The results company florida 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?

The results company florida jenn lim_delivering happiness The results company florida jenn lim_delivering happiness Presentation Transcript

  • THE RESULTS COMPANYNAPLES, FLMAY 14 2013JENN LIMCEO & CHIEF HAPPINESS OFFICER
  • TAKE A MOMENT TOTHINK…WHAT AREYOUR GOALSIN LIFE?
  • WHAT IS YOUR GOAL INLIFE?
  • • “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLEDOUR BRAINS AREHARDWIRED TOSEEK HAPPINESS.YET WE’RESUPERBAD ATPREDICTINGWHAT CANSUSTAIN IT.
  • REFLECTIONHOW DIDI GETHERE?WHY AM I SO PASSIONATEABOUT HAPPINESS?
  • MT. KILIGREEN FIELDExplored andPrioritizedINTERNETCONSULTANTLAYOFFLOSERLOSSGOBEARS!ZAPPOSCONSULTANTROCKBOTTOMTIMEHAPPINESSOH@#$%
  • CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESS AS ABUSINESSMODEL?
  • “PEOPLE WILL FORGET WHATYOU SAID, PEOPLE WILL FORGETWHAT YOU DID, BUT PEOPLEWILL NEVER FORGET HOW YOUMADE THEMFEEL.”— MAYA ANGELOU
  • “A WOMAN’SDREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
  • EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTUREPERSONALEMOTIONALCONNECTION
  • 10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERINGHAPPINESS• MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY, NOT JUST ADEPARTMENT. 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 PROVIDEGREAT SERVICE… BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISOR SHOULD BERARE.• REALIZE THAT IT’S OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUREMPLOYEES.• 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 TOYOUR EMPLOYEES AS WELL.• VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT ANEXPENSE YOU’RE SEEKING TO MINIMIZE.• HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOWEXPERIENCES 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.
  • CULTUR#1 PRIORITY?
  • RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDSCULTURE ANDHIGHER PURPOSE
  • HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
  • THECULTUREBOOKTHECULTUREBOOK
  • THE CULTUREBOOKWHAT IS IT?COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLINGSNAPSHOT OF CULTUREEVERY YEAR – WHAT’SGOOD, WHAT DO WE NEEDTO IMPROVESTARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOSDOESN’T SHIP THEREFOR A COPY, JUST EMAIL ME
  • COREVALUES ATZAPPOS 1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
  • CULTURE AND CUSTOMER SERVICE$2B* COMPANY1999 – TODAY‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08GrossSales$MM$1,000800600400200NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION***GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
  • BEST WORKPLACESVS. S&P 500GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
  • AN EXPERIMENT INHAPPINESS AS ABUSINESS MODELLESSONS LEARNED:1.COMMITMENT2.CORE VALUES3.TRANSPARENCY4.VISION5.RELATIONSHIPS6.THE RIGHT TEAMAND CAN THEY BEAPPLIED TO YOU?HOW ?
  • 1.COMMITMENTHOW IMPORTANT TOYOU?DO YOU WANT TO BUILD A LONG-TERM,SUSTAINABLE BRAND?ARE YOU WILLING TO COMMITFINANCES, RESOURCES, AND TIME TO IT?
  • 2. DEFINEYOUR COREVALUESIT’S HARD, SO START EARLY.WHAT ARE YOUR COMPANY’SCORE VALUES?WHAT ARE YOUR PERSONALCORE VALUES?DO THEY ALIGN?
  • EXAMPLES:VENDOR EXTRANETTWITTER.ZAPPOS.COM“ASK ANYTHING”TOURS & MEDIAVISITSZAPPOS INSIGHTS
  • FOREMPLOYEES*WHAT’S THELARGER VISION ANDGREATER PURPOSEIN THEIR WORKBEYOND MONEY ORPROFITS?FORENTREPRENEURS WHAT WOULD YOUBE PASSIONATEABOUT DOING IFYOU DIDN’T FEARFAILURE ANDDIDN’T MAKE ANYMONEY FOR 1071% EMPLOYEES INTHE U.S. DISENGAGED$300B LOST INPRODUCTIVITY FROMDISENGAGEMENT-GALLUP 2008, 20114. VISION
  • 5. BUILDRELATIONSHIPSIT’S NOT ABOUT NETWORKING ORMARKETING. IT’S ABOUT CONNECTEDNESS.IF YOU’RE INTERESTED, YOU DON’T HAVETO TRY TO BE INTERESTING.“IF THE PERSON YOU’RE TALKING TO ISN’TLISTENING, BE PATIENT. MAYBE HE HAS ASMALL PIECE OF FLUFF IN HIS EAR.”-
  • 6. BUILD THERIGHT TEAMHIRE SLOWLY.FIRE QUICKLY.HIRE BASED ONVALUES.
  • THAT’S GREATBUT IT’LLNEVER WORKFOR MEOR MYCOMPANY…HOLD THAT THOUGHT.
  • SOME FRAMEWORKSLEARNED ALONG THE WAY…WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US?SOME DATA AND FRAMEWORKSLEARNED ALONG THE WAY…
  • SOME FRAMEWORKSLEARNED ALONG THE WAY…TOP 5 I WISH’ES IN LIFE- BRONNIE WARETOP 5 REGRETS OF DYING…THE COURAGETO EXPRESS MYFEELINGS.…LET MYSELF BEHAPPIER…NOTWORKEDSO HARD…STAYED INTOUCH WITHFRIENDS…THECOURAGETO LIVETRUE TOMYSELF, NOTTHE LIFEOF WHATOTHERSEXPECTEDI WISHI HAD…#1
  • THE ELEMENTS OFHAPPINESSNORMDAY TO DAYDECISIONS>>ACTIONS50%10%40%CONTROLNATUREGENETICSNURTUREENVIRONMENTSUSTAINABLEHAPPINESS90%
  • HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
  • HAPPINESS FRAMEWORK 2MASLOW’S HIERARCHY
  • IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…HOW DOES THATAPPLY TO YOU ANDYOUR COMPANY?
  • HOW DO WETURNSUPERBADINTOSUPERGOOD?
  • LABORDAY 2009FIRST…THERE WAS ABOOK
  • 400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERSWHOA.
  • I CANBE ACMP!
  • THEN,THE BUS TOUR…
  • BEFORE AFTER
  • “DELIVERINGHAPPINESSIS A MOVEMENTTHAT HAPPENSTO HAVE ABOOK”- SETH GODIN
  • THEN THERE WAS A BUSTOURFIRST…THERE WAS ABOOK
  • WE HEARD FROM AROUND THEWORLDUNIFIEDBY THESAMEVISIONNO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOBHAPPINESS
  • NOW…THE MOVEMENTTO SPREAD AND INSPIREHAPPINESS IN THE WORLDSCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
  • HOW? The 3 C’s.3100Cities110Countries
  • HAPPIERCOMPANIES
  • PAY HAPPINESS FORWARD.100% of net profits to theHappiness MovementHAPPIERCOMMUNITIES
  • HAPPIER CITIESREVITALIZINGDOWNTOWN VEGAS
  • THAT’S GREAT BUTIT’LL NEVER WORKFOR ME…
  • HARVARD BUSINESS REVIEWJAN-FEB 2012 ISSUEHAPPINESS in theWORKPLACESALES 37%PRODUCTIVITY31%ACCURACY 19%CREATIVITY300%______________________________________TURNOVERENGAGEMENTCREATIVITYPROFITS
  • WHATMATTERS ISALIGNMENTANDCOMMITMENT
  • (RE-ENACTMENT)
  • HOW CAN WE HELP?FOR:QUESTIONSCULTURE BOOKCOPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COMJOIN THE MOVEMENTDELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
  • •BE TRUE TO OUR WEIRD SELVES•LIVE OUR VALUES, PASSIONS ANDPURPOSE•PRIORITIZE FOR LASTING,SUSTAINABLE HAPPINESSIMAGINE…
  • THANK YOU!THEN DO.