The Science of Happiness: Tony Hsieh, Zappos CEO
Mar 28 2009
Of all of the talks given at SXSW ‘09, I loved the last 15 minutes of Tony Hsieh’s presentation the best. This part of his talk focused on The Science of Happiness and his earnest desire to spend 10% of his time studying the structured elements of what makes all of us happy. The three levels he shared were: rockstar, flow, and meaning/higher purpose (check out Slide 44 on the Slideshare presentation below). I’m now dedicated to reading and learning more about this balanced, structured approach to happiness. Comment below if you recommend a good book that speaks to you on this topic.
Watch the entire slide show—-
My Tweets about this keynote SXSW presentation—-
@zappos – I’m getting very fired up for your keynote speech #sxsw
#sxswi gives very appreciative, humble opening words before the opening by @zappos
Tony’s story starts with running a pizza company in college in 95.
He then started link exchange and sold it to microsoft in 98. Sold it because culture no longer good.
Zappos sells more than shoes, clothes, electronics. But it is really all about being the very best customer service
75% sales come from repeat customers
Telephone is one of best branding experience – vert engaged for 5-10 min.
Customers can return product up to 1 year later
Everything that improves the customer experience is seen as marketing expense
All about the lifelong relationship with the customer one call at a time. You must wow the customer. Longest call ever was 4 hours.
#1 goal of company is great company culture. Training is key. Employee culture books.
In 2007, 3% employees took the 2k offer to leave, and only 1% took offer in 2008.
There is a twitter class as part of @zappos employee orientation class. Twitter is humanizing.
*I really need a cheeseburger. I’m in row 8 in ballroom a #sxswi
* Someone tweeted “I really need a cheeseburger” at zappos and ten minutes later someone brought one to their desk.
Zappos brand is customer service so entire company is about that.
Customer saya zappos is happiness in a box
10 commitable core values
Interview question: on a scale of 1-10, how weird are you?
How lucky are you?
Tony says: you have to walk away from revenue and profit to take your brand to next level
Start early in your company about collaborating with employees to come up with core values.
Commit to transparency. Twitter.zappos.com, “ask anything” newsletter
Vision. – chase the vision, not the money
What would you be passionate doing for 10 years without making a dime.
Build relationships, not networking. Usually 2 years later, something good happens.
If you want to go quickly, go alone. Long term, go slower. Hire slowly, fire quickly.
What is your goal in life? We are all seeking happiness
Tony interested in the real science of happiness. Very cool.
3 types of happiness – rock star, flow, meaning and higher purpose
Books- peak, tribal leadership, happiness hypothesis
What is your company’s higher purpose?
Pepperoni pizza at 3am, zappos rep gives closest 5 places in santa monica.
#zappos5 – I need to check it out.
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March 30th, 2009 at 9:45 am
I once tweeted I needed chocolate and the next morning I had some waiting on my desk. I believe in the twitter fairy & that brings me happiness…Thanks for sharing this inspiring summary Ryan.