Delivering Happiness presentation - Univ of Maryland 9-30-10

Delivering Happiness presentation - Univ of Maryland...

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HAPPINESS A PATH TO PROFITS, PASSION, AND PURPOSE WWW. DELIVERING HAPPINESS BOOK .COM Tony Hsieh University of Maryland September 30, 2010
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Slide 4
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Slide 5 A Little About Me (Tony) 1994-1995: Pizza business in college
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Slide 6 A Little About Me (Tony) 1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million
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Slide 7 A Little About Me (Tony) 1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc.
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Slide 8 A Little About Me (Tony) 1994-1995: Pizza business in college 1996-1998: LinkExchange (online advertising) Sold to Microsoft for $265 million 1999: Venture Frogs (investment fund) - Invested in Zappos.com, Inc. 1999-Today: Zappos.com, Inc.
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Slide 9 A Little About Me (Tony)
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Slide 10 The Power of WOW ‘01 ‘02 ‘06 ‘03 ‘04 ‘05 ‘07 ‘00 ‘08 Gross Sales $MM $1,000 800 600 400 200
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Slide 11 Customer Experience What do customers expect? What do customers actually experience? What emotions do customers feel? What stories do they tell their friends? How can culture create more stories and memories?
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Slide 12 the #1 priority CULTURE 5 weeks of training Culture book $2000 offer Hiring for culture Twitter helps build culture
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Slide 13 C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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Slide 14 Clothing
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Slide 15 Customer Service
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Slide 16 Culture
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Slide 17 C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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Slide 18 Delivering Happiness (customers and employees) People will forget what you said, people will forget what you did, but people will never forget how you made them feel .” -Maya Angelou
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Slide 19 Building Great
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Slide 20 CULTURE “Committable Core Values” Don’t make your core values just a meaningless plaque on the wall…
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Slide 21 Example: Core Values 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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