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?

Transcript

  • 1. GOOD MORNING STOCKHOLM 11.17.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • 2.  
  • 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
  • 4. WHAT ARE YOUR GOALS IN LIFE?
  • 5. 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
  • 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
  • 8. CAN HAPPINESS REALLY BE USED AS A MODEL IN BUSINESS AND LIFE ?
  • 9. “ PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” — MAYA ANGELOU
  • 10. “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • 11. CUSTOMER EXPERIENCE P ERSONAL E MOTIONAL C ONNECTION
  • 12. CULTURE #1 PRIORITY?
  • 13. MUMURATION IN STARLINGS (VIDEO)
  • 14. HOW IS CULTURE #1 PRIORITY?
    • HIRING FOR CULTURE
    • 5 WEEKS OF TRAINING
    • $4000 OFFER TO QUIT
    • ZAPPOS CULTURE BOOK
  • 15.
    • 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
  • 16. THE CULTURE BOOK THE CULTURE BOOK
  • 17. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • 18. 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
  • 19. SOME FRAMEWORKS LEARNED ALONG THE WAY… SO WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
  • 20.  
  • 21.  
  • 22. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
  • 23. 18 LANGUAGES NYTIMES BESTSELLER WSJ BESTSELLER IT STARTED AS A BOOK
  • 24. I CAN BE A CMP!
  • 25. THEN IT BECAME A BUS TOUR BUS TOUR CROSS-COUNTRY 23-CITIES THREE-AND-A-HALF MONTHS
  • 26.  
  • 27. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION
    • NO MATTER WHAT
    • BACKGROUND
    • CULTURE
    • IDEAS
    • JOB
    HAPPINESS
  • 28. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
  • 29. 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.
  • 30. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A WORLD OF HAPPINESS AS A MODEL AT WORK , COMMUNITY AND EVERYDAY LIFE
  • 31. 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
  • 32. TOGETHER, LET’S