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ENTREPRENEURS ORGANIZATION - AMSTERDAM             SEPT 16 2011                JENN LIM    CEO AND CHIEF HAPPINESS OFFICER
RESEARCH SHOWSWE‟RE SUPERBAD ATPREDICTING WHAT WILLBRING US SUSTAINEDHAPPINESS
TAKE A MOMENT TO THINK…           WHAT ARE         YOUR GOALS              IN LIFE
WHAT IS YOUR GOAL IN LIFE?
AS HUMANS, OUR BRAINSARE HARDWIRED TO SEEKHAPPINESS. YET WE‟RESUPERBAD AT IT               EXAMPLES:               DAN GIL...
A LITTLE BIT ABOUT ME…                         NOT REALLY                         THE POSTER                           CHI...
REFLECTIONWHY AM I SO PASSIONATEABOUT HAPPINESS?                            HOW DID                         I GET HERE
GO       INTERNET                LAYOFFBEARS!                             LOSER             MT. KILI          CONSULTANT  ...
CAN COMPANIES   REALLY BESUCCESFUL WITH HAPPINESS AS ABUSINESS MODEL?
“PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.”     ...
A SERVICE COMPANY THAT HAPPENS TO SELL…TOP 100 BESTCOMPANIES TO                          SHOES                            ...
“A WOMAN‟S DREAM                            CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
EXPECTATIONS         EXPERIENCE         EMOTIONS         STORIES         CULTUREPERSONALEMOTIONALCONNECTION
10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS   •   MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE...
#1 PRIORITY?               CULTURE
HOW IS CULTURE#1 PRIORITY?•   HIRING FOR CULTURE•   5 WEEKS OF TRAINING•   $4000 OFFER TO QUIT•   ZAPPOS CULTURE BOOK
THE CULTURETHE CULTUREBOOKBOOK
THE CULTURE BOOKWHAT IS IT?    COMPLETELY UNEDITED    EXCEPT FOR TYPOS AND SPELLING    SNAPSHOT OF CULTURE EVERY    YEAR –...
CORE VALUESAT ZAPPOS                            1. Deliver WOW Through Service                               2. Embrace an...
CULTURE AND CUSTOMER SERVICE           WORD OF MOUTH (75% REPEAT CUSTOMERS)            INVEST IN C+C MORE THAN OTHER AREAS...
RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS           CULTURE AND        HIGHER PURPOSE
AN EXPERIMENT INHAPPINESS AS ABUSINESS MODEL           HOW     ?   LESSONS LEARNED:                            1. COMMITME...
THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY…          MIGHT BE TRUE IF YOU THINK        THAT WAY, PROBABLY NOT TRU...
WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US?               SOME FRAMEWORKS                     SOME FRAMEWORKS       ...
HAPPINESS FRAMEWORK 2MASLOW‟S HIERARCHY
MIHÁLYCSÍKSZENTMIHÁLYI
MOST LONG-TERM,FULFILLING HAPPINESSHIGHER PURPOSE AND MEANINGBEING PART OFSOMETHING BIGGER THAN SELF
IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…        HOW DOES THAT APPLY           TO YOU AND YOUR      ...
HOW DO WE TURNSUPERBADINTOSUPERGOOD?
LABOR DAY2009            FIRST…            THERE WAS A BOOK
320,000+ COPIES SOLD        17+ LANGUAGES/COUNTRIES        2010 BEST OF LISTS           AMAZON CUSTOMER FAVORITE          ...
I CAN BE  A CMP!
THEN,   THE BUS TOUR…
“DELIVERINGHAPPINESS      IS A MOVEMENT      THAT HAPPENS      TO HAVE A BOOK”              - SETH      GODIN
WE HEARD FROM AROUND THE WORLDNO MATTER WHAT               UNIFIED• BACKGROUND                 BY THE• CULTURE            ...
RAHs RANDOM ACTS OFHAPPINESS
COMMUNITY INTERACTIONVHPs & TOWN HALLS
OTHER EXAMPLES OF THEDH MOVEMENTHAPPIER WORKPLACES AND COMMUNITIESDH@WORKCULTURE BOOK CREATIONSTOREINSPIRATIONAL GOODS AND...
WHAT IS DH?GLOBAL MOVEMENT TO SPREADAND INSPIRE HAPPINESSIN THE WORLDCOMPANY WITH A CAUSESCIENTIFIC SENSEBUSINESS SENSEHUM...
ICEEINSPIRECONNECTEDUCATEEXPERIENCE
THAT‟S GREAT BUT IT‟LLNEVER WORK FOR ME…
NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS                                  WHAT MATTERS ISNOT THE ACTUAL CORE VALUE...
DH CHALLENGEDARE TO BE• TRUE TO YOURSELF• PASSIONATE & PURPOSEFUL• ORDINARY IN AN IMPERFECT  WORLD• HAPPY
TOGETHER,LET‟S
THANK YOU             JOIN THE MOVEMENT!                DELIVERINGHAPPINESS.COM       FACEBOOK.COM/DELIVERINGHAPPINESSTWIT...
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
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Transcript of "Eo amsterdam university – delivering happiness – jenn lim 09.16.01"

  1. 1. ENTREPRENEURS ORGANIZATION - AMSTERDAM SEPT 16 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER
  2. 2. RESEARCH SHOWSWE‟RE SUPERBAD ATPREDICTING WHAT WILLBRING US SUSTAINEDHAPPINESS
  3. 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
  4. 4. WHAT IS YOUR GOAL IN LIFE?
  5. 5. AS HUMANS, OUR BRAINSARE HARDWIRED TO SEEKHAPPINESS. YET WE‟RESUPERBAD AT IT EXAMPLES: DAN GILBERT’S RESEARCH • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED
  6. 6. A LITTLE BIT ABOUT ME… NOT REALLY THE POSTER CHILD OF HAPPINESS ✖ ✔ ✖ ✔
  7. 7. REFLECTIONWHY AM I SO PASSIONATEABOUT HAPPINESS? HOW DID I GET HERE
  8. 8. GO INTERNET LAYOFFBEARS! LOSER MT. KILI CONSULTANT ZAPPOS GREEN FIELD CONSULTANT EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS
  9. 9. CAN COMPANIES REALLY BESUCCESFUL WITH HAPPINESS AS ABUSINESS MODEL?
  10. 10. “PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.” — MAYA ANGELOU
  11. 11. A SERVICE COMPANY THAT HAPPENS TO SELL…TOP 100 BESTCOMPANIES TO SHOES CLOTHESWORK FOR ACCESSORIES DOES IT EVEN MATTER?
  12. 12. “A WOMAN‟S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
  13. 13. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTUREPERSONALEMOTIONALCONNECTION
  14. 14. 10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED 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.
  15. 15. #1 PRIORITY? CULTURE
  16. 16. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  17. 17. THE CULTURETHE CULTUREBOOKBOOK
  18. 18. THE CULTURE BOOKWHAT 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 FREE COPY – SEND ME YOUR MAILING ADDRESS JENN@DELIVERINGHAPPINESS.COM
  19. 19. CORE VALUESAT 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
  20. 20. 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 CLOSING
  21. 21. RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS CULTURE AND HIGHER PURPOSE
  22. 22. AN EXPERIMENT INHAPPINESS AS ABUSINESS MODEL HOW ? LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM
  23. 23. THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.
  24. 24. WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US? SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
  25. 25. HAPPINESS FRAMEWORK 2MASLOW‟S HIERARCHY
  26. 26. MIHÁLYCSÍKSZENTMIHÁLYI
  27. 27. MOST LONG-TERM,FULFILLING HAPPINESSHIGHER PURPOSE AND MEANINGBEING PART OFSOMETHING BIGGER THAN SELF
  28. 28. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  29. 29. HOW DO WE TURNSUPERBADINTOSUPERGOOD?
  30. 30. LABOR DAY2009 FIRST… THERE WAS A BOOK
  31. 31. 320,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB #1 BESTSELLER LISTS NYTIMESWHOA. WSJ AMAZON BARNES & NOBLE BORDERS
  32. 32. I CAN BE A CMP!
  33. 33. THEN, THE BUS TOUR…
  34. 34. “DELIVERINGHAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
  35. 35. WE HEARD FROM AROUND THE WORLDNO MATTER WHAT UNIFIED• BACKGROUND BY THE• CULTURE SAME• IDEAS VISION• JOB HAPPINESS
  36. 36. RAHs RANDOM ACTS OFHAPPINESS
  37. 37. COMMUNITY INTERACTIONVHPs & TOWN HALLS
  38. 38. OTHER EXAMPLES OF THEDH MOVEMENTHAPPIER WORKPLACES AND COMMUNITIESDH@WORKCULTURE BOOK CREATIONSTOREINSPIRATIONAL GOODS AND GEARCONTENTINSPIRATIONAL VIDEOS, BLOG & STORIESPhD PROGRAMPURSUIT OF HAPPINESS DAYCOMMUNITY INTERACTIONVHPs & TOWN HALLS
  39. 39. WHAT IS DH?GLOBAL MOVEMENT TO SPREADAND INSPIRE HAPPINESSIN THE WORLDCOMPANY WITH A CAUSESCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSEHAPPINESSAS A MODEL INBUSINESS & LIFE
  40. 40. ICEEINSPIRECONNECTEDUCATEEXPERIENCE
  41. 41. THAT‟S GREAT BUT IT‟LLNEVER WORK FOR ME…
  42. 42. NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS WHAT MATTERS ISNOT THE ACTUAL CORE VALUES THAT ALIGNMENT AND THATMATTER YOU COMMIT TO THEM
  43. 43. DH CHALLENGEDARE TO BE• TRUE TO YOURSELF• PASSIONATE & PURPOSEFUL• ORDINARY IN AN IMPERFECT WORLD• HAPPY
  44. 44. TOGETHER,LET‟S
  45. 45. THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO FOR A CULTURE BOOK OR COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM
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