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Arco ecuador jenn lim_delivering happiness_60 Presentation Transcript

  • 1. ARCOECUADORJUNE 6 2013JENN LIMCEO & CHIEF HAPPINESS OFFICER
  • 2. TAKE A MOMENT TO THINK…WHAT AREYOUR GOALSIN LIFE
  • 3. WHAT IS YOUR GOAL IN LIFE?
  • 4. • ―WHEN I GET _____, I‘LL BE HAPPY‖• ―WHEN I ACHIEVE _____, I‘LL BE HAPPY‖• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLEDOUR BRAINS AREHARDWIRED TOSEEK HAPPINESS.YET WE‘RESUPERBAD ATPREDICTINGWHAT CAN SUSTAINIT.
  • 5. REFLECTIONHOW DIDI GET HEREWHY AM I SO PASSIONATEABOUT HAPPINESS?
  • 6. MT. KILIGREEN FIELDExplored andPrioritizedINTERNETCONSULTANTLAYOFFLOSERLOSSGOBEARS!ZAPPOSCONSULTANTROCK BOTTOMREAL LOSSTIMEHAPPINESSOH@#$%
  • 7. CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESS AS ABUSINESS MODEL?
  • 8. ―PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.”— MAYA ANGELOU
  • 9. ―A WOMAN‘S DREAMCLOSET…‖ZAPPOSKENTUCKY WAREHOUSE
  • 10. EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTUREPERSONALEMOTIONALCONNECTION
  • 11. 10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS• MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY, NOT JUST ADEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS TO COME FROM THE TOP.• MAKE WOW A VERB THAT IS PART OF YOUR COMPANY‘S EVERYDAY VOCABULARY.• EMPOWER AND TRUST YOUR CUSTOMER SERVICE REPS. TRUST THAT THEY WANT TOPROVIDE GREAT SERVICE… BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISORSHOULD BE RARE.• REALIZE THAT IT‘S OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUREMPLOYEES.• DON‘T MEASURE CALL TIMES, DON‘T FORCE EMPLOYEES TO UPSELL, AND DON‘T USESCRIPTS.• DON‘T HIDE YOUR 1-800 NUMBER. IT‘S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TOYOUR EMPLOYEES AS WELL.• VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT ANEXPENSE YOU‘RE SEEKING TO MINIMIZE.• HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOWEXPERIENCES TO EVERYONE IN THE COMPANY.• FIND AND HIRE PEOPLE WHO ARE ALREADY PASSIONATE ABOUT CUSTOMER SERVICE.• GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.
  • 12. CULTURE#1 PRIORITY?
  • 13. RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDSCULTURE ANDHIGHER PURPOSE
  • 14. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  • 15. THE CULTUREBOOKTHE CULTUREBOOK
  • 16. THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLINGSNAPSHOT OF CULTURE EVERYYEAR – WHAT’S GOOD, WHAT DOWE NEED TO IMPROVESTARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’TSHIP THEREFOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
  • 17. CORE VALUESAT ZAPPOS1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
  • 18. CULTURE AND CUSTOMER SERVICE$2B* COMPANY1999 – TODAY‗01 ‗02 ‗06‗03 ‗04 ‗05 ‗07‗00 ‗08GrossSales$MM$1,000800600400200NOV ‗09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION***GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
  • 19. BEST WORKPLACESVS. S&P 500GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
  • 20. AN EXPERIMENT INHAPPINESS AS ABUSINESS MODELLESSONS LEARNED:1. COMMITMENT2. CORE VALUES3. TRANSPARENCY4. VISION5. RELATIONSHIPS6. THE RIGHT TEAMAND CAN THEY BEAPPLIED TO YOU?HOW?
  • 21. 1. COMMITMENTHOW IMPORTANT TO YOU?DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?ARE YOU WILLING TO COMMITFINANCES, RESOURCES, AND TIME TO IT?HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR AMONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?
  • 22. 2. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR COMPANY’S COREVALUES?WHAT ARE YOUR PERSONAL COREVALUES?DO THEY ALIGN?
  • 23. 3. COMMIT TOBE REAL. BE YOURSELF.WHEN PEOPLE ARE, THERE’S LESS TOFEAR.(WHILE SAVING TIME, EFFORT ANDANXIETY)WORK | LIFE INTEGRATIONEXAMPLES:VENDOR EXTRANETTWITTER.ZAPPOS.COM“ASK ANYTHING”TOURS & MEDIA VISITSZAPPOS INSIGHTS
  • 24. FOREMPLOYEES*WHAT’S THE LARGERVISION AND GREATERPURPOSE IN THEIRWORK BEYOND MONEYOR PROFITS?FORENTREPRENEURSWHAT WOULD YOU BEPASSIONATE ABOUTDOING IF YOU DIDN’TFEAR FAILURE ANDDIDN’T MAKE ANYMONEY FOR 10 YEARS?71% EMPLOYEES IN THEU.S. DISENGAGED$300B LOST INPRODUCTIVITY FROMDISENGAGEMENT-GALLUP 2008, 20114. VISION
  • 25. 5. BUILDRELATIONSHIPSIT’S NOT ABOUT NETWORKING OR MARKETING.IT’S ABOUT CONNECTEDNESS.IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRYTO BE INTERESTING.“IF THE PERSON YOU’RE TALKING TO ISN’TLISTENING, BE PATIENT. MAYBE HE HAS A SMALLPIECE OF FLUFF IN HIS EAR.”-
  • 26. 6. BUILD THERIGHT TEAMHIRE SLOWLY.FIRE QUICKLY.HIRE BASED ONVALUES.
  • 27. THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY…HOLD THAT THOUGHT.
  • 28. SOME FRAMEWORKSLEARNED ALONG THE WAY…WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US?SOME DATA AND FRAMEWORKSLEARNED ALONG THE WAY…
  • 29. SOME FRAMEWORKSLEARNED ALONG THE WAY…TOP 5 I WISH‘ES IN LIFE- BRONNIE WARETOP 5 REGRETS OF DYING…THE COURAGE TOEXPRESS MYFEELINGS.…LET MYSELF BEHAPPIER…NOT WORKEDSO HARD…STAYED INTOUCH WITHFRIENDS…THECOURAGE TOLIVE TRUE TOMYSELF, NOTTHE LIFE OFWHATOTHERSEXPECTEDI WISHI HAD…#1
  • 30. THE ELEMENTS OF HAPPINESSNORMDAY TO DAYDECISIONS>>ACTIONS50%10%40%CONTROLNATUREGENETICSNURTUREENVIRONMENTSUSTAINABLEHAPPINESS90%
  • 31. HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
  • 32. HAPPINESS FRAMEWORK 2MASLOW‘S HIERARCHY
  • 33. MIHÁLYCSÍKSZENTMIHÁLYI
  • 34. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…HOW DOES THAT APPLYTO YOU AND YOURCOMPANY?
  • 35. HOW DO WE TURNSUPERBADINTOSUPERGOOD?
  • 36. FIRST…THERE WAS A BOOK
  • 37. 400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERSWHOA.
  • 38. I CAN BEA CMP!
  • 39. THEN,THE BUS TOUR…
  • 40. BEFORE AFTER
  • 41. ―DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENSTO HAVE A BOOK‖- SETHGODIN
  • 42. THEN THERE WAS A BUSTOURFIRST…THERE WAS ABOOK
  • 43. WE HEARD FROM AROUND THE WORLDUNIFIEDBY THESAMEVISIONNO MATTER WHAT• BACKGROUND• CULTURE• IDEAS• JOBHAPPINESS
  • 44. NOW…THE MOVEMENTTO SPREAD AND INSPIREHAPPINESS IN THE WORLDSCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
  • 45. HOW? The 3 C‘s.3100Cities110Countries
  • 46. HAPPIER COMPANIESwww.HappinessatWorkSurvey.comesp.HappinessatWorkSurvey.com/es/try
  • 47. PAY HAPPINESS FORWARD.100% of net profits to theHappiness MovementHAPPIERCOMMUNITIES
  • 48. HAPPIER CITIESREVITALIZINGDOWNTOWN VEGAS
  • 49. THAT‘S GREAT BUT IT‘LLNEVER WORK FOR ME…
  • 50. HARVARD BUSINESS REVIEWJAN-FEB 2012 ISSUEHAPPINESS in theWORKPLACESALES 37%PRODUCTIVITY31%ACCURACY 19%CREATIVITY300%______________________________________TURNOVERENGAGEMENTCREATIVITYPROFITS
  • 51. WHAT MATTERS ISALIGNMENT ANDCOMMITMENT
  • 52. (RE-ENACTMENT)
  • 53. HOW CAN WE HELP?FOR:QUESTIONSCULTURE BOOKCOPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COMJOIN THE MOVEMENTDELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
  • 54. • BE TRUE TO OUR WEIRD SELVES• LIVE OUR VALUES, PASSIONS ANDPURPOSE• PRIORITIZE FOR LASTING, SUSTAINABLEHAPPINESSIMAGINE…
  • 55. THANK YOU!THEN DO.