Alfred Lin, COO/CFO of Zappos, discusses how the company has evolved since 1999 to focus not just on selection and customer service but also on building a strong culture and delivering happiness to both customers and employees. He emphasizes that companies should establish a purpose beyond just making profits in order to inspire employees and build a great culture. Research shows that vision, meaning and higher purpose are key to individual and business success. Lin recommends studying the science of happiness and applying those principles to businesses for improved performance and passion.
18. CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…
19. Example: Core Values Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble
35. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy why? why? why? why? Retire Early Make Money Find Soul Mate Run Faster why? why? why? why? Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? HAPPINESS
36. “If happiness is your goal, ask why 5 times about every matter.” – TaiichiOhno why why why why
37. HAPPINESS 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.” RESEARCH HAS SHOWN:
38. There is a SCIENCE behind many aspects of business including: conversion psychology of buying direct marketing customer acquisition metrics repeat customer behavior, etc. What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINESS? How much HAPPIER could you be? Happiness
39. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy why? why? why? why? Retire Early Make Money Find Soul Mate Run Faster why? why? why? why? Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? HAPPINESS
41. Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself) A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
43. Rock Star (Pleasure – chasing the next high) Flow (Engagement – time flies) Meaning/Higher Purpose (Being part of something bigger than yourself) 3 TYPES OF HAPPINESS time time time
47. If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose?
49. PEAK Chip Conley TRIBAL LEADERSHIP Dave Logan, John King & Halee Fischer-Wright FOUR HOUR WORK WEEK Tim Ferriss HAPPINESS HYPOTHESIS Jonathan Haidt RECOMMENDED BOOKS:
50. Delivering Happiness A Path to Profits, Passion and Purpose by Tony Hsieh Launching June 7, 2010 RECOMMENDED BOOKS:
54. Email alfred@zappos.com for: This presentation Free culture book (need physical mailing address) Go to http://tours.zappos.com for: Tour of our offices when you’re next in Las Vegas (takes about an hour) We’ll pick you up from the airport or your hotel in a Zappos Shuttle! Contact info and tours!