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Good morning stockholm 11.17.11 jenn lim 2
 

Good morning stockholm 11.17.11 jenn lim 2

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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?

Good morning stockholm 11.17.11 jenn lim 2 Good morning stockholm 11.17.11 jenn lim 2 Presentation Transcript

  • GOOD MORNING STOCKHOLM 11.17.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  •  
  • TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
  • WHAT ARE YOUR GOALS IN LIFE?
  • AS HUMANS, OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD 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
  • REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
  • CAN HAPPINESS REALLY BE USED AS A MODEL IN BUSINESS AND LIFE ?
  • “ PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” — MAYA ANGELOU
  • “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • CUSTOMER EXPERIENCE P ERSONAL E MOTIONAL C ONNECTION
  • CULTURE #1 PRIORITY?
  • MUMURATION IN STARLINGS (VIDEO)
  • HOW IS CULTURE #1 PRIORITY?
    • HIRING FOR CULTURE
    • 5 WEEKS OF TRAINING
    • $4000 OFFER TO QUIT
    • ZAPPOS CULTURE BOOK
    • 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.
    10 WAYS TO INSTILL CUSTOMER SERVICE EXCERPTED FROM DELIVERING HAPPINESS
  • THE CULTURE BOOK THE CULTURE BOOK
  • RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
  • SOME FRAMEWORKS LEARNED ALONG THE WAY… SO WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
  •  
  •  
  • IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
  • 18 LANGUAGES NYTIMES BESTSELLER WSJ BESTSELLER IT STARTED AS A BOOK
  • I CAN BE A CMP!
  • THEN IT BECAME A BUS TOUR BUS TOUR CROSS-COUNTRY 23-CITIES THREE-AND-A-HALF MONTHS
  •  
  • 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
  • INSPIRATION LIVE PASSIONATELY. INSPIRE AND BE INSPIRED. COMMUNITY CONNECT PEOPLE WHO WANT A PURPOSEFUL LIFE. EDUCATION TEACH AND EMPOWER EACH OTHER. EXPERIENCES CREATE MEANINGFUL MOMENTS TOGETHER.
  • DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A WORLD OF HAPPINESS AS A MODEL AT WORK , COMMUNITY AND EVERYDAY LIFE
  • JOIN THE MOVEMENT! FOR A CULTURE BOOK OR COPY OF THE PRESENTATION [email_address] DELIVERINGHAPPINESS.COM FACEBOOK .COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO To apply for VHP status: BIT.LY/VHPinvite
  • TOGETHER, LET’S