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?

Loyalty world 2011 jenn lim 11.15.11 Loyalty world 2011 jenn lim 11.15.11 Presentation Transcript

  • LOYALTY WORLD 2011 11.15.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
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  • TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
  • WHAT IS YOUR GOAL IN LIFE?
    • “ 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 )
  • REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • GO BEARS! INTERNET CONSULTANT LAYOFF LOSER MT. KILI GREEN FIELD EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS ZAPPOS CONSULTANT
  • CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL ?
  • “ 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
  • EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL E MOTIONAL C ONNECTION
    • 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
  • CULTURE #1 PRIORITY?
  • HOW IS CULTURE #1 PRIORITY?
    • HIRING FOR CULTURE
    • 5 WEEKS OF TRAINING
    • $4000 OFFER TO QUIT
    • ZAPPOS CULTURE BOOK
  • THE CULTURE BOOK THE CULTURE BOOK
  • 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
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    • 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
  • 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
  • AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
    • LESSONS LEARNED:
    • COMMITMENT
    • CORE VALUES
    • TRANSPARENCY
    • VISION
    • RELATIONSHIPS
    • THE RIGHT TEAM
    HOW ?
  • 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.
  • SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
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  • HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
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  • HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
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  • IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
  • HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
  • LABOR DAY 2009 FIRST… THERE WAS A BOOK
  • 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.
  • I CAN BE A CMP!
  •  
    • THEN,
        • THE BUS TOUR…
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  • “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN
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  • WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION
    • NO MATTER WHAT
    • BACKGROUND
    • CULTURE
    • IDEAS
    • JOB
    HAPPINESS
  • 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
  • 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?
  • DH + DH@WORK COMMUNITY + GLOBAL PARTNERS Exploring partnerships around the world to scale with people and workplaces that share our values
  • Merch with a Mission
  • [email_address]
  • AND DH
  • THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
  • 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
  • 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