Delivering happiness   jenn lim - freeman 8.24.11
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  • 1. FREEMAN AUGUST 24 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER1  
  • 2. FIRST… THERE WAS A BOOK2  
  • 3. LABOR DAY 2009 (LENTICULAR)3  
  • 4. SXSW 20104  
  • 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  
  • 7. 7  
  • 8. I CA N BE A CMP !8  
  • 9. 9  
  • 10. THEN, THE BUS TOUR10  
  • 11. 11  
  • 12. 12  
  • 13. 13  
  • 14. BEFORE AFTER14  
  • 15. 15  
  • 16. WE HEARD FROM AROUND THE WORLD no matter what… BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS16  
  • 17. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?17  
  • 18. 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.18  
  • 19. PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” MAYA ANGELOU19  
  • 20. TOP 100 BEST 2009 #23COMPANIES TO 2010 #15WORK FOR20   2011 #6
  • 21. “A WOMAN’S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE21  
  • 22. 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?22  
  • 23. 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.23  
  • 24. #1 PRIORITY?24   CULTURE
  • 25. HOW IS CULTURE#1 PRIORITY?HIRING FOR CULTURE5 WEEKS OF TRAINING$4000 offerZAPPOS CULTURE BOOKTWITTER25  
  • 26. HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED? BRAND IS A LAGGING INDICATOR OF CULTURE26  
  • 27. 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?27  
  • 28. 28  
  • 29. 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?29  
  • 30. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE30  
  • 31. 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 Humble31  
  • 32. 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 INSIGHTS32  
  • 33. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “CHASE THE VISION, NOT THE PAPER.” -33  
  • 34. 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?34  
  • 35. 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.” -35  
  • 36. 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)36  
  • 37. THE CULTURE THE CULTURE BOOK BOOK37  
  • 38. 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 THERE38  
  • 39. 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 CLOSING39  
  • 40. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.40  
  • 41. TAKING A STEP BACK… TAKE A MOMENT TO THINK, WHAT ARE YOUR41   GOALS IN LIFE?
  • 42. 42  
  • 43. RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS EVEN THOUGH WE’RE HARDWIRED FOR IT EXAMPLES: LOTTERY WINNERS “WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”43  
  • 44. 44  
  • 45. 45  
  • 46. MIHÁLY CSÍKSZENTMIHÁLYI MOST LONG-TERM, FULFILLING HAPPINESS HIGHER PURPOSE AND MEANING PRONOUNCED ME-HIGH CHICK-SENT-ME-HIGH BEING PART OF SOMETHING BIGGER THAN SELF46  
  • 47. 47  
  • 48. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW WILL THAT APPLY TO ME AND48   MY COMPANY?
  • 49. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR49  
  • 50. 50  
  • 51. 51  
  • 52. 52  
  • 53. 53  
  • 54. 54  
  • 55. 55  
  • 56. 56  
  • 57. 57  
  • 58. 58  
  • 59. CHARITY:WATER59  
  • 60. 60  
  • 61. 61  
  • 62. DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK - SETH GODIN62  
  • 63. “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 KUTCHERSXSW201163  
  • 64. 64  
  • 65. 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 & LIFE65  
  • 66. ICEE INSPIRE CONNECT EDUCATE EXPERIENCE66  
  • 67. EXAMPLES OF THE DH MOVEMENT HAPPIER WORKPLACES AND COMMUNITIES DH@WORK 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 BOOK67   AND/OR THIS PRESENTATION JENN@DELIVERINGHAPPINESS.COM
  • 68. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…68  
  • 69. NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS WHAT MATTERS IS NOT THE ACTUAL CORE VALUES ALIGNMENT AND THAT THAT MATTER YOU COMMIT TO THEM69  
  • 70. 70  
  • 71. WHAT’S YOUR COMPANY’S VALUES AND HIGHER PURPOSE? WHAT’S YOUR VALUES AND71   HIGHER PURPOSE?
  • 72. THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO FOR A CULTURE BOOK OR COPY OF THE PRESENTATION72   JENN@DELIVERINGHAPPINESS.COM