1. PULTE MORTGAGE & PGP TITLE
DENVER, CO
APRIL 4, 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER

3. TAKE A MOMENT TO
THINK…
WHAT ARE
YOUR GOALS
IN LIFE ?

4. WHAT IS YOUR GOAL IN
LIFE?

5. OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WE’RE
SUPERBAD AT
PREDICTING
WHAT CAN
SUSTAIN IT.
• “WHEN I GET _____, I’LL BE HAPPY”
• “WHEN I ACHIEVE _____, I’LL BE HAPPY”
• LOTTERY WINNERS
• TERMINALLY INJURED OR DISABLED

6. REFLECTION
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
HOW DID
?
I GET
HERE

7. GO INTERNET LAYOFF
BEARS! CONSULTANT LOSER MT. KILI
LOSS
ROCK
ZAPPOS GREEN FIELD BOTTOM
CONSULTANT Explored and Prioritized REAL
LOSS

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
FEEL.”
MADE THEM
— MAYA ANGELOU

10. “A WOMAN’S
DREAM CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE

11. EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION

12. 10 WAYS TO INSTILL
CUSTOMER SERVICE
EXCERPTED FROM DELIVERING
HAPPINESS
• 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.

13. #1 PRIORITY?
CULTUR

14. RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS
CULTURE AND
HIGHER PURPOSE

15. HOW IS CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK

16. THE
THE
CULTURE
CULTURE
BOOK
BOOK

17. 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

19. CORE
VALUES AT
ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble

20. CULTURE AND CUSTOMER SERVICE
$2B COMPANY
1999 – TODAY
$1,000
800
Gross Sales $MM
600
400
200
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION
SHARE VALUE AT THE TIME OF CLOSING

21. BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010

22. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
1.COMMITMENT
?
2.CORE VALUES
HOW 3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?

23. THAT’S GREAT
BUT IT’LL
NEVER WORK
FOR ME
OR MY
COMPANY…
HOLD THAT THOUGHT.

24. WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME FRAMEWORKS
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
LEARNED ALONG THE WAY…

25. TOP 5 I WISH’ES IN LIFE
…NOT
#
1 …THE WORKED
SO HARD
COURAGE …THE COURAGE
TO LIVE I WISH TO EXPRESS MY
FEELINGS.
TRUE TO I HAD…
MYSELF, …LET MYSELF BE
NOT THE HAPPIER
…STAYED IN
LIFE OF TOUCH WITH
WHAT FRIENDS
OTHERS
EXPECTED
SOME FRAMEWORKS - BRONNIE WARE
LEARNED ALONG THE WAY… TOP 5 REGRETS OF DYING

26. THE ELEMENTS OF
HAPPINESS
NORM
DAY TO DAY
40% DECISIONS
>>
ACTIONS
CONTROL
NURTURE
10% ENVIRONMENT
90%
SUSTAINABLE
HAPPINESS
50% NATURE
GENETICS

27. HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS

30. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND
YOUR COMPANY?

31. LABOR
DAY 2009
FIRST…
THERE WAS A
BOOK

32. 400,000+ COPIES SOLD
18+ LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS
NYTIMES
WHOA. WSJ
AMAZON
BARNES & NOBLE
BORDERS

33. I CAN
BE A
CMP!

35. THEN,
THE BUS TOUR…

43. “DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A
BOOK”
- SETH GODIN

44. FIRST…THERE WAS A
BOOK
THEN THERE WAS A
BUS TOUR

45. WE HEARD FROM AROUND THE
WORLD
NO MATTER WHAT UNIFIED
•BACKGROUND BY THE
•CULTURE SAME
•IDEAS VISION
•JOB
HAPPINESS

46. NOW…THE MOVEMENT
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD

47. HOW? The 3 C’s.

48. HAPPIER
COMMUNITIES
PAY HAPPINESS FORWARD.
100% of net profits to the
Happiness Movement

49. HAPPIER
COMPANIES

50. HAPPIER CITIES
REVITALIZING
DOWNTOWN VEGAS

51. 3100 CITIES
110 COUNTRIES
(over 50% of the world!)

52. THAT’S GREAT BUT
IT’LL NEVER WORK
FOR ME…

53. HAPPINESS in the
WORKPLACE
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%
CREATIVITY300%
______________________________________

TURNOVER
ENGAGEMENT
CREATIVITY
PROFITS
HARVARD BUSINESS REVIEW
JAN-FEB 2012 ISSUE

54. WHAT
MATTERS IS
ALIGNMENT
AND
COMMITMENT

55. (RE-ENACTMENT)

56. HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

57. THINK ABOUT
M
E
BEING TRUE TO YOUR (WEIRD) SELF

58. THINK ABOUT
WE
ALIGNING CORE VALUES

59. THINK ABOUT
COMMUNIT
Y
PURPOSEFUL, LONG-TERM HAPPINESS

60. THEN DO.
THANK YOU!