Iir shopper insights in action jenn lim_delivering happiness_45 copy

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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?
  • Iir shopper insights in action jenn lim_delivering happiness_45 copy

    1. 1. IIR – 13TH SHOPPER INSIGHTS IN ACTION CHICAGO, IL JULY 16, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
    3. 3. WHAT IS YOUR GOAL IN LIFE?
    4. 4. • “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.
    5. 5. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 6. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM TIM E HAPPINESS +| OH @#$%
    7. 7. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
    8. 8. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    9. 9. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    10. 10. CULTUR #1 PRIORITY?
    11. 11. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    12. 12. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
    13. 13. THE CULTURE BOOK THE CULTURE BOOK
    14. 14. 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
    15. 15. 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
    16. 16. CULTURE AND CUSTOMER SERVICE $2B COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
    17. 17. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    18. 18. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1.COMMITMENT 2.CORE VALUES 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW ?
    19. 19. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
    20. 20. SOME FRAMEWORKS LEARNED ALONG THE WAY… TOP 5 I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE HAPPIER …NOT WORKED SO HARD …STAYED IN TOUCH WITH FRIENDS …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… # 1
    21. 21. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    22. 22. LABOR DAY 2009 FIRST… THERE WAS A BOOK
    23. 23. 500,000+ COPIES SOLD 20+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
    24. 24. I CAN BE A CMP!
    25. 25. THEN, THE BUS TOUR…
    26. 26. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    27. 27. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
    28. 28. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    29. 29. HOW? The 3 C’s.
    30. 30. HAPPIER COMPANIES
    31. 31. HARVARD BUSINESS REVIEW JAN-FEB 2012 ISSUE HAPPINESS in the WORKPLACE SALES 37% PRODUCTIVITY31% ACCURACY 19% CREATIVITY300% ______________________________________ TURNOVER ENGAGEMENT CREATIVITY PROFITS 
    32. 32. PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement HAPPIER COMMUNITIES
    33. 33. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
    34. 34. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    35. 35. 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
    36. 36. •BE TRUE TO OUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
    37. 37. THANK YOU! THEN DO.

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