Your SlideShare is downloading. ×
0
AT&T SERVICES, INC
DALLAS, TX
JANUARY 17, 2014

JENN LIM
CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO
THINK…

?

WHAT ARE
YOUR GOALS
IN LIFE
WHAT IS YOUR GOAL IN
LIFE?
OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WE’RE
SUPERBAD AT
PREDICTING
WHAT CAN
SUSTAIN IT.
•
•
•
•

“WHEN I GET ___...
REFLECTION

WHY AM I SO PASSIONATE
ABOUT HAPPINESS?

?

HOW DID
I GET
HERE
HAPPINESS

MT. KILI

ZAPPOS
CONSULTANT

GO
BEARS!
TIM
E

|

+

INTERNET
CONSULTANT

GREEN FIELD
Explored and
Prioritized

...
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

PERSONAL
EMOTIONAL
CONNECTION
10 WAYS TO INSTILL
CUSTOMER SERVICE
EXCERPTED FROM DELIVERING
HAPPINESS
•

MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE ...
#1 PRIORITY?

CULTUR
RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS

CULTURE AND
HIGHER PURPOSE
HOW IS CULTURE
#1 PRIORITY?
•
•
•
•

HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 OFFER TO QUIT
ZAPPOS CULTURE BOOK
THE
THE
CULTURE
CULTURE
BOOK
BOOK
THE CULTURE
BOOK
WHAT IS IT?

COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE
EVERY YEAR – WHAT’S
G...
CORE
VALUES AT
ZAPPOS
6.

1.

Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness...
CULTURE

CUSTOMER SERVICE

AND

$2B* COMPANY
1999 – TODAY

$1,000

Gross Sales $MM

800

600

400

200

‘00

‘01

‘02

‘03...
BEST WORKPLACES
VS. S&P 500

GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010
HAPPIER
EMPLOYEES



51%

TURNOVER

=

HAPPIER
CUSTOMERS

22%
PROFITABILITY

=

SUCCESSFUL
COMPANIES
&
MEANINGFUL
LIVES
...
AN EXPERIMENT IN

HAPPINESS AS A
BUSINESS MODEL

HOW

?

LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISI...
1.
COMMITMENT
DO YOU WANT TO BUILD A
LONG-TERM, SUSTAINABLE
BRAND?
ARE YOU WILLING TO
COMMIT FINANCES,
RESOURCES, AND TIME...
2. DEFINE
YOUR CORE
VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.CO
M
“ASK ANYTHING”
TOURS & MEDIA
VISITS
ZAPPOS INSIGHTS
4. VISION

71% EMPLOYEES IN
THE U.S. DISENGAGED

FOR
EMPLOYEES*
WHAT’S THE
LARGER VISION AND
GREATER PURPOSE
IN THEIR WORK...
5. BUILD
MEANINGFUL
RELATIONSHI
PS
IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE
INTERESTED, YOU
DON’T HA...
6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE BASED ON
VALUES.
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?

SOME FRAMEWORKS
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
LEARN...
TOP 5 I WISH’ES IN LIFE
NOT I WISH…IT’S WOW

#

…NOT
WORKED
SO HARD

1 …THE

COURAGE
TO LIVE
TRUE TO
MYSELF,

NOT
THE LIFE...
HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS
IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…

HOW DOES THAT
APPLY TO YOU AND
YOUR COMPANY?
FIRST…
THERE WAS A
BOOK
550,000+ COPIES SOLD
20+ LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
A...
I CAN
BE A
CMP!
THEN,

THE BUS TOUR…
FIRST…THERE WAS A
BOOK

THEN THERE WAS A BUS
TOUR
WE HEARD FROM AROUND THE
WORLD
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB

HAPPINESS

UNIFIED
BY THE
SAME
VISION
NOW…THE MOVEMENT

SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
HOW? The 3 C’s.

3100
Cities

110

Countries
HAPPIER
COMPANIES

HAPPINESS SURVEY
ROI CALULATOR
HAPPIER
COMMUNITIES
&
CITIES

REVITALIZE YOUR
CITY/COMMUNITY
TIPPING POINT OF
HAPPINESS
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%



MORE ENGAGEMENT
SALES 37%
PRODUC...
WHAT
MATTERS IS
ALIGNMENT
AND
COMMITMENT
HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION

JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT

DE...
IMAGINE…
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINES...
THEN DO.

THANK YOU!
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
At&t services, inc jenn lim delivering happiness
Upcoming SlideShare
Loading in...5
×

At&t services, inc jenn lim delivering happiness

297

Published on

Published in: Business, Education
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
297
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
4
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide
  • 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?
  • Formula was emerging … became secret sauce…
    Tony was seeing, IT’S ALL ABOUT HAPPINESS!
    not only in life, also in business
    So he set out to incorporate as much happiness in new culture at zappos as he could
    The idea of happiness as a business model was born
  • Does anyone know this guy?
    72% unhappy. Either disengaged, working below potential, or actively sabatoging
    1 in 7. Is it you? Is it person next to you? Your boss?
  • Transcript of "At&t services, inc jenn lim delivering happiness"

    1. 1. AT&T SERVICES, INC DALLAS, TX JANUARY 17, 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 2. TAKE A MOMENT TO THINK… ? WHAT ARE YOUR GOALS IN LIFE
    3. 3. WHAT IS YOUR GOAL IN LIFE?
    4. 4. OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. • • • • “WHEN I GET _____, I’LL BE HAPPY” “WHEN I ACHIEVE _____, I’LL BE HAPPY” LOTTERY WINNERS TERMINALLY INJURED OR DISABLED
    5. 5. REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS? ? HOW DID I GET HERE
    6. 6. HAPPINESS MT. KILI ZAPPOS CONSULTANT GO BEARS! TIM E | + INTERNET CONSULTANT GREEN FIELD Explored and Prioritized OH @#$% LAYOFF LOSER LOSS ROCK BOTTOM
    7. 7. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
    8. 8. “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. 9. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    10. 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    11. 11. 10 WAYS TO INSTILL CUSTOMER SERVICE EXCERPTED FROM DELIVERING HAPPINESS • MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY, NOT JUST A DEPARTMENT. 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 TO PROVIDE GREAT SERVICE… BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISOR SHOULD BE RARE. • REALIZE THAT IT’S OK TO FIRE EMPLOYEES. CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR • DON’T MEASURE CALL TIMES, DON’T FORCE EMPLOYEES TO UPSELL, AND DON’T • DON’T HIDE YOUR 1-800 NUMBER. IT’S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO USE SCRIPTS. YOUR EMPLOYEES AS WELL. • VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT AN EXPENSE YOU’RE SEEKING TO MINIMIZE. • HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOW EXPERIENCES TO EVERYONE IN THE COMPANY. • FIND AND HIRE PEOPLE WHO ARE ALREADY • GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS. PASSIONATE ABOUT CUSTOMER SERVICE.
    12. 12. #1 PRIORITY? CULTUR
    13. 13. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER 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 THE CULTURE CULTURE BOOK BOOK
    16. 16. 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
    17. 17. CORE VALUES AT ZAPPOS 6. 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
    18. 18. CULTURE CUSTOMER SERVICE AND $2B* COMPANY 1999 – TODAY $1,000 Gross Sales $MM 800 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
    19. 19. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    20. 20. HAPPIER EMPLOYEES  51% TURNOVER = HAPPIER CUSTOMERS 22% PROFITABILITY = SUCCESSFUL COMPANIES & MEANINGFUL LIVES 7.5 YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013
    21. 21. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL HOW ? LESSONS LEARNED: 1.COMMITMENT 2.CORE VALUES 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
    22. 22. 1. COMMITMENT DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW LONG WILL IT BE A PRIORITY?
    23. 23. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
    24. 24. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    25. 25. 4. VISION 71% EMPLOYEES IN THE U.S. DISENGAGED FOR EMPLOYEES* WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? $300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT GALLUP 2008, 2011 FOR ENTREPRENEUR WHAT WOULD YOU S BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
    26. 26. 5. BUILD MEANINGFUL RELATIONSHI PS IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
    27. 27. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
    28. 28. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
    29. 29. TOP 5 I WISH’ES IN LIFE NOT I WISH…IT’S WOW # …NOT WORKED SO HARD 1 …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED …THE COURAGE TO EXPRESS MY FEELINGS. I WISH I HAD… …LET MYSELF BE …STAYED IN TOUCH WITH HAPPIER FRIENDS SOME FRAMEWORKS LEARNED ALONG THEBRONNIE WARE - WAY… TOP 5 REGRETS OF DYING
    30. 30. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    31. 31. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
    32. 32. FIRST… THERE WAS A BOOK
    33. 33. 550,000+ COPIES SOLD 20+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS WHOA. NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
    34. 34. I CAN BE A CMP!
    35. 35. THEN, THE BUS TOUR…
    36. 36. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
    37. 37. WE HEARD FROM AROUND THE WORLD NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS UNIFIED BY THE SAME VISION
    38. 38. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
    39. 39. HOW? The 3 C’s. 3100 Cities 110 Countries
    40. 40. HAPPIER COMPANIES HAPPINESS SURVEY ROI CALULATOR
    41. 41. HAPPIER COMMUNITIES & CITIES REVITALIZE YOUR CITY/COMMUNITY
    42. 42. TIPPING POINT OF HAPPINESS BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51%  MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300%   PROFITS 33%
    43. 43. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    44. 44. HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
    45. 45. IMAGINE… •BE TRUE TO OUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
    46. 46. THEN DO. THANK YOU!
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×