Eo amsterdam university – delivering happiness – jenn lim 09.16.01

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  • 1. ENTREPRENEURS ORGANIZATION - AMSTERDAM SEPT 16 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER
  • 2. RESEARCH SHOWSWE‟RE SUPERBAD ATPREDICTING WHAT WILLBRING US SUSTAINEDHAPPINESS
  • 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
  • 4. WHAT IS YOUR GOAL IN LIFE?
  • 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. A LITTLE BIT ABOUT ME… NOT REALLY THE POSTER CHILD OF HAPPINESS ✖ ✔ ✖ ✔
  • 7. REFLECTIONWHY AM I SO PASSIONATEABOUT HAPPINESS? HOW DID I GET HERE
  • 8. GO INTERNET LAYOFFBEARS! LOSER MT. KILI CONSULTANT ZAPPOS GREEN FIELD CONSULTANT EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS
  • 9. CAN COMPANIES REALLY BESUCCESFUL WITH HAPPINESS AS ABUSINESS MODEL?
  • 10. “PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEMFEEL.” — MAYA ANGELOU
  • 11. A SERVICE COMPANY THAT HAPPENS TO SELL…TOP 100 BESTCOMPANIES TO SHOES CLOTHESWORK FOR ACCESSORIES DOES IT EVEN MATTER?
  • 12. “A WOMAN‟S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
  • 13. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTUREPERSONALEMOTIONALCONNECTION
  • 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. #1 PRIORITY? CULTURE
  • 16. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  • 17. THE CULTURETHE CULTUREBOOKBOOK
  • 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. 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. 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. RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS CULTURE AND HIGHER PURPOSE
  • 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. 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. WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US? SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
  • 25. HAPPINESS FRAMEWORK 2MASLOW‟S HIERARCHY
  • 26. MIHÁLYCSÍKSZENTMIHÁLYI
  • 27. MOST LONG-TERM,FULFILLING HAPPINESSHIGHER PURPOSE AND MEANINGBEING PART OFSOMETHING BIGGER THAN SELF
  • 28. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  • 29. HOW DO WE TURNSUPERBADINTOSUPERGOOD?
  • 30. LABOR DAY2009 FIRST… THERE WAS A BOOK
  • 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. I CAN BE A CMP!
  • 33. THEN, THE BUS TOUR…
  • 34. “DELIVERINGHAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
  • 35. WE HEARD FROM AROUND THE WORLDNO MATTER WHAT UNIFIED• BACKGROUND BY THE• CULTURE SAME• IDEAS VISION• JOB HAPPINESS
  • 36. RAHs RANDOM ACTS OFHAPPINESS
  • 37. COMMUNITY INTERACTIONVHPs & TOWN HALLS
  • 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. WHAT IS DH?GLOBAL MOVEMENT TO SPREADAND INSPIRE HAPPINESSIN THE WORLDCOMPANY WITH A CAUSESCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSEHAPPINESSAS A MODEL INBUSINESS & LIFE
  • 40. ICEEINSPIRECONNECTEDUCATEEXPERIENCE
  • 41. THAT‟S GREAT BUT IT‟LLNEVER WORK FOR ME…
  • 42. NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS WHAT MATTERS ISNOT THE ACTUAL CORE VALUES THAT ALIGNMENT AND THATMATTER YOU COMMIT TO THEM
  • 43. DH CHALLENGEDARE TO BE• TRUE TO YOURSELF• PASSIONATE & PURPOSEFUL• ORDINARY IN AN IMPERFECT WORLD• HAPPY
  • 44. TOGETHER,LET‟S
  • 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