo...
 
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptxA Deep Dive on Passkeys: FIDO Paris Seminar.pptx
A Deep Dive on Passkeys: FIDO Paris Seminar.pptx
 
The State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptxThe State of Passkeys with FIDO Alliance.pptx
The State of Passkeys with FIDO Alliance.pptx
 
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyesAssure Ecommerce and Retail Operations Uptime with ThousandEyes
Assure Ecommerce and Retail Operations Uptime with ThousandEyes
 

Delivering Happiness CEO Zappos

  • 1. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos General Mills August 5, 2009
  • 2.  
  • 3. A Little About Me (Tony) My Background
  • 4.
  • 5.
  • 6.
  • 7. Power of repeat customers and word of mouth...
  • 8.
  • 9.
  • 10.
  • 11.
  • 15. Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.  
  • 28. TAKE A STEP BACK What is your goal in life?
  • 29. 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?
  • 30.
  • 31.
  • 32. 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?
  • 33. A Few Different Frameworks of HAPPINESS
  • 34.
  • 36.
  • 37.
  • 38.
  • 39.
  • 40.
  • 41.
  • 43.  
  • 44.
  • 45.