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?
  • Pulte jenn lim delivering happiness

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

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