1. ENTREPRENEURS ORGANIZATION - AMSTERDAM
SEPT 16 2011
JENN LIM
CEO AND CHIEF HAPPINESS OFFICER

2. RESEARCH SHOWS
WE‟RE SUPERBAD AT
PREDICTING WHAT WILL
BRING US SUSTAINED
HAPPINESS

4. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE

5. WHAT IS YOUR GOAL IN LIFE?

6. AS HUMANS, OUR BRAINS
ARE HARDWIRED TO SEEK
HAPPINESS. YET WE‟RE
SUPERBAD AT IT
EXAMPLES:
DAN GILBERT’S RESEARCH
• “WHEN I GET _____, I’LL BE HAPPY”
• “WHEN I ACHIEVE _____, I’LL BE HAPPY”
• LOTTERY WINNERS
• TERMINALLY INJURED OR DISABLED

7. A LITTLE BIT ABOUT ME…
NOT REALLY
THE POSTER
CHILD OF
HAPPINESS
✖ ✔
✖ ✔

8. REFLECTION
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
HOW DID
I GET HERE

9. GO INTERNET LAYOFF
BEARS! LOSER MT. KILI
CONSULTANT
ZAPPOS GREEN FIELD
CONSULTANT EXPLORED
AND PRIORITZED
CEO & CHO
CHIEF HAPPINESS OFFICER
OF DELIVERING HAPPINESS

10. CAN COMPANIES
REALLY BE
SUCCESFUL WITH
HAPPINESS AS A
BUSINESS MODEL?

11. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID,
BUT PEOPLE WILL NEVER FORGET HOW
YOU MADE THEM
FEEL.”
— MAYA ANGELOU

12. A SERVICE COMPANY THAT HAPPENS TO SELL…
TOP 100 BEST
COMPANIES TO SHOES
CLOTHES
WORK FOR ACCESSORIES
DOES IT EVEN MATTER?

13. “A WOMAN‟S DREAM
CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE

14. EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION

15. 10 WAYS TO INSTILL
CUSTOMER SERVICE
EXCERPTED FROM DELIVERING HAPPINESS
• 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.

16. #1 PRIORITY?
CULTURE

17. HOW IS CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK

18. THE CULTURE
THE CULTURE
BOOK
BOOK

19. 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 FREE COPY – SEND ME YOUR MAILING ADDRESS
JENN@DELIVERINGHAPPINESS.COM

21. 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

22. CULTURE AND CUSTOMER SERVICE
WORD OF MOUTH (75% REPEAT CUSTOMERS)
INVEST IN C+C MORE THAN OTHER AREAS
$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

23. RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS
CULTURE AND
HIGHER PURPOSE

24. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
HOW ? LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. RELATIONSHIPS
6. THE RIGHT TEAM

25. 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.

26. WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME FRAMEWORKS
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
LEARNED ALONG THE WAY…

28. HAPPINESS FRAMEWORK 2
MASLOW‟S HIERARCHY

29. MIHÁLY
CSÍKSZENTMIHÁLYI

30. MOST LONG-TERM,
FULFILLING HAPPINESS
HIGHER PURPOSE AND MEANING
BEING PART OF
SOMETHING BIGGER THAN SELF

32. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY
TO YOU AND YOUR
COMPANY?

33. HOW DO WE TURN
SUPERBAD
INTO
SUPERGOOD?

34. LABOR DAY
2009
FIRST…
THERE WAS A BOOK

35. 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
WHOA. WSJ
AMAZON
BARNES & NOBLE
BORDERS

38. I CAN BE
A CMP!

40. THEN,
THE BUS TOUR…

50. “DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A BOOK”
- SETH
GODIN

52. WE HEARD FROM AROUND THE WORLD
NO MATTER WHAT UNIFIED
• BACKGROUND BY THE
• CULTURE SAME
• IDEAS VISION
• JOB
HAPPINESS

53. RAHs
RANDOM
ACTS OF
HAPPINESS

55. COMMUNITY INTERACTION
VHPs & TOWN HALLS

56. OTHER EXAMPLES OF THE
DH MOVEMENT
HAPPIER WORKPLACES AND COMMUNITIES
DH@WORK
CULTURE BOOK CREATION
STORE
INSPIRATIONAL GOODS AND GEAR
CONTENT
INSPIRATIONAL VIDEOS, BLOG & STORIES
PhD PROGRAM
PURSUIT OF HAPPINESS DAY
COMMUNITY INTERACTION
VHPs & TOWN HALLS

57. WHAT IS DH?
GLOBAL MOVEMENT TO SPREAD
AND INSPIRE HAPPINESS
IN THE WORLD
COMPANY WITH A CAUSE
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HAPPINESS
AS A MODEL IN
BUSINESS & LIFE

58. ICEE
INSPIRE
CONNECT
EDUCATE
EXPERIENCE

59. THAT‟S GREAT BUT IT‟LL
NEVER WORK FOR ME…

60. NOT SAYING BE LIKE ZAPPOS OR
DELIVERING HAPPINESS
WHAT MATTERS IS
NOT THE ACTUAL CORE VALUES THAT
ALIGNMENT AND THAT
MATTER YOU COMMIT TO THEM

61. DH CHALLENGE
DARE TO BE
• TRUE TO YOURSELF
• PASSIONATE & PURPOSEFUL
• ORDINARY IN AN IMPERFECT
WORLD
• HAPPY

62. TOGETHER,
LET‟S

63. THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM