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Raleigh 11 30 2011 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. SSA/PDAR 12.1.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    • 2.  
    • 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
    • 4. WHAT IS YOUR GOAL IN LIFE?
    • 5.
      • “ 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 )
    • 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    • 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM 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 MADE THEM FEEL .” — MAYA ANGELOU
    • 10. “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    • 11. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL E MOTIONAL C ONNECTION
    • 12.
      • 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
    • 13. CULTURE #1 PRIORITY?
    • 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 CULTURE BOOK THE CULTURE 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 JENN@DELIVERINGHAPPINESS.COM
    • 18.  
    • 19.
      • 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
    • 20. 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
    • 21. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
      • LESSONS LEARNED:
      • COMMITMENT
      • CORE VALUES
      • TRANSPARENCY
      • VISION
      • RELATIONSHIPS
      • THE RIGHT TEAM
      • AND CAN THEY BE
      • APPLIED TO YOU?
      HOW ?
    • 22. 1. COMMITMENT HOW IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR A MONTH OR YEAR, BUT THE LIFE OF THE COMPANY) ? WILL IT BE?
    • 23. 2. DEFINE YOUR CORE VALUES IT’S HARD, SO START EARLY. WHAT ARE YOUR COMPANY’S CORE VALUES? WHAT ARE YOUR PERSONAL CORE VALUES? DO THEY ALIGN ?
    • 24. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    • 25. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “ CHASE THE VISION , NOT THE PAPER.” -
    • 26. FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’ T FEAR FAILURE AND DIDN ’ T MAKE ANY MONEY FOR 10 YEARS?
    • 27. 5. BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING. IT’S ABOUT CONNECTEDNESS . IF YOU’RE INTERESTED , YOU DON’ T HAVE TO TRY TO BE INTERESTING. “ IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR .” -
    • 28. 6. BUILD THE RIGHT TEAM HIRE SLOWLY . FIRE QUICKLY . HIRE BASED ON VALUES . “ IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER ” . ” - AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)
    • 29. 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.
    • 30. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
    • 31.  
    • 32. HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
    • 33.  
    • 34. HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
    • 35.  
    • 36. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
    • 37. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
    • 38. LABOR DAY 2009 FIRST… THERE WAS A BOOK
    • 39. 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.
    • 40. I CAN BE A CMP!
    • 41.  
    • 42.
      • THEN,
          • THE BUS TOUR…
    • 43.  
    • 44.  
    • 45.  
    • 46. BEFORE AFTER
    • 47.  
    • 48.  
    • 49.  
    • 50.  
    • 51.  
    • 52.  
    • 53.  
    • 54.  
    • 55.  
    • 56.  
    • 57. “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN
    • 58. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    • 59. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION
      • NO MATTER WHAT
      • BACKGROUND
      • CULTURE
      • IDEAS
      • JOB
      HAPPINESS
    • 60. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
    • 61. WHY A MOVEMENT? SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE HAPPINESS IS A BASIC HUMAN NEED LET’S TURN SUPERBAD INTO SUPERGOOD
    • 62. 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?
    • 63. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A network around the world, growing the movement with community and workplaces Community Partners
    • 64. Merch with a Mission
    • 65. [email_address]
    • 66. AND DH
    • 67. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
    • 68. 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
    • 69. FOR A CULTURE BOOK OR COPY OF THE PRESENTATION [email_address] JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK .COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO To apply for VHP status: BIT.LY/VHPinvite
    • 70. TOGETHER, LET’S

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