Loyalty world 2011 jenn lim 11.15.11

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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. LOYALTY WORLD 2011 11.15.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • 2.  
  • 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
  • 4. WHAT IS YOUR GOAL IN LIFE?
  • 5.
    • “ WHEN I GET _____, I ’ LL BE HAPPY ”
    • “ WHEN I ACHIEVE _____, I ’ LL BE HAPPY ”
    • LOTTERY WINNERS
    • TERMINALLY INJURED OR DISABLED
    OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’ RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. ( EVEN HOMER )
  • 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER MT. KILI GREEN FIELD EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS ZAPPOS CONSULTANT
  • 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL ?
  • 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. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL E MOTIONAL C ONNECTION
  • 12.
    • 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
  • 13. CULTURE #1 PRIORITY?
  • 14. HOW IS CULTURE #1 PRIORITY?
    • HIRING FOR CULTURE
    • 5 WEEKS OF TRAINING
    • $4000 OFFER TO QUIT
    • ZAPPOS CULTURE BOOK
  • 15. THE CULTURE BOOK THE CULTURE BOOK
  • 16. THE CULTURE BOOK WHAT 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 COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
  • 17.  
  • 18.
    • Deliver WOW Through Service
    • Embrace and Drive Change
    • Create Fun and a Little Weirdness
    • Be Adventurous , Creative , and Open - Minded
    • Pursue Growth and Learning
    • Build Open and Honest Relationships With Communication
    • Build a Positive Team and Family Spirit
    • Do More with Less
    • Be Passionate and Determined
    • Be Humble
    CORE VALUES AT ZAPPOS
  • 19. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • 20. 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
  • 21. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
    • LESSONS LEARNED:
    • COMMITMENT
    • CORE VALUES
    • TRANSPARENCY
    • VISION
    • RELATIONSHIPS
    • THE RIGHT TEAM
    HOW ?
  • 22. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.
  • 23. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
  • 24.  
  • 25. HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
  • 26.  
  • 27. HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
  • 28.  
  • 29. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
  • 30. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
  • 31. LABOR DAY 2009 FIRST… THERE WAS A BOOK
  • 32. 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 NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
  • 33. I CAN BE A CMP!
  • 34.  
  • 35.
    • THEN,
        • THE BUS TOUR…
  • 36.  
  • 37.  
  • 38.  
  • 39.  
  • 40.  
  • 41.  
  • 42.  
  • 43.  
  • 44.  
  • 45. “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN
  • 46.  
  • 47. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION
    • NO MATTER WHAT
    • BACKGROUND
    • CULTURE
    • IDEAS
    • JOB
    HAPPINESS
  • 48. OUR PURPOSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD WHY? SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE HAPPINESS IS A BASIC HUMAN NEED LET’S TURN SUPERBAD INTO SUPERGOOD
  • 49. 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. So…uh, how do you fuel a movement?
  • 50. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS Exploring partnerships around the world to scale with people and workplaces that share our values
  • 51. Merch with a Mission
  • 52. [email_address]
  • 53. AND DH
  • 54. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
  • 55. NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER WHAT MATTERS IS ALIGNMENT AND THAT YOU COMMIT TO THEM
  • 56. 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
  • 57. TOGETHER, LET’S