What does a 24-year old who just sold the company that he co-founded to Microsoft for $265 million do next? He begins working on another company, of course. Tony Hsieh, now 35, and CEO of online shoe retailer Zappos.com, is one of the most successful and insightful business leaders of the 21st century. Having recently sold Zappos to Amazon.com for a staggering $928 million in July 2009, and leading Zappos to over $1 Billion in gross revenue in 2008, he is certainly familiar with large figures. But the economic success that he has achieved, particularly with Zappos, does not come from selling the largest number of shoes, per se, but by leading with the right vision and creating a culture that fosters success and fulfillment.

Hsieh is a man of big ideas. He understands that by providing his Zappos teammates with something to reach for beyond themselves, he can inspire them to achieve great personal and professional accomplishments. He achieves this through culture. Walking through the halls of Zappos is more like touring an architect nouveau’s labyrinth than it is viewing the inner workings of an online retail powerhouse. Each division has hand crafted its own personal section providing it with the artistic and creative detail to inspire each of its members to do great, impassioned work. Hsieh wanted to create a culture and work environment that employees love to be a part of and which they designed themselves.

What makes Zappos different from all the other companies out there that sell similar products? It is their focus on customer service and customer experience. While selling shoes and other products is what generates top line revenue, it is the relationships they have with their customers that keep them coming back. Rather than spend a lot of money on marketing, Zappos has an elite team of customer service representatives that are encouraged to provide customers what they need and spend as much time as reasonable to make sure that a connection is made. With 70-75% of orders coming from repeat customers, that strategy has clearly paid off. As Hsieh indicates, selling shoes is, “Not about maximizing transactions, but building a lifelong relationship.” Zappos focuses on providing a peerless customer-service experience, which leads to organic marketing through repeat sales and word of mouth.

Hsieh is as much a philosopher as he is a businessman. He understands business because he understands human nature. What we are missing in today’s day and age of increased technology and social networking is real human connection and relationships. As Hsieh suggested, “The telephone is one of the greatest marketing tools.” Talking to someone on the phone and having real human contact is what allowed Zappos to create such strong relationships with their customers. As most companies were embedding their contact information deeper and deeper into the infrastructure of their websites, Zappos lists their contact number clearly on every page encouraging people to reach out and connect with Zappos “24/7.” The nature of business is relationships.

Hsieh might be a millionaire hundreds of times over having created and sold two prolifically successful companies, but what he is most proud of is his contribution to creating a more conscientious business culture and a more conscious sense of capitalism. But in the humble Hsieh way, Zappos’ success, a feat for which he would rather attribute credit to the Company itself than take for himself, is a total team effort. Hsieh’s first business was selling pizza out of his college dorm and his last he just sold to Amazon.com. But the similarities are having a vision for what you want to achieve, creating a culture that celebrates diversity, passion, fulfillment, and peerless customer service. Hsieh’s path started small and while he has certainly come a long way from his days of selling plain pizza pies, the difference between $1.00 for a slice and $1 Billion for shoes is a lot closer than we think. Practice the right principles, employ some humility, and the results will be sure to follow – personally and professionally.

http://www.inc.com/magazine/20060901/hidi-hsieh.html

http://www.youtube.com/watch?v=BP6a2SHb0b4

In times of crisis, we are used to taking measures of austerity and self-restraint in order to focus on our priorities as a people. Arts programs, in particular, have received the brunt of this burden. President Obama, in his 2011 budget proposal, has cut the funding of both the National Endowment for the Arts (NEA) and the National Endowment for the Humanities (NEH) by more than 4 percent, moving each program down to $161.3 million. In contrast, the proposed budget in defense spending has increased by 15.2 percent to $1.4 billion. Furthermore, federally funded programs, such as Arts in Education (AIE), are being consolidated under the Department of Education. These are few examples among many that show the unfortunate, yet unsurprising, decline of Art’s presence and its reflection of us as a society.

A major shift in society is underway. Some insist that the future should include a reinvigoration of Art as an integral tool used to assert leadership in global innovation. Daniel Pink, author and previous speechwriter for Vice President Al Gore, is one such “big picture” thinker. In his book, A Whole New Mind: Why Right-brainers Will Rule the Future, he argues that “knowledge workers” of the “Industrial Age,” will be eclipsed by “creators and empathizers” in a new “Conceptual Age” that redefines value in the workplace. In this era of material abundance, consumers will increasingly seek aesthetic, meaningful, and emotional fulfillment in their products. Right-brain aptitudes such as “design, story, symphony, empathy, play, and meaning” facilitate the production of such differentiated goods. This places a demand on workers who excel in these right-brain-directed areas and increases their value. These “artists, inventors, designers, storytellers, caregivers, consolers, and big picture thinkers” will “reap society’s richest rewards and share its greatest joys” by creating new “concept-driven” products that entice and excite consumers. Such skills are directly linked to practice and enjoyment of the Arts.

Studies exist that diminish the gap between quantifiable benefits of the Arts vis-à-vis the applied Sciences. The Americans for the Arts organization’s published findings show that young people who participate in the arts “for at least three hours on three days each week through at least one full year are” four times “more likely to be recognized for academic achievement and participate in a math/science fair.”[1] Additionally, people are “three times more likely to be elected to a class office within their school. “ Furthermore, Arts education is shown to make “a tremendous impact on the developmental growth of every child and has been proven to help level the ‘learning field’ across socio-economic boundaries.”[2]

These skills translate into assets that businesses view as indispensible in the professional world. The Arts are fundamental towards building a “climate of high expectation, discipline, and academic rigor,” which strengthens the “problem-solving and critical thinking skills” that lead to bottom-line profit.[3] Companies are catching on. Scott Annan, founder and CEO of AIMbitious, recognizes that “imagination and vision are borne from the arts.” His sentiment is shared with companies like Apple, Zappos, and Google. These companies have set themselves apart due to innovate, creative and aesthetically sophisticated business approaches that are influenced by the Artistic process.

A closer look at two existing Arts Institutions and one groundbreaking program provide further anecdotal evidence of what can be gained.  At the Levine School of Music in Washington D.C., classes are offered to all ages, ranging from five-month olds to senior citizens.  Lois Narvey, Director of Programs, stressed that admissions is nondiscriminatory. Everyone, whether or not they are professionally pursuing the arts, has something to gain “now more than ever,” according to Ms. Narvey, She noted that after the economic crisis, attendance at The Levine School did not go down, but rather shifted to cheaper group classes. Despite facing fiscal constraints, people still felt that art played an important role in their life and found ways to stay involved. Narvey stressed, that the “Arts elevates us” and allows us to “brush against the greatness of a collective world culture.”  This unity with a greater force is a great source of comfort when the stresses and uncertainties that surround us appear daunting.

David Markey, Director of Education at Imagination Stage, commented on the pressures teachers face to produce results and find prescriptive solutions. However, Mr. Markey stated that Art is not such a “quick fix,” and rather should be viewed as a “toolbox” to be used differently by each teacher.  By placing a focus on reviving the enjoyment of learning, the Arts can help foster a passion in young people that will lead to a life of inquisitive exploration and expression of their place in the world surrounding them.

The foundation of mind, body, voice, and imagination that characterizes Imagination Quest is one that translates easily into a tool that can enhance personal fulfillment and success beyond the classroom. Dr. Humphries Mardisosian conducts similar workshops for professionals ranging from doctors, lawyers, real estate agents and more.

When asked what the role of Art is in society, David Markey responded, “Art serves as a catalyst for change.” He furthered that “we, as a society, often fear change” but that usually the “artists” are the ones to bring that change about. Investments for the future are not always based on that which is easily measured in one financial quarter, but rather becomes perceivable over a lifetime.  Judging by the recent developments in educational and professional fields, the Arts have proven to be a worthwhile investment in both financial and spiritual terms.

[2] Involvement in the Arts and Success in Secondary School, James S. Catterall, The UCLA Imagination Project, Graduate School of Education & Information Studies, UCLA, Americans for the Arts Monograph, January 1998.

[3] Business Circle for Arts Education in Oklahoma, “Arts at the Core of Learning 1999 Initiative.”

Manager Araceli Hernandez shares that when it comes to service, they aim to “always make everyone feel welcome and accommodated.” She indicated the simple, yet upbeat poster on the wall: “We always try to say yes to whatever we possibly can.”

She feels that one of the best assets of the eatery is its laid-back environment and its ability to function as both a day and evening establishment. “It’s by the beach,” she comments. “All the employees are very friendly and seem happy to be here. You don’t necessarily find that type of atmosphere in any other place at all times.”

If others want to create a successful, positive environment, she recommends that “you just always want to remember [the importance of your] mentality when you come walking in the door. If you’re very positive and energetic, that’s the vibe you’ll give to your employees. You want to treat them the way you want them to treat the guests.”

The personal touch is elemental. It’s refreshing to find a restaurant where your servers savor the items on the menu, and when the timing is right, they are willing to talk about more than just the food. When one of the waitresses heard that I was a writer, she became excited, explaining that she also aspired to write. Another even suggested an inspirational novel that might interest me after listening to my literary aspirations.

They stress the upbeat and genuine, and just as their menu offers a refreshing variety from fish to pancakes, the bottom of their online menu provides the saying, “The customer is usually right… Orange is the new black… If you say, ‘I love you,’ mean it.”

This one restaurant embodies the core elements of life: Fresh, healthy food; saying “YES” to opportunities; treating your customers as family; and being passionate. The sweetness of this eatery isn’t found merely in the muffins and cookies; it’s in their people and outlook on life.

Max Brenner’s restaurants serve pieces of theater along with pieces of chocolate. They’re designed to convey a feeling, an atmosphere heavy with the myths that surround chocolate. “Look, Mom, Willy Wonka is alive!” reads a poster on the wall, and it feels true. His playful dishes include chocolate syringes and chemical beakers of sauce. For Israeli-born Brenner, his restaurants’ whimsical ambiance is a way for him to connect his literary side (originally, he intended to be a novelist) to his livelihood. We joined him at his flagship location in New York, just off Union Square, for a chat.

The world is ever-different, yet ever-familiar, and this year’s speeches ranged from having specific concerns to broader callings. Many speakers stressed current issues, often tailoring their message to their unique audience.  For example, Doctor Atul Gawande addressed Stanford Medical graduates, suggesting that the faults in America’s medical system resulted from a lack of open, coordinated communication between specialists, rather than a lack of scientific progress or an economic concern. For Gawande, the advances in the medical system depend on a new mentality of doctors themselves, not a government-induced solution.

Similar to Dr. Gawande’s message to doctors, New York Times Columnist Gail Collins urged the latest class at Mount Holyoke College to accomplish what women before them had been unable to do: eradicate violence against women, achieve full rights for gay couples, and create a better balance for work and family. Collins cites the past, reminding her audience of the weight of these social issues: “This is one area, people, where you can be on a picket line and be totally confident that the winds of history are at your back.”

And while many speeches addressed the war in Iraq and Afghanistan, energy issues, or even dental care, as stressed jokingly by singer Patti Smith at Pratt Institute, comedian Jimmy Tingle’s concluding message at Harvard University was poignantly universal. Following amusing anecdotes of his youth and graduate studies at Harvard, Tingle related his experience working with others during review sessions for a challenging statistics class.

“All of us are here today because somebody helped us,” Tingle said, “… and now it’s our job to help others. And that is education. And that is human progress in its simplest form.” The comedian and Harvard grad went on to stress that “with the right amount of physical, spiritual, and intellectual help almost anything in this world is possible.”

Whether it is in our chosen field of work or by holding a daily attitude of helpfulness, contributing positively to other’s lives is one of the greatest accomplishments anyone, college grad or not, can achieve.

Norman Buckley, the director of hit shows like The O.C., Gossip Girl, Chuck, and, recently, Pretty Little Liars, began his career as a film editor. He’s worked extensively on these shows with screenwriter Josh Schwartz, who created The O.C. Buckley also teaches at UCLA’s film school. You can find his blog—on which he discusses his directing methods, the hidden artistic references in the shows he works on, film theory, and more—at buckleybulletin.blogspot.com. We met up with him in Manhattan, where he was preparing to direct another season of Gossip Girl.

What’s your beverage of choice? Are you a sophisticated tea drinker – in need of your cup of green zen before yoga class? When meeting up with friends, is Starbucks your destination of choice? Do you grab a venti non-fat double-shot chai tea latte that took you a year to learn how to pronounce? Do you stop at Dunkin Donuts for your quick and easy no-fuss cup of joe every day before work?  Or is your fridge filled with Redbulls and Rockstars – fueling your habit of partying all night after working all day?

We no longer crave solely the boost that our caffeine gives us. We also desire the image that we receive from it. Dunkin Donuts, Starbucks, and Redbull have successfully marketed themselves to provide cultural atmosphere to accompany the service they provide. Starbucks is the place for the high-class coffee drinker, with relaxing music and comfy chairs, so we can fully experience the indulgence. Dunkin’ Donuts is economical and time-efficient; it is for the people who see coffee as their necessary fuel. John Gilbert, Dunkin’ Donuts’ vice president of marketing, has been quoted as saying, “We’re not about music and WiFi and couches and fireplaces.” What they’re about is low prices, quick service, and unpretentious reliability.[1] Our caffeine reflects our lifestyles.

Over half the population of the U.S. drinks at least two cups of coffee a day. Among coffee drinkers, 25% consume about five cups daily and another 25% drink ten or more cups a day.[2] No matter how stylish you may think your beverage is, caffeine is also ridden with negative health consequences. “Caffeine is a drug that can affect our central nervous system and affect some pretty important areas of our lives,” says American University caffeine researcher, Laura Juliano, in an interview for NPR.[3] Sure, it increases ability to focus and elevates mood, but drinking these beverages excessively doesn’t come without consequences. Caffeine can cause mood swings, insomnia, increased muscle tension, impaired digestion and nutrition, restricted blood circulation to the brain, and increased blood pressure and heart rate. [4]

But let’s face it: we love our coffee, and life without your daily trip to Starbucks or Dunkin’ might seem a little bleak. After my first taste of a cappuccino in 3^rd grade, I became a faithful member of the coffee community. But I’ve recently realized that maybe I don’t need as much coffee to fuel my lifestyle as I once thought.  I realized that my attachment to coffee was more emotional than physical. I only thought I needed that second cup of caffeine in the morning. My body, however, functions perfectly fine without it.  I realized I didn’t really need that afternoon latte from Starbucks. I simply enjoyed the eclectic break of relief from daily tasks. As a currently recovering addict, I promise: cutting down on caffeine is possible.

After reducing my caffeine intake, I realized it was easier to get through the day without having to stop for a coffee fix, and I found myself craving coffee less and less. To wean myself off it, I started to drink green tea. That, along with my morning exercise routine and plenty of water throughout the day, made me realize I actually felt more alert and energetic than I had before. Of course, occasionally my cravings for my favorite latte have to be satisfied; and I do enjoy the cultural atmosphere of Starbucks – once in a while.

There are ways to get an energy boost without resorting to caffeine. Working out more will get your adrenaline pumping, and can replace that second dose of caffeine in the morning. Drinking more water can help and you might discover an entirely new culture of (decaffeinated) tea. Adjusting our diets to incorporate fresher and lighter foods will help us feel less lethargic than we would after a heavy meal.  Most of all, it’s about mindset. Ask yourself why do you drink caffeine, and do you really need it?

“Let’s meet for coffee.” It’s a long time cultural tradition. Coffee shops are where stories are told, secrets are shared, and relationships are formed.  Next time your friend asks you to meet for coffee, try something new – maybe an herbal tea or a yummy smoothie instead of your typical caffeinated beverage.  You may not be runnin’ on Dunkin’, but you’ll be runnin’ just the same.

[2] http://www.healthy.net/scr/article.aspx?ID=800

[3] http://www.npr.org/templates/story/story.php?storyId=6155178

[4] http://www.caffeineawareness.org/caffeineawarness4page.pdf