Your SlideShare is downloading. ×
Prime alliance 03 07 12 jenn lim delivering happiness
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Prime alliance 03 07 12 jenn lim delivering happiness

200
views

Published on


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
200
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • 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. P R IM E A L L IA N C E 0 3 . 0 7 . 12 – T A M P A , F L J E N N L IMC E O & C H IE F H A P P IN E S S O F F IC E R
    • 2. TA K E A M O M E N T TOT H IN K … WH A T A R E YO U R G O A L S IN? L IF E
    • 3. W H A T IS YO U R G O A L INL IF E ?
    • 4. O U R B R A IN SAREH A R D W IR E DTO S E E KH A P P IN E S S .YE T W E ’ R ES UPERB AD ATP R E D IC T IN GWH A T C A NS U S T A IN IT . • “WH E N I GE T ___ I ’L L B E H A P P Y ” __, • “WH E N I A C H I E V E ___ I ’L L B E H A P P Y ” __, • L OT T E R Y WI N N E R S • T E R M I N A L L Y I N JU R E D OR D I SA B L E D
    • 5. R E F L E C T IO NW HY A M I S OP A S S I ONA T E A B OUTHA P P I NE S S ? ? HOW D ID I GET
    • 6. GO IN T E R N E T L A YO F FB EARS ! C O N S U L TA LOS ER M T. NT LOS S K IL I ROC K ZAPPOS G R E E N F IE L D B O TTO C O N S U L TA N T E x p lo r e d a n d M REAL P r io r it iz e d LOS S
    • 7. C AN C O M P A N IE S REALLY B E S UC C ES FUL W IT HHA P P I NE S S A S A B US I NE S S M ODE L ?
    • 8. “ P E O P L E W IL L F O R G E TW H A T YO U S A ID , P E O P L EW IL L F O R G E T W H A T YO U D ID ,B U T P E O P L E W IL L N E V E RF E E L .”F O R G E T H O W YO U M A D ET H E M — M A YA A N G E L O U
    • 9. “ A WO M A N ’ S DREAM C L O S E T …”ZAPPOSK E NT UC K Y W A R E HOUS E
    • 10. E X P E C T A T IO N S E X P E R IE N C E E M O T IO N S S T O R IE S C U L TU R EPERS ONALE M O T IO N A LC O N N E C T IO N
    • 11. 10 W A Y S T O I N S T I L LC U S T O M E R S E R V IC EE X C E R P T E D F R O M DE L I V E R I NGHA P P I NE S S • M AK E C U S T O M E R S E R VI C E A P R I O R I T Y F O R T H E W H O L E C O M P AN Y , N O T JU S T A D E P AR T M E N T . A C U S T O M E R S E R VI C E AT T I T U D E N E E D S T O C O M E F R O M T H E T O P . • M AK E W O W A VE R B T H AT I S P AR T O F YO U R C O M P AN Y’S E VE R YD AY VO C AB U L AR Y. • E M P O W E R AN D T R U S T YO U R C U S T O M E R S E R VI C E R E P S . T R U S T T H AT T H E Y W AN T TO P R O VI D E G R E AT S E R VI C E … B E C AU S E T H E Y AC T U AL L Y D O . E S C AL AT I O N S T O A S U P E R VI S O R S H O U L D B E R AR E . • R E AL I Z E T H AT I T ’S O K T O FIR E CU S TOME R S W H O AR E I N S AT I AB L E O R AB U S E YO U R E M P L O YE E S . • D O N ’T M E AS U R E C AL L T I M E S , D O N ’T F O R C E E M P L O YE E S T O U P S E L L , AN D D O N ’T U S E S CR IPT S . • D O N ’T H I D E YO U R 1 -800 N U M B E R . I T ’S A M E S S AG E N O T JU S T T O YO U R C U S T O M E R S , B U T T O YO U R E M P L O YE E S AS W E L L . • VI E W E AC H C AL L AS AN I N VE S T M E N T I N B U I L D I N G A C U S T O M E R S E R VI C E B R AN D , N O T AN E X P E N S E YO U ’R E S E E K I N G T O M I N I M I Z E . • H AVE T H E E N T I R E C O M P AN Y C E L E B R AT E G R E AT S E R VI C E . T E L L S T O R I E S O F W O W E X P E R I E N C E S T O E VE R YO N E I N T H E C O M P AN Y. • F I N D AN D H I R E P E O P L E W H O AR EAL R E AD Y P AS S I O N AT E AB O U T C U S T O M E R S E R VI C E . • G I VE G R E AT S E R VI C E T O E VE R YO N E : C U S T O M E R S , E M P L O YE E S , AN D VE N D O R S .
    • 12. #1 P R I O R I T Y ? C U L TU
    • 13. R E S E A R C H S H O WSWH A T M A K E SL ONG- T E R MS US T A I NA B L E B R A NDS C U L TU R E A N D H IG H E R PURPOS E
    • 14. H O W ISC U L TU R E#1H IW EN G I OR RU IAI NYE?•• 5 PI RK S O F C RL TU IRN G R E F O T T• $ 4000 O F F E R T O Q U I T• Z AP P O S C U L T U R E B O O K
    • 15. TH ETH EC U L TU R EC U L TU R EBOOKBOOK
    • 16. TH E C U L TU R EBOOKW H A T IS IT ? C O M P L E T E L Y U N E D IT E D E X C E P T F O R T YP O S A N D S P E L L IN G S N A P S H O T O F C U L TU R E E V E R Y YE A R – W H A T ’ S G O O D , WH A T D O WE N E E D T O IM P R O V E S TA R TE D A S C U L TU R E B O O K , N O W TH E B R A N D B O O K TO O J A P A N A N D B R A Z IL L O V E Z A P P O S E V E N T H O U G H Z A P P O S D O E S N ’ T S H IP T H E R E
    • 17. C OREVA L U E S A TZAPPOS 1. D e li ve r W O W T h ro u gh S e rvi ce 2. E m b race an d D ri ve C h an ge 3. C re ate F u n an d a L i ttle W e i rd n e ss 4. B e Ad ve n tu ro u s, C re ati ve , an d O p e n -M i n d e d 5. P u rsu e G ro w th an d L e arn i n g 6. B u i ld O p e n an d H o n e st R e lati o n sh i p s W i th C o m m u n i cati o n 7. B u i ld a P o si ti ve T e am an d F am i ly S p i ri t 8. D o M o re w i th L e ss 9. B e P assi o n ate an d D e te rm i n e d 10. B e H u m b le
    • 18. C U L T U R E AN D C U S T O M E R S E R V IC E W O R D O F M O U T H (75% R E P E AT C U S T O M E R S ) I N V E S T I N C +C M O R E T H A N O T H E R A R E A S $ 1 ,000 800 G ro s s S ale s $ M M 600 400 2 00 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 N O V ‘09 AM AZ O N AC Q U I R E S Z AP P O S$ 1. 2 B I L L I O N S H AR E VAL U E AT T H E T I M E O F C L O S I N G
    • 19. A N E X P E R IM E N T INH A P P IN E S S A S AB U S IN E S S M O D E L LES S ONS LEARNED: 2. C O M M I T M E N T ? 3. C O R E V A L U E S HOW 4. T R A N S P A R E N C Y 5. V I S I O N 6. R E L A T I O N S H I P S 7. T H E R I G H T T E A M A N D C A N TH E Y B E A P P L IE D T O YO U ?
    • 20. 1.C O M M IT M E NT H O W IM P O R T A N TT O YO U ?D O YO U W A N T T O B U IL D A L O N G -T E R M , S U S T A IN A B L E B R A N D ?A R E YO U W IL L IN G T O C O M M ITF IN A N C E S , R E S O U R C E S , A N DT IM E T O IT ?
    • 21. 2 . D E F IN EYO U RC OREVA L U E SIT ’ S H A R D , S O S T A R TE A R L Y.W H A T A R E YO U RC O M P A N Y’ S C O R EVA L U E S ?W H A T A R E YO U RP E R S O N A L C O R E VA L U E S ?
    • 22. E XA M P L E S : VE N D O R E XTR A N E TT W IT T E R . Z A P P O S . C OM “ AS K A N YT H IN G ”
    • 23. 4.V IS IO ND O E S IT H A V EM E A N IN G A N DP A S S IO N B E H IN DIT ?D O E S IT IN S P IR E( V S . M O T IV A T E ) ?“ C H A S E TH EV IS IO N , N O T T H EP A P E R .”
    • 24. FORE M P L O YE E S WH A T’ S TH E L A R G E R V IS IO N A N D G R E A TE R P U R P O S E IN T H E IR W O R K B E YO N D M O N E Y O R P R O F IT S ?FORE N TR E P R E N EURS W H A T W O U L D YO U B E P A S S IO N A T E A B O U T D O IN G IF YO U D ID N ’ T F E A R F A IL U R E A N D D ID N ’ T M A K E A N Y M O N E Y F O R 10
    • 25. 5 . B U IL DR E L A T IO N S H IPSIT ’ S N O T A B O U T N E T W O R K IN G O RM A R K E T IN G . IT ’ S A B O U TC O N N E C TE D N E S S .IF YO U ’ R E IN T E R E S T E D , YO UD O N ’ T H A VE TO TR Y TO B EIN T E R E S T IN G .“ IF T H E P E R S O N YO U ’ R E T A L K IN GT O IS N ’ T L IS T E N IN G , B E P A T IE N T .M A YB E H E H A S A S M A L L P IE C E O FF L U F F IN H IS E A R . ”
    • 26. 6 . B U IL DT H E R IG H TTE A MH IR E S L O W L Y. F IR E Q U IC K L Y.H I R E O U SW A N O N O A LO E S .“ IF Y B A E D T T V G UQ U IC K L Y, G O A L O N E .IF YO U W A N T T O G OFAR, GOT O G E T H E R A L. ” O R E , - ” G FROM AN A F R IC A N P R O V E R B ( TH A T’ S N O T AL GORE)
    • 27. TH A T’ SG REAT B UTIT ’ L L N E V E RWO R K F O RMEOR MYC O M P A N Y… M IG H T B E T R U E IF YO U T H IN K T H A T W A Y, P R OB A B L Y NOT T R UE I F Y OU T HI NK I T C A N… SO H OL D T H A T T H OU GH T .
    • 28. WH A T D O E S TH ES C IE N C E O FH A P P IN E S SH A VE TO TE L L U S ? S O M E F R SA M E ERW OW O R K S O M F AM E R K S L E A R N E D A L O N G T H E W A Y… L E AR N E D AL O N G T H E W AY…
    • 29. H A P P IN E S S F R A M E W O R K 2M A S L O W ’ S H IE R A R C H Y
    • 30. M O S T L O N G -T E R M ,F U L F IL L IN GH A P P IN E S SH IG H E R P U R P O S E A N DM E A N IN GB E I N G P A R T OFSOM E T H I N G B I GGE R T H A N SE L F
    • 31. IF R E S E A R C H S H O W SV IS IO NM E A N IN GH IG H E R P U R P O S EL E A D S T O H A P P IN E S S … H O W D O E S TH A T A P P L Y TO YO U A N D YO U R
    • 32. H O W D O WETU R NS UPERB ADIN T OS UPERG OOD?
    • 33. LAB ORDAY2009 F IR S T … TH E R E WA S A BOOK
    • 34. 320,000+ C O P I E S S O L D 1 7+ L AN G U AG E S /C O U N T R I E S 201 0 B E S T O F L I S T S AM AZ O N C U S T O M E R F AVO R I T E N P R M AR K E T P L AC E I N C . M AG AZ I N E N E W YO R K P O S T R E AD W R I T E W E B #1 B E S T S E L L E R L I S T S N YT I M E SW H O A. WS J AM AZ O N B AR N E S & N O B L E BORD ERS
    • 35. I C AN BE AC MP!
    • 36. TH E N , TH E B U S TO U R …
    • 37. BEFORE AF T E R
    • 38. “D E L I VE R I N GH AP P I N E S S I S A M O VE M E N T T H AT H AP P E N S T O H AVE A BOOK ” -SETH
    • 39. F I R S T … T H E R E W ASAB O O KT H E N T H E R E W AS AB U S TO U R
    • 40. WE H E A R D F R O M A R O U N D TH E WO R L DN O M AT T E R W H AT U N IF IE D•B AC K G R O U N D B Y TH E•C U L T U R E S AME•I D E AS V IS IO N•JO B H A P P IN E
    • 41. N O W …T H EM O VE M E N TTO S P R E A D A N DIN S P IR E S C IE N T IF ICH A P P IN E S S IN S ENS E B U S IN E S S S E N S ETH E WO R L D HUMAN S ENS E
    • 42. In s p ir a t io nL iv e p a s s io n a t e ly . In s p ir e a n dB e In s p ir e d .C o m m u n it yC o n n e c t p e o p le w h o w a n t ap u r p o s e f u l lif e .E d u c a t io nTe a c h a n d e m p o w e r e a c ho the r.E x p e r ie n c e sC r e a t e m e a n in g f u l m o m e n t sto g e the r. S o …h o w d o y o u f u e l a mo ve me nt?
    • 43. H +DH@ ORK WO M M U N IT Y + G L O B A L P A R T N E R S A n e t w o r k a r o u n d t h e w o r ld , C o m m u n it y g r o w in g t h e m o v e m e n t w it h P a rtne rs c o m m u n it y a n d w o r k p la c e s
    • 44. e r c h w it h a M is s io n
    • 45. D H@ c hool S
    • 46. AND DH
    • 47. D E L IV E R IN G H A P P IN E S STO D A Y… C o m m u n it y 13 0 P a rtne rs C O U N T R IE S 12 0 0 C I T I E S
    • 48. D E L IV E R IN G H A P P IN E S S E O Y 2 0 12A W O R L D O F S U S T A IN A B L E H A P P IN E S A T W O R K , C O M M U N IT Y A N D E V E R YD A Y L IF E
    • 49. TH A T’ S G R E A TB U T IT ’ L L N E V E RWO R K F O R M E …
    • 50. N O T S A YIN G B E L IK EZ A P P O S O R D E L IV E R IN G WH A T M A TTE R SH A P P IN E S S ISN O T TH E A C TU A L C O R E A L IG N M E N T A N DVA L U E S TH A T M A TTE R T H A T YO U C O M M IT T O T H E M
    • 51. W IT H … G E N E R A T IO N A L A D V A N C E S A C C E S S T O IN F O R M A T IO NB A S IC H U M A N D E S IR E O F H A P P IN E S S IT ’ S N O T A P IP E D R E A M A N YM O R E
    • 52. F O R A C U L TU R E B O O K O R C O P Y O F T H E P R E S E N T A T IO N J E N N @ E L IV E R IN G H A P P IN E S S . C O M D J O IN T H E M O V E M E N T ! D E L IV E R IN G H A P P IN E S S . C O M F A C E B O O K . C O M /D E L I V E R I N G H A P P I N E S S T W IT T E R | @ H M O V E M E N T | @ H M O V E M E N T C E O D DT o a p p l y f o r V H P s t a t u s : B I T . L Y /V H P i n v i t e
    • 53. TO G E TH ER , L E T’ S