AIMIA LEADERSHIP SUMMIT 1.10.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
 
TAKE A MOMENT TO THINK… WHAT ARE  YOUR GOALS  IN LIFE ?
WHAT IS YOUR GOAL IN LIFE?
<ul><li>“ WHEN I GET _____, I ’ LL BE HAPPY ” </li></ul><ul><li>“ WHEN I ACHIEVE _____, I ’ LL BE HAPPY ” </li></ul><ul><l...
REFLECTION HOW DID  I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
GO  BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTT...
CAN COMPANIES REALLY BE SUCCESFUL WITH  HAPPINESS   AS A  BUSINESS MODEL ?
“ PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM  FEEL ...
“ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL  E MOTIONAL  C ONNECTION
<ul><li>MAKE CUSTOMER SERVICE A  PRIORITY FOR THE WHOLE COMPANY , NOT JUST A DEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS...
CULTURE #1 PRIORITY?
RESEARCH SHOWS  WHAT MAKES  LONG-TERM SUSTAINABLE BRANDS CULTURE  AND HIGHER PURPOSE
HOW IS  CULTURE  #1  PRIORITY? <ul><li>HIRING FOR CULTURE </li></ul><ul><li>5 WEEKS OF TRAINING </li></ul><ul><li>$4000 OF...
THE CULTURE BOOK THE CULTURE BOOK
THE CULTURE BOOK WHAT IS IT? COMPLETELY  UNEDITED  EXCEPT FOR TYPOS AND SPELLING SNAPSHOT  OF CULTURE EVERY YEAR – WHAT’S ...
 
<ul><li>Deliver  WOW  Through Service </li></ul><ul><li>Embrace and Drive  Change </li></ul><ul><li>Create  Fun  and a Lit...
CULTURE  AND  CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS NOV ‘09 AMAZON ACQ...
AN EXPERIMENT IN  HAPPINESS   AS A  BUSINESS MODEL  <ul><li>LESSONS LEARNED: </li></ul><ul><li>COMMITMENT </li></ul><ul><l...
1.  COMMITMENT  HOW IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG-TERM,  SUSTAINABLE  BRAND? ARE YOU WILLING TO  COMMIT  F...
2.  DEFINE YOUR CORE VALUES IT’S HARD, SO START EARLY. WHAT ARE YOUR COMPANY’S CORE VALUES? WHAT ARE YOUR PERSONAL CORE VA...
EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
4.  VISION DOES IT HAVE  MEANING  AND  PASSION  BEHIND IT? DOES IT  INSPIRE  (VS. MOTIVATE)? “ CHASE THE  VISION , NOT THE...
FOR  EMPLOYEES WHAT’S THE LARGER  VISION  AND GREATER  PURPOSE  IN THEIR WORK BEYOND MONEY OR PROFITS? FOR  ENTREPRENEURS ...
5.  BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING. IT’S ABOUT  CONNECTEDNESS .  IF YOU’RE  INTERESTED , YOU D...
6.  BUILD THE RIGHT TEAM HIRE  SLOWLY . FIRE  QUICKLY . HIRE BASED ON  VALUES . “ IF YOU WANT TO GO QUICKLY, GO ALONE. IF ...
THAT’S GREAT BUT IT’LL NEVER WORK FOR ME  OR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY,  PROBABLY NOT TRUE IF YOU TH...
SOME FRAMEWORKS  LEARNED ALONG THE WAY… WHAT DOES THE  SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS  LEARNED ALON...
 
HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
 
HIGHER PURPOSE AND MEANING BEING PART OF  SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
 
IF RESEARCH SHOWS  VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO  YOU  AND  YOUR COMPANY ?
HOW DO WE TURN  SUPERBAD INTO SUPERGOOD?
LABOR DAY 2009 FIRST… THERE WAS A  BOOK
320,000+  COPIES SOLD 17+   LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE ...
I CAN BE A CMP!
 
<ul><li>THEN,  </li></ul><ul><ul><ul><li>THE  BUS TOUR…  </li></ul></ul></ul>
 
 
 
BEFORE AFTER
 
 
 
 
 
 
 
 
 
 
“ DELIVERING HAPPINESS IS A  MOVEMENT   THAT HAPPENS TO HAVE A  BOOK ”   - SETH GODIN
THEN THERE WAS A  BUS TOUR FIRST…THERE WAS A  BOOK
WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME  VISION <ul><li>NO MATTER WHAT </li></ul><ul><li>BACKGROUND </li></ul><...
NOW…THE  MOVEMENT TO  SPREAD  AND  INSPIRE  HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
Inspiration Live passionately. Inspire and Be Inspired. Community Connect people who want a purposeful life. Education Tea...
DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A network around the world, growing the movement with community and workplaces Co...
 
Merch with a  Mission
[email_address]
AND DH
DELIVERING HAPPINESS TODAY… Community Partners 130 COUNTRIES 1200 CITIES
A WORLD OF  SUSTAINABLE HAPPINESS AT  WORK ,  COMMUNITY  AND  EVERYDAY   LIFE DELIVERING HAPPINESS EOY 2012
THAT’S GREAT BUT IT’LL  NEVER  WORK FOR ME…
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER WHAT MATTERS IS  ALIGNMENT  AND T...
WITH… GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS IT’S NOT A PIPEDREAM ANYMORE
FOR A CULTURE BOOK OR  COPY OF THE PRESENTATION [email_address] JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK .COM/D...
TOGETHER, LET’S
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  • 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?
  • Aimia 01 10 11 jenn lim delivering happiness

    1. 1. AIMIA LEADERSHIP SUMMIT 1.10.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
    3. 4. WHAT IS YOUR GOAL IN LIFE?
    4. 5. <ul><li>“ WHEN I GET _____, I ’ LL BE HAPPY ” </li></ul><ul><li>“ WHEN I ACHIEVE _____, I ’ LL BE HAPPY ” </li></ul><ul><li>LOTTERY WINNERS </li></ul><ul><li>TERMINALLY INJURED OR DISABLED </li></ul>OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’ RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. ( EVEN HOMER )
    5. 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
    7. 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL ?
    8. 9. “ PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” — MAYA ANGELOU
    9. 10. “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    10. 11. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL E MOTIONAL C ONNECTION
    11. 12. <ul><li>MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY , NOT JUST A DEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS TO COME FROM THE TOP. </li></ul><ul><li>MAKE WOW A VERB THAT IS PART OF YOUR COMPANY’S EVERYDAY VOCABULARY. </li></ul><ul><li>EMPOWER AND TRUST YOUR CUSTOMER SERVICE REPS. TRUST THAT THEY WANT TO PROVIDE GREAT SERVICE… BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISOR SHOULD BE RARE. </li></ul><ul><li>REALIZE THAT IT’S OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR EMPLOYEES. </li></ul><ul><li>DON’T MEASURE CALL TIMES, DON’ T FORCE EMPLOYEES TO UPSELL, AND DON ’ T USE SCRIPTS . </li></ul><ul><li>DON’ T HIDE YOUR 1-800 NUMBER. IT ’ S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO YOUR EMPLOYEES AS WELL. </li></ul><ul><li>VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT AN EXPENSE YOU’RE SEEKING TO MINIMIZE. </li></ul><ul><li>HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOW EXPERIENCES TO EVERYONE IN THE COMPANY. </li></ul><ul><li>FIND AND HIRE PEOPLE WHO ARE ALREADY PASSIONATE ABOUT CUSTOMER SERVICE. </li></ul><ul><li>GIVE GREAT SERVICE TO EVERYONE : CUSTOMERS, EMPLOYEES, AND VENDORS. </li></ul>10 WAYS TO INSTILL CUSTOMER SERVICE EXCERPTED FROM DELIVERING HAPPINESS
    12. 13. CULTURE #1 PRIORITY?
    13. 14. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    14. 15. HOW IS CULTURE #1 PRIORITY? <ul><li>HIRING FOR CULTURE </li></ul><ul><li>5 WEEKS OF TRAINING </li></ul><ul><li>$4000 OFFER TO QUIT </li></ul><ul><li>ZAPPOS CULTURE BOOK </li></ul>
    15. 16. THE CULTURE BOOK THE CULTURE BOOK
    16. 17. THE CULTURE BOOK WHAT IS IT? COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
    17. 19. <ul><li>Deliver WOW Through Service </li></ul><ul><li>Embrace and Drive Change </li></ul><ul><li>Create Fun and a Little Weirdness </li></ul><ul><li>Be Adventurous , Creative , and Open - Minded </li></ul><ul><li>Pursue Growth and Learning </li></ul><ul><li>Build Open and Honest Relationships With Communication </li></ul><ul><li>Build a Positive Team and Family Spirit </li></ul><ul><li>Do More with Less </li></ul><ul><li>Be Passionate and Determined </li></ul><ul><li>Be Humble </li></ul>CORE VALUES AT ZAPPOS
    18. 20. CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
    19. 21. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL <ul><li>LESSONS LEARNED: </li></ul><ul><li>COMMITMENT </li></ul><ul><li>CORE VALUES </li></ul><ul><li>TRANSPARENCY </li></ul><ul><li>VISION </li></ul><ul><li>RELATIONSHIPS </li></ul><ul><li>THE RIGHT TEAM </li></ul><ul><li>AND CAN THEY BE </li></ul><ul><li>APPLIED TO YOU? </li></ul>HOW ?
    20. 22. 1. COMMITMENT HOW IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR A MONTH OR YEAR, BUT THE LIFE OF THE COMPANY) ? WILL IT BE?
    21. 23. 2. DEFINE YOUR CORE VALUES IT’S HARD, SO START EARLY. WHAT ARE YOUR COMPANY’S CORE VALUES? WHAT ARE YOUR PERSONAL CORE VALUES? DO THEY ALIGN ?
    22. 24. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    23. 25. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “ CHASE THE VISION , NOT THE PAPER.” -
    24. 26. FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’ T FEAR FAILURE AND DIDN ’ T MAKE ANY MONEY FOR 10 YEARS?
    25. 27. 5. BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING. IT’S ABOUT CONNECTEDNESS . IF YOU’RE INTERESTED , YOU DON’ T HAVE TO TRY TO BE INTERESTING. “ IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR .” -
    26. 28. 6. BUILD THE RIGHT TEAM HIRE SLOWLY . FIRE QUICKLY . HIRE BASED ON VALUES . “ 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)
    27. 29. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.
    28. 30. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
    29. 32. HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
    30. 34. HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
    31. 36. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
    32. 37. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
    33. 38. LABOR DAY 2009 FIRST… THERE WAS A BOOK
    34. 39. 320,000+ 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 WHOA.
    35. 40. I CAN BE A CMP!
    36. 42. <ul><li>THEN, </li></ul><ul><ul><ul><li>THE BUS TOUR… </li></ul></ul></ul>
    37. 46. BEFORE AFTER
    38. 57. “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN
    39. 58. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    40. 59. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION <ul><li>NO MATTER WHAT </li></ul><ul><li>BACKGROUND </li></ul><ul><li>CULTURE </li></ul><ul><li>IDEAS </li></ul><ul><li>JOB </li></ul>HAPPINESS
    41. 60. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    42. 61. Inspiration Live passionately. Inspire and Be Inspired. Community Connect people who want a purposeful life. Education Teach and empower each other. Experiences Create meaningful moments together. So…how do you fuel a movement?
    43. 62. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A network around the world, growing the movement with community and workplaces Community Partners
    44. 64. Merch with a Mission
    45. 65. [email_address]
    46. 66. AND DH
    47. 67. DELIVERING HAPPINESS TODAY… Community Partners 130 COUNTRIES 1200 CITIES
    48. 68. A WORLD OF SUSTAINABLE HAPPINESS AT WORK , COMMUNITY AND EVERYDAY LIFE DELIVERING HAPPINESS EOY 2012
    49. 69. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
    50. 70. NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER WHAT MATTERS IS ALIGNMENT AND THAT YOU COMMIT TO THEM
    51. 71. WITH… GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS IT’S NOT A PIPEDREAM ANYMORE
    52. 72. FOR A CULTURE BOOK OR COPY OF THE PRESENTATION [email_address] JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK .COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO To apply for VHP status: BIT.LY/VHPinvite
    53. 73. TOGETHER, LET’S
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