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 <...
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 BOTT...
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 ...
“ 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? <ul><li>HIRING FOR CULTURE </li></ul><ul><li>5 WEEKS OF TRAINING </li></ul><ul><li>$4000 OF...
<ul><li>MAKE CUSTOMER SERVICE A  PRIORITY FOR THE WHOLE COMPANY , NOT JUST A DEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS...
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 ACQ...
SOME FRAMEWORKS  LEARNED ALONG THE WAY… SO WHAT DOES THE  SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS  LEARNED A...
 
 
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 <ul><li>NO MATTER WHAT </li></ul><ul><li>BACKGROUND </li></ul><...
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 TEA...
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/D...
TOGETHER, LET’S
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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

    1. 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 ?
    3. 4. WHAT ARE YOUR GOALS IN LIFE?
    4. 5. AS HUMANS, OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT IT EXAMPLES: DAN GILBERT’S RESEARCH <ul><li>“ WHEN I GET _____, I’LL BE HAPPY” </li></ul><ul><li>“ WHEN I ACHIEVE _____, I’LL BE HAPPY” </li></ul><ul><li>LOTTERY WINNERS </li></ul><ul><li>TERMINALLY INJURED OR DISABLED </li></ul>
    5. 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
    7. 8. CAN HAPPINESS REALLY BE USED AS A MODEL IN BUSINESS AND LIFE ?
    8. 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
    9. 10. “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    10. 11. CUSTOMER EXPERIENCE P ERSONAL E MOTIONAL C ONNECTION
    11. 12. CULTURE #1 PRIORITY?
    12. 13. MUMURATION IN STARLINGS (VIDEO)
    13. 14. HOW IS CULTURE #1 PRIORITY? <ul><li>HIRING FOR CULTURE </li></ul><ul><li>5 WEEKS OF TRAINING </li></ul><ul><li>$4000 OFFER TO QUIT </li></ul><ul><li>ZAPPOS CULTURE BOOK </li></ul>
    14. 15. <ul><li>MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY , NOT JUST A DEPARTMENT. A CUSTOMER SERVICE ATTITUDE NEEDS TO COME FROM THE TOP. </li></ul><ul><li>MAKE WOW A VERB THAT IS PART OF YOUR COMPANY’S EVERYDAY VOCABULARY. </li></ul><ul><li>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. </li></ul><ul><li>REALIZE THAT IT’S OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR EMPLOYEES. </li></ul><ul><li>DON’T MEASURE CALL TIMES, DON’ T FORCE EMPLOYEES TO UPSELL, AND DON ’ T USE SCRIPTS . </li></ul><ul><li>DON’ T HIDE YOUR 1-800 NUMBER. IT ’ S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO YOUR EMPLOYEES AS WELL. </li></ul><ul><li>VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT AN EXPENSE YOU’RE SEEKING TO MINIMIZE. </li></ul><ul><li>HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOW EXPERIENCES TO EVERYONE IN THE COMPANY. </li></ul><ul><li>FIND AND HIRE PEOPLE WHO ARE ALREADY PASSIONATE ABOUT CUSTOMER SERVICE. </li></ul><ul><li>GIVE GREAT SERVICE TO EVERYONE : CUSTOMERS, EMPLOYEES, AND VENDORS. </li></ul>10 WAYS TO INSTILL CUSTOMER SERVICE EXCERPTED FROM DELIVERING HAPPINESS
    15. 16. THE CULTURE BOOK THE CULTURE BOOK
    16. 17. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    17. 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
    18. 19. SOME FRAMEWORKS LEARNED ALONG THE WAY… SO WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
    19. 22. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
    20. 23. 18 LANGUAGES NYTIMES BESTSELLER WSJ BESTSELLER IT STARTED AS A BOOK
    21. 24. I CAN BE A CMP!
    22. 25. THEN IT BECAME A BUS TOUR BUS TOUR CROSS-COUNTRY 23-CITIES THREE-AND-A-HALF MONTHS
    23. 27. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION <ul><li>NO MATTER WHAT </li></ul><ul><li>BACKGROUND </li></ul><ul><li>CULTURE </li></ul><ul><li>IDEAS </li></ul><ul><li>JOB </li></ul>HAPPINESS
    24. 28. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    25. 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.
    26. 30. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A WORLD OF HAPPINESS AS A MODEL AT WORK , COMMUNITY AND EVERYDAY LIFE
    27. 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
    28. 32. TOGETHER, LET’S
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