ARCOECUADORJUNE 6 2013JENN LIMCEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…WHAT AREYOUR GOALSIN LIFE
WHAT IS YOUR GOAL IN LIFE?
• ―WHEN I GET _____, I‘LL BE HAPPY‖• ―WHEN I ACHIEVE _____, I‘LL BE HAPPY‖• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLE...
REFLECTIONHOW DIDI GET HEREWHY AM I SO PASSIONATEABOUT HAPPINESS?
MT. KILIGREEN FIELDExplored andPrioritizedINTERNETCONSULTANTLAYOFFLOSERLOSSGOBEARS!ZAPPOSCONSULTANTROCK BOTTOMREAL LOSSTIM...
CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESS AS ABUSINESS MODEL?
―PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.”— MAY...
―A WOMAN‘S DREAMCLOSET…‖ZAPPOSKENTUCKY WAREHOUSE
EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTUREPERSONALEMOTIONALCONNECTION
10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS• MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMP...
CULTURE#1 PRIORITY?
RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDSCULTURE ANDHIGHER PURPOSE
HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
THE CULTUREBOOKTHE CULTUREBOOK
THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLINGSNAPSHOT OF CULTURE EVERYYEAR – WHAT’S GOOD, WH...
CORE VALUESAT ZAPPOS1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adv...
CULTURE AND CUSTOMER SERVICE$2B* COMPANY1999 – TODAY‗01 ‗02 ‗06‗03 ‗04 ‗05 ‗07‗00 ‗08GrossSales$MM$1,000800600400200NOV ‗0...
BEST WORKPLACESVS. S&P 500GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
AN EXPERIMENT INHAPPINESS AS ABUSINESS MODELLESSONS LEARNED:1. COMMITMENT2. CORE VALUES3. TRANSPARENCY4. VISION5. RELATION...
1. COMMITMENTHOW IMPORTANT TO YOU?DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?ARE YOU WILLING TO COMMITFINANCES, R...
2. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR COMPANY’S COREVALUES?WHAT ARE YOUR PERSONAL COREVALUES?DO ...
3. COMMIT TOBE REAL. BE YOURSELF.WHEN PEOPLE ARE, THERE’S LESS TOFEAR.(WHILE SAVING TIME, EFFORT ANDANXIETY)WORK | LIFE IN...
FOREMPLOYEES*WHAT’S THE LARGERVISION AND GREATERPURPOSE IN THEIRWORK BEYOND MONEYOR PROFITS?FORENTREPRENEURSWHAT WOULD YOU...
5. BUILDRELATIONSHIPSIT’S NOT ABOUT NETWORKING OR MARKETING.IT’S ABOUT CONNECTEDNESS.IF YOU’RE INTERESTED, YOU DON’T HAVE ...
6. BUILD THERIGHT TEAMHIRE SLOWLY.FIRE QUICKLY.HIRE BASED ONVALUES.
THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY…HOLD THAT THOUGHT.
SOME FRAMEWORKSLEARNED ALONG THE WAY…WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US?SOME DATA AND FRAMEWORKSLEARNED ALON...
SOME FRAMEWORKSLEARNED ALONG THE WAY…TOP 5 I WISH‘ES IN LIFE- BRONNIE WARETOP 5 REGRETS OF DYING…THE COURAGE TOEXPRESS MYF...
THE ELEMENTS OF HAPPINESSNORMDAY TO DAYDECISIONS>>ACTIONS50%10%40%CONTROLNATUREGENETICSNURTUREENVIRONMENTSUSTAINABLEHAPPIN...
HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
HAPPINESS FRAMEWORK 2MASLOW‘S HIERARCHY
MIHÁLYCSÍKSZENTMIHÁLYI
IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…HOW DOES THAT APPLYTO YOU AND YOURCOMPANY?
HOW DO WE TURNSUPERBADINTOSUPERGOOD?
FIRST…THERE WAS A BOOK
400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON C...
I CAN BEA CMP!
THEN,THE BUS TOUR…
BEFORE AFTER
―DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENSTO HAVE A BOOK‖- SETHGODIN
THEN THERE WAS A BUSTOURFIRST…THERE WAS ABOOK
WE HEARD FROM AROUND THE WORLDUNIFIEDBY THESAMEVISIONNO MATTER WHAT• BACKGROUND• CULTURE• IDEAS• JOBHAPPINESS
NOW…THE MOVEMENTTO SPREAD AND INSPIREHAPPINESS IN THE WORLDSCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
HOW? The 3 C‘s.3100Cities110Countries
HAPPIER COMPANIESwww.HappinessatWorkSurvey.comesp.HappinessatWorkSurvey.com/es/try
PAY HAPPINESS FORWARD.100% of net profits to theHappiness MovementHAPPIERCOMMUNITIES
HAPPIER CITIESREVITALIZINGDOWNTOWN VEGAS
THAT‘S GREAT BUT IT‘LLNEVER WORK FOR ME…
HARVARD BUSINESS REVIEWJAN-FEB 2012 ISSUEHAPPINESS in theWORKPLACESALES 37%PRODUCTIVITY31%ACCURACY 19%CREATIVITY300%__...
WHAT MATTERS ISALIGNMENT ANDCOMMITMENT
(RE-ENACTMENT)
HOW CAN WE HELP?FOR:QUESTIONSCULTURE BOOKCOPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COMJOIN THE MOVEMENTDELIVERINGHA...
• BE TRUE TO OUR WEIRD SELVES• LIVE OUR VALUES, PASSIONS ANDPURPOSE• PRIORITIZE FOR LASTING, SUSTAINABLEHAPPINESSIMAGINE…
THANK YOU!THEN DO.
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
Arco ecuador jenn lim_delivering happiness_60
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Transcript of "Arco ecuador jenn lim_delivering happiness_60"

  1. 1. ARCOECUADORJUNE 6 2013JENN LIMCEO & CHIEF HAPPINESS OFFICER
  2. 2. TAKE A MOMENT TO THINK…WHAT AREYOUR GOALSIN LIFE
  3. 3. WHAT IS YOUR GOAL IN LIFE?
  4. 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. 5. REFLECTIONHOW DIDI GET HEREWHY AM I SO PASSIONATEABOUT HAPPINESS?
  6. 6. MT. KILIGREEN FIELDExplored andPrioritizedINTERNETCONSULTANTLAYOFFLOSERLOSSGOBEARS!ZAPPOSCONSULTANTROCK BOTTOMREAL LOSSTIMEHAPPINESSOH@#$%
  7. 7. CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESS AS ABUSINESS MODEL?
  8. 8. ―PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.”— MAYA ANGELOU
  9. 9. ―A WOMAN‘S DREAMCLOSET…‖ZAPPOSKENTUCKY WAREHOUSE
  10. 10. EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTUREPERSONALEMOTIONALCONNECTION
  11. 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. 12. CULTURE#1 PRIORITY?
  13. 13. RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDSCULTURE ANDHIGHER PURPOSE
  14. 14. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  15. 15. THE CULTUREBOOKTHE CULTUREBOOK
  16. 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. 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. 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. 19. BEST WORKPLACESVS. S&P 500GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
  20. 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. 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. 22. 2. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR COMPANY’S COREVALUES?WHAT ARE YOUR PERSONAL COREVALUES?DO THEY ALIGN?
  23. 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. 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. 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. 26. 6. BUILD THERIGHT TEAMHIRE SLOWLY.FIRE QUICKLY.HIRE BASED ONVALUES.
  27. 27. THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY…HOLD THAT THOUGHT.
  28. 28. SOME FRAMEWORKSLEARNED ALONG THE WAY…WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US?SOME DATA AND FRAMEWORKSLEARNED ALONG THE WAY…
  29. 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. 30. THE ELEMENTS OF HAPPINESSNORMDAY TO DAYDECISIONS>>ACTIONS50%10%40%CONTROLNATUREGENETICSNURTUREENVIRONMENTSUSTAINABLEHAPPINESS90%
  31. 31. HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
  32. 32. HAPPINESS FRAMEWORK 2MASLOW‘S HIERARCHY
  33. 33. MIHÁLYCSÍKSZENTMIHÁLYI
  34. 34. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…HOW DOES THAT APPLYTO YOU AND YOURCOMPANY?
  35. 35. HOW DO WE TURNSUPERBADINTOSUPERGOOD?
  36. 36. FIRST…THERE WAS A BOOK
  37. 37. 400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERSWHOA.
  38. 38. I CAN BEA CMP!
  39. 39. THEN,THE BUS TOUR…
  40. 40. BEFORE AFTER
  41. 41. ―DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENSTO HAVE A BOOK‖- SETHGODIN
  42. 42. THEN THERE WAS A BUSTOURFIRST…THERE WAS ABOOK
  43. 43. WE HEARD FROM AROUND THE WORLDUNIFIEDBY THESAMEVISIONNO MATTER WHAT• BACKGROUND• CULTURE• IDEAS• JOBHAPPINESS
  44. 44. NOW…THE MOVEMENTTO SPREAD AND INSPIREHAPPINESS IN THE WORLDSCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
  45. 45. HOW? The 3 C‘s.3100Cities110Countries
  46. 46. HAPPIER COMPANIESwww.HappinessatWorkSurvey.comesp.HappinessatWorkSurvey.com/es/try
  47. 47. PAY HAPPINESS FORWARD.100% of net profits to theHappiness MovementHAPPIERCOMMUNITIES
  48. 48. HAPPIER CITIESREVITALIZINGDOWNTOWN VEGAS
  49. 49. THAT‘S GREAT BUT IT‘LLNEVER WORK FOR ME…
  50. 50. HARVARD BUSINESS REVIEWJAN-FEB 2012 ISSUEHAPPINESS in theWORKPLACESALES 37%PRODUCTIVITY31%ACCURACY 19%CREATIVITY300%______________________________________TURNOVERENGAGEMENTCREATIVITYPROFITS
  51. 51. WHAT MATTERS ISALIGNMENT ANDCOMMITMENT
  52. 52. (RE-ENACTMENT)
  53. 53. HOW CAN WE HELP?FOR:QUESTIONSCULTURE BOOKCOPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COMJOIN THE MOVEMENTDELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
  54. 54. • BE TRUE TO OUR WEIRD SELVES• LIVE OUR VALUES, PASSIONS ANDPURPOSE• PRIORITIZE FOR LASTING, SUSTAINABLEHAPPINESSIMAGINE…
  55. 55. THANK YOU!THEN DO.

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