Pulte jenn lim delivering happiness
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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. PULTE MORTGAGE & PGP TITLE DENVER, CO APRIL 4, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • 2. TAKE A MOMENT TOTHINK… WHAT ARE YOUR GOALS IN LIFE ?
  • 3. WHAT IS YOUR GOAL INLIFE?
  • 4. OUR BRAINS AREHARDWIRED TOSEEK HAPPINESS.YET WE’RESUPERBAD ATPREDICTINGWHAT CANSUSTAIN IT. • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED
  • 5. REFLECTIONWHY AM I SO PASSIONATEABOUT HAPPINESS? HOW DID ? I GET HERE
  • 6. GO INTERNET LAYOFFBEARS! CONSULTANT LOSER MT. KILI LOSS ROCK ZAPPOS GREEN FIELD BOTTOM CONSULTANT Explored and Prioritized REAL LOSS
  • 7. CAN COMPANIES REALLY BESUCCESFUL WITHHAPPINESS AS A BUSINESS MODEL?
  • 8. “PEOPLE WILL FORGET WHATYOU SAID, PEOPLE WILL FORGETWHAT YOU DID, BUT PEOPLEWILL NEVER FORGET HOW YOUFEEL.”MADE THEM — MAYA ANGELOU
  • 9. “A WOMAN’S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
  • 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTUREPERSONALEMOTIONALCONNECTION
  • 11. 10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERINGHAPPINESS • 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.
  • 12. #1 PRIORITY? CULTUR
  • 13. RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS CULTURE AND HIGHER PURPOSE
  • 14. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  • 15. THETHECULTURECULTUREBOOKBOOK
  • 16. THE CULTUREBOOKWHAT 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
  • 17. COREVALUES ATZAPPOS 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
  • 18. 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
  • 19. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
  • 20. AN EXPERIMENT INHAPPINESS AS ABUSINESS 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?
  • 21. THAT’S GREATBUT IT’LLNEVER WORKFOR MEOR MYCOMPANY… HOLD THAT THOUGHT.
  • 22. WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US? SOME FRAMEWORKS SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
  • 23. 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
  • 24. THE ELEMENTS OFHAPPINESS NORM DAY TO DAY 40% DECISIONS >> ACTIONS CONTROL NURTURE 10% ENVIRONMENT 90% SUSTAINABLE HAPPINESS 50% NATURE GENETICS
  • 25. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  • 26. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  • 27. LABORDAY 2009 FIRST… THERE WAS A BOOK
  • 28. 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 NYTIMESWHOA. WSJ AMAZON BARNES & NOBLE BORDERS
  • 29. I CANBE ACMP!
  • 30. THEN, THE BUS TOUR…
  • 31. “DELIVERINGHAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
  • 32. FIRST…THERE WAS ABOOKTHEN THERE WAS ABUS TOUR
  • 33. WE HEARD FROM AROUND THE WORLDNO MATTER WHAT UNIFIED•BACKGROUND BY THE•CULTURE SAME•IDEAS VISION•JOB HAPPINESS
  • 34. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSETO SPREAD AND INSPIREHAPPINESS IN THE WORLD
  • 35. HOW? The 3 C’s.
  • 36. HAPPIERCOMMUNITIES PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
  • 37. HAPPIERCOMPANIES
  • 38. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
  • 39. 3100 CITIES 110 COUNTRIES(over 50% of the world!)
  • 40. THAT’S GREAT BUTIT’LL NEVER WORKFOR ME…
  • 41. HAPPINESS in theWORKPLACE SALES 37% PRODUCTIVITY31% ACCURACY 19% CREATIVITY300% ______________________________________  TURNOVER ENGAGEMENT CREATIVITY PROFITS HARVARD BUSINESS REVIEW JAN-FEB 2012 ISSUE
  • 42. WHATMATTERS ISALIGNMENTANDCOMMITMENT
  • 43. (RE-ENACTMENT)
  • 44. HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
  • 45. THINK ABOUT M EBEING TRUE TO YOUR (WEIRD) SELF
  • 46. THINK ABOUT WEALIGNING CORE VALUES
  • 47. THINK ABOUT COMMUNIT YPURPOSEFUL, LONG-TERM HAPPINESS
  • 48. THEN DO. THANK YOU!