culture - Great Place to Work

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Delivering Happiness. Employee Engagement Strategist. - I get to talk to people like you! Zappos.com, Inc. Speaker of the House. - 6+ years (Human Resources,  ...

Keynote: Implementando la felicidad en las organizaciones Jamie NaughtonChief Culture Ambassador at Zappos.com

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Jamie Naughton Employee Engagement Strategist

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a little about me…

Delivering Happiness Employee Engagement Strategist - I get to talk to people like you!

Zappos.com, Inc. Speaker of the House - 6+ years (Human Resources, Engagement, Operations)

Culture

R&D

Community and Media

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What is Delivering Happiness? • It started with a book.

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280,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB

#1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS

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What is Delivering Happiness? • It started with a book. • Then there was the bus tour…

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BEFORE 8

AFTER

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charity: w a t e r

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What is Delivering Happiness? • It started as a book. • Then there was the bus. • And now the happiness movement…

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“DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN

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WE HEARD FROM AROUND THE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS 27

ICEE INSPIRE CONNECT EDUCATE EXPERIENCE

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Long before there was a book… 1994-1995: Pizza business in college •1996-1998: LinkExchange (online advertising) •1999: Venture Frogs (investment fund) •1999-Today: Zappos.com, Inc.

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A service company that just happens to sell shoes, clothing, handbags, accessories, housewares… 30

TOP 100 BEST COMPANIES TO WORK FOR 31

2009 #23 2010 #15 2011 #6

Headquarters: Henderson, NV Fulfillment: Shepherdsville, KY 2000+ employees

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1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried

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CUSTOMER EXPERIENCE

WHAT DO CUSTOMERS SEE FIRST? • 800 number on every page • 24 hour customer service • Free shipping – Free returns • 365 day return policy 34

CUSTOMER EXPERIENCE

WHAT DO CUSTOMERS EXPERIENCE? • Fast and accurate fulfillment. • Surprise upgrades • Exceptional customer service • • 35

Direct to competitors website No call times/quotas/sales goals

The 3 C’s Culture Customer Service Clothing 36

What is the #1 PRIORITY?

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CULTURE

HOW IS CULTURE #1 PRIORITY? Interviews – 50% Culture Based 5 Weeks of Training Pay to Quit Performance Reviews – 100% Culture Based

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WHAT

CULTURE CAN DO FOR A COMPANY $1,000

Gross Sales $MM

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NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING 39

HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED?

“BRAND IS A LAGGING INDICATOR OF CULTURE” – TONY HSIEH 40

1. IS IT IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONGTERM, SUSTAINABLE BRAND?

ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE? 41

2. DEFINE YOUR CORE VALUES IT’S HARD, SO START EARLY. WHAT ARE YOUR PERSONAL CORE VALUES? WHAT ARE YOUR COMPANY’S CORE VALUES? DO THEY ALIGN? 42

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RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM

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CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble

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3. COMMIT TO BE REAL. BE YOURSELF.

YOUR CULTURE IS YOUR BRAND!

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EXAMPLES: TWITTER.ZAPPOS.COM “ASK ANYTHING” VENDOR EXTRANET TOURS & MEDIA VISITS ZAPPOS INSIGHTS CULTURE BOOK

THE CULTURE THE CULTURE BOOK BOOK

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THE CULTURE BOOK WHAT IS IT? “WHAT DOES THE ZAPPOS CULTURE MEAN TO YOU?” COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING

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4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? CHASE THE VISION, NOT THE MONEY. WHATEVER YOU’RE THINKING…THINK BIGGER!

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Selection

Culture & Values

Service

PEC

Delivering Happiness 50

FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

FOR ENTREPRENEURS

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WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?

Motivation vs. Inspiration 52

5. BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING.

IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING. EXAMPLES: ZCN Clubs PEC 10-20% MGR Rule

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6. BUILD THE TEAM “IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.” - AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)

HIRE SLOWLY. FIRE QUICKLY.

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TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?

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RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”

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MOST LONG-TERM, FULFILLING HAPPINESS

HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF

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IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…

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WHAT’S YOUR COMPANY’S HIGHER PURPOSE?

IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…

WHAT’S YOUR HIGHER PURPOSE? 63

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THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM CULTUREBOOK.ORG [email protected]

FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT

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¡GRACIAS!

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