0
CITRIX                AUGUST 10 2011                   JENN LIM        CEO AND CHIEF HAPPINESS OFFICER1	  
FIRST…        THERE WAS A BOOK2	  
LABOR   DAY 2009              (LENTICULAR)3	  
SXSW        20104	  
300,000+ COPIES SOLD                17+ LANGUAGES/COUNTRIES                2010 BEST OF LISTS                   AMAZON CUS...
6	  
7	  
I CA              N         BE A        CMP            !8	  
9	  
THEN, THE   BUS TOUR10	  
11	  
12	  
13	  
BEFORE   AFTER14	  
15	  
WE HEARD FROM            AROUND THE                WORLD            no matter what…             BACKGROUND                ...
A LITTLE   UC BERKELEY BACHELOR OF ARTS                    KPMG/LIQUID THINKING         ABOUT         INTERNET STRATEGIST ...
PEOPLE WILL FORGET WHAT YOU         SAID, PEOPLE WILL FORGET WHAT         YOU DID, BUT PEOPLE WILL NEVER         FORGET HO...
TOP 100 BEST   2009 #23COMPANIES TO   2010 #15WORK FOR19	           2011 #6
“A WOMAN’S DREAM                             CLOSET…”ZAPPOSKENTUCKY WAREHOUSE20	  
CUSTOMER EXPERIENCE         PEC PERSONAL EMOTIONAL CONNECTION            WHAT DO CUSTOMERS EXPECT?            WHAT DO CUST...
10 WAYS TO INSTILL   CUSTOMER SERVICE   EXCERPTED FROM DELIVERING HAPPINESS         •    MAKE CUSTOMER SERVICE A PRIORITY ...
#1 PRIORITY?23	           CULTURE
HOW IS CULTURE#1 PRIORITY?HIRING FOR CULTURE5 WEEKS OF TRAINING$4000 offerZAPPOS CULTURE BOOKTWITTER24	  
HOW DID ZAPPOS                      BUILD THEIR                    CULTURE AND                          BRAND?            ...
1. IS IT   IMPORTANT   TO YOU?   DO YOU WANT TO BUILD A LONG-   TERM, SUSTAINABLE BRAND?   ARE YOU WILLING TO COMMIT   FIN...
27	  
2. DEFINE   YOUR CORE   VALUES   IT’S HARD, SO START EARLY.   WHAT ARE YOUR COMPANY’S   CORE VALUES?   WHAT ARE YOUR PERSO...
RESEARCH SHOWS         WHAT MAKES         LONG-TERM         SUSTAINABLE BRANDS         CULTURE AND         HIGHER PURPOSE2...
CORE VALUES   AT ZAPPOS                                      1.  Deliver WOW Through Service                              ...
3. COMMIT TO   BE REAL. BE YOURSELF.         WHEN PEOPLE ARE, THERE’S LESS TO         FEAR.         (WHILE SAVING TIME, EF...
4. VISION   DOES IT HAVE MEANING AND   PASSION BEHIND IT?   DOES IT INSPIRE (VS.   MOTIVATE)?   “CHASE THE VISION, NOT THE...
VISION         FOR         EMPLOYEES              WHAT’S THE LARGER              VISION AND GREATER              PURPOSE I...
5. BUILD   RELATIONSHIPS   IT’S NOT ABOUT NETWORKING OR   MARKETING. IT’S ABOUT CONNECTEDNESS.   IF YOU’RE INTERESTED, YOU...
6. BUILD THE   RIGHT TEAM   HIRE SLOWLY. FIRE QUICKLY.   HIRE BASED ON VALUES.   “IF YOU WANT TO GO QUICKLY, GO   ALONE. I...
THE CULTURE   THE CULTURE   BOOK   BOOK36	  
THE CULTURE BOOK   WHAT IS IT?         COMPLETELY UNEDITED         EXCEPT FOR TYPOS AND SPELLING         SNAPSHOT OF CULTU...
CULTURE AND CUSTOMER SERVICE            WORD OF MOUTH (75% REPEAT CUSTOMERS)             INVEST IN C+C MORE THAN OTHER ARE...
THAT’S GREAT BUT   IT’LL NEVER WORK AT   MY COMPANY…                NOT SAYING ‘BE LIKE ZAPPOS’          NOT THE CORE VALU...
TAKING A STEP BACK…                      TAKE A MOMENT                      TO THINK, WHAT                      ARE YOUR40...
41	  
RESEARCH SHOWS   WE’RE SUPERBAD AT   PREDICTING WHAT   WILL BRING US   SUSTAINED   HAPPINESS                              ...
43	  
44	  
MIHÁLY                              CSÍKSZENTMIHÁLYI   MOST LONG-TERM, FULFILLING HAPPINESS   HIGHER PURPOSE   AND MEANING...
46	  
IF RESEARCH SHOWS   VISION   MEANING   HIGHER PURPOSE   LEADS TO HAPPINESS…                    WHAT’S YOUR AND            ...
FIRST…THERE WAS A         BOOK         THEN THERE WAS A         BUS TOUR48	  
49	  
50	  
51	  
52	  
53	  
54	  
55	  
56	  
57	  
CHARITY:WATER58	  
59	  
60	  
DELIVERING         HAPPINESS              IS A MOVEMENT              THAT HAPPENS              TO HAVE A              BOOK...
“THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE            MOMENTS WHERE YOU DECIDE YOU’RE EITHER G...
63	  
GLOBAL MOVEMENT TO           SPREAD AND INSPIRE             HAPPINESS IN THE                      WORLD                   ...
EXAMPLES OF THE DH MOVEMENT    HAPPIER WORKPLACES AND COMMUNITIES    DH CULTURE CONSULTING    CULTURE BOOK CREATION    PhD...
ICEE         INSPIRE         CONNECT         EDUCATE         EXPERIENCE66	  
67	  
THANK YOU                      JOIN THE MOVEMENT!                          DELIVERINGHAPPINESS.COM                FACEBOOK...
Upcoming SlideShare
Loading in...5
×

Delivering happiness jenn lim - gotomeeting citrix 8.10.11

919

Published on

Jenn Lim's webinar presentation with citrix systems (gotomeeting)

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

No Downloads
Views
Total Views
919
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
21
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Transcript of "Delivering happiness jenn lim - gotomeeting citrix 8.10.11"

  1. 1. CITRIX AUGUST 10 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER1  
  2. 2. FIRST… THERE WAS A BOOK2  
  3. 3. LABOR DAY 2009 (LENTICULAR)3  
  4. 4. SXSW 20104  
  5. 5. 300,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB #1 BESTSELLER LISTS NYTIMES WHOA. WSJ AMAZON BARNES & NOBLE BORDERS5  
  6. 6. 6  
  7. 7. 7  
  8. 8. I CA N BE A CMP !8  
  9. 9. 9  
  10. 10. THEN, THE BUS TOUR10  
  11. 11. 11  
  12. 12. 12  
  13. 13. 13  
  14. 14. BEFORE AFTER14  
  15. 15. 15  
  16. 16. WE HEARD FROM AROUND THE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS16  
  17. 17. A LITTLE UC BERKELEY BACHELOR OF ARTS KPMG/LIQUID THINKING ABOUT INTERNET STRATEGIST FREELANCE CONSULTANT ME… INTERNET STRATEGY WRITING GRAPHIC DESIGN ZAPPOS – SPECIAL PROJECTS CONSULTANT CONSULTANT – 9 YEARS SF TO VEGAS RELOCATION BRANDING AND CULTURE BOOK CREATOR (NOW ON ITS 7TH EDITION) DELIVERING HAPPINESS CEO AND CHIEF HAPPINESS OFFICER LED LAUNCH AND MANAGEMENT OF THE BOOK, TOUR AND NOW THE COMPANY/ MOVEMENT.17  
  18. 18. PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” MAYA ANGELOU18  
  19. 19. TOP 100 BEST 2009 #23COMPANIES TO 2010 #15WORK FOR19   2011 #6
  20. 20. “A WOMAN’S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE20  
  21. 21. CUSTOMER EXPERIENCE PEC PERSONAL EMOTIONAL CONNECTION 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?21  
  22. 22. 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.22  
  23. 23. #1 PRIORITY?23   CULTURE
  24. 24. HOW IS CULTURE#1 PRIORITY?HIRING FOR CULTURE5 WEEKS OF TRAINING$4000 offerZAPPOS CULTURE BOOKTWITTER24  
  25. 25. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED? BRAND IS A LAGGING INDICATOR OF CULTURE25  
  26. 26. 1. IS IT IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG- TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE?26  
  27. 27. 27  
  28. 28. 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?28  
  29. 29. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE29  
  30. 30. 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 Humble30  
  31. 31. 3. COMMIT TO BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERE’S LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS31  
  32. 32. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “CHASE THE VISION, NOT THE PAPER.” -32  
  33. 33. VISION 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?33  
  34. 34. 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.” -34  
  35. 35. 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)35  
  36. 36. THE CULTURE THE CULTURE BOOK BOOK36  
  37. 37. 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 THERE37  
  38. 38. CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS $1,000 800 Gross Sales $MM 600 400 200 00 01 02 03 04 05 06 07 08 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING38  
  39. 39. THAT’S GREAT BUT IT’LL NEVER WORK AT MY COMPANY… NOT SAYING ‘BE LIKE ZAPPOS’ NOT THE CORE VALUES THAT MATTER WHAT MATTERS IS ALIGNMENT AND THAT YOU COMMIT TO THEM39  
  40. 40. TAKING A STEP BACK… TAKE A MOMENT TO THINK, WHAT ARE YOUR40   GOALS IN LIFE?
  41. 41. 41  
  42. 42. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”42  
  43. 43. 43  
  44. 44. 44  
  45. 45. MIHÁLY CSÍKSZENTMIHÁLYI MOST LONG-TERM, FULFILLING HAPPINESS HIGHER PURPOSE AND MEANING PRONOUNCED ME-HIGH CHICK-SENT-ME-HIGH BEING PART OF SOMETHING BIGGER THAN SELF45  
  46. 46. 46  
  47. 47. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… WHAT’S YOUR AND YOUR COMPANY’S47   HIGHER PURPOSE?
  48. 48. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR48  
  49. 49. 49  
  50. 50. 50  
  51. 51. 51  
  52. 52. 52  
  53. 53. 53  
  54. 54. 54  
  55. 55. 55  
  56. 56. 56  
  57. 57. 57  
  58. 58. CHARITY:WATER58  
  59. 59. 59  
  60. 60. 60  
  61. 61. DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK - SETH GODIN61  
  62. 62. “THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE MOMENTS WHERE YOU DECIDE YOU’RE EITHER GOING TO LIVE SOMETHING YOU HAVE NO UNDERSTANDING OF, OR WHETHER YOU’RE GOING TO STAY IN YOUR BOX AND WHAT YOU’RE COMFORTABLE WITH. I FELT LIKE LIVING.” -ASHTON KUTCHERSXSW201162  
  63. 63. 63  
  64. 64. GLOBAL MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD COMPANY WITH A CAUSE SCIENTIFIC SENSE BUSINESS SENSE COMMON SENSE HAPPINESS AS A MODEL IN BUSINESS LIFE64  
  65. 65. EXAMPLES OF THE DH MOVEMENT HAPPIER WORKPLACES AND COMMUNITIES DH CULTURE CONSULTING CULTURE BOOK CREATION PhD PROGRAM PURSUIT OF HAPPINESS DAY COMMUNITY INTERACTION VHPs TOWN HALLS CONTENT INSPIRATIONAL VIDEOS, BLOG STORIES STORE INSPIRATIONAL GOODS AND GEAR FOR A COPY OF CULTURE BOOK65   AND/OR THIS PRESENTATION JENN@DELIVERINGHAPPINESS.COM
  66. 66. ICEE INSPIRE CONNECT EDUCATE EXPERIENCE66  
  67. 67. 67  
  68. 68. THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO FOR A CULTURE BOOK OR COPY OF THE PRESENTATION68   JENN@DELIVERINGHAPPINESS.COM
  1. A particular slide catching your eye?

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

×