CAMBRIDGE RESEARCH
SCOTTSDALE, AZ
SEPTEMBER 28, 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO
THINK…
WHAT ARE
YOUR GOALS
IN 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 DISA...
REFLECTION
HOW DID
I GET
HERE
?
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK
BOTTO...
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 C...
CULTUR
#1 PRIORITY?
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
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
GOO...
CORE
VALUES AT
ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. B...
CULTURE AND CUSTOMER SERVICE
$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
...
BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010
AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELAT...
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
FOR
EMPLOYEES*
WHAT’S THE
LARGER VISION AND
GREATER PURPOSE
IN THEIR WORK
BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEUR
S WHAT...
5. BUILD
MEANINGFUL
RELATIONSHIPS
IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE INTERESTED,
YOU DON’T HAV...
6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ON
VALUES.
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNE...
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…THE COURAGE
TO EXPRE...
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…
“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
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HOW? The 3 C’s.
3100
Cities
110
Countries
HAPPIER
COMPANIES
www.HappinessatWorkSurvey.com
PAY HAPPINESS FORWARD.
100% of net profits to the
Happiness Movement
HAPPIER
COMMUNITIES
HAPPIER CITIES
REVITALIZING
DOWNTOWN VEGAS
HAPPINESS @WORK
HARVARD BUSINESS REVIEW
JAN-FEB 2012
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%
GREATER ENG...
WHAT
MATTERS IS
ALIGNMENT
AND
COMMITMENT
(RE-ENACTMENT)
HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIV...
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…
THANK YOU!
THEN DO.
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
Cambridge research scottsdale jenn lim_delivering happiness_50
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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?
  • Cambridge research scottsdale jenn lim_delivering happiness_50

    1. 1. CAMBRIDGE RESEARCH SCOTTSDALE, AZ SEPTEMBER 28, 2013 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. • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
    5. 5. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 6. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM TIM E HAPPINESS +| OH @#$%
    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 CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR EMPLOYEES. • DON’T MEASURE CALL TIMES, DON’T FORCE EMPLOYEES TO UPSELL, AND DON’T USE SCRIPTS. • DON’T HIDE YOUR 1-800 NUMBER. IT’S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO 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 PASSIONATE ABOUT CUSTOMER SERVICE. • GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.
    12. 12. CULTUR #1 PRIORITY?
    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 CULTURE BOOK THE CULTURE 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 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 6. 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 AND CUSTOMER SERVICE $2B* COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 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. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1.COMMITMENT 2.CORE VALUES 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW ?
    21. 21. 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?
    22. 22. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
    23. 23. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    24. 24. FOR EMPLOYEES* WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEUR S WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 71% EMPLOYEES IN THE U.S. DISENGAGED $300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT - GALLUP 2008, 2011 4. VISION
    25. 25. 5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOT ABOUT NETWORKING. 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. 26. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES.
    27. 27. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
    28. 28. SOME FRAMEWORKS LEARNED ALONG THE WAY… TOP 5 I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE HAPPIER …NOT WORKED SO HARD …STAYED IN TOUCH WITH FRIENDS …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… # 1
    29. 29. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    30. 30. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
    31. 31. FIRST… THERE WAS A BOOK
    32. 32. 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 NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
    33. 33. I CAN BE A CMP!
    34. 34. THEN, THE BUS TOUR…
    35. 35. “DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
    36. 36. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    37. 37. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
    38. 38. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    39. 39. HOW? The 3 C’s. 3100 Cities 110 Countries
    40. 40. HAPPIER COMPANIES www.HappinessatWorkSurvey.com
    41. 41. PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement HAPPIER COMMUNITIES
    42. 42. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
    43. 43. HAPPINESS @WORK HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% GREATER ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 33%  
    44. 44. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    45. 45. (RE-ENACTMENT)
    46. 46. 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
    47. 47. •BE TRUE TO OUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
    48. 48. THANK YOU! THEN DO.
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