Jenn Lim discussed her book "Delivering Happiness" which has sold over 300,000 copies worldwide. It details how Zappos built their culture and brand through prioritizing happiness, empowering employees, and providing excellent customer service. Lim then shared lessons on how any company can apply Zappos' strategies to build meaningful culture and relationships, hire the right team aligned with core values, and create a higher purpose beyond profits alone.
On Oct 10, 2010 Tony Hsieh spoke to the Designing Happiness class at the Stanford Graduate School of Business about how he delivers happiness at Zappos.
On Oct 10, 2010 Tony Hsieh spoke to the Designing Happiness class at the Stanford Graduate School of Business about how he delivers happiness at Zappos.
Making Transformation Irresistible
Reframing Strategies for a Transformation Economy.
A Kaospilot Become community activity Thursday 25th of June 2020
In partnership with Become: https://www.smore.com/8s0m5-become
Making Transformation Irresistible
Reframing Strategies for a Transformation Economy.
A Kaospilot Become community activity Thursday 25th of June 2020
In partnership with Become: https://www.smore.com/8s0m5-become
From Real to Ideal: Envisioning and Moving Toward Your Best Culture [Culture ...Delivering Happiness
From measuring, to defining, living, and evolving. A successful company culture creates a positive, unique working environment where business and employees can thrive.
This workshop is co-facilitated by Kelsey Wong and Kent Frazier of Delivering Happiness begins by introducing the main elements of Happiness as a Business Model, including the concept of values-based culture as well as key elements from the science of happiness.
This interactive session emphasizes experiential learning and actionable takeaways that empower every participant to take both immediate and long-term action to build a plan for sustainable happiness at work. Bring meaning and insight into your organization’s culture and increase overall awareness in a fun and vibrant way. In this workshop you will:
- Use animal and habitat metaphors to peek behind conscious notions of the current and ideal culture.
- Elicit qualities and build a vibrant image of the ideal culture for your organization.
- Collaborate in small teams to build action items and present findings with real value.
- Reflect on bigger questions on your organization's impact and connecting your organization's culture to the greater planetary culture
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
5. 300,000+ 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
5
16. WE HEARD FROM
AROUND THE
WORLD
no matter what…
BACKGROUND
CULTURE
IDEAS
JOB
UNIFIED
BY THE SAME
VISION
HAPPINESS
16
17. CAN COMPANIES
REALLY BE
SUCCESFUL WITH
HAPPINESS AS A
BUSINESS MODEL?
17
18. A LITTLE UC BERKELEY BACHELOR OF ARTS
KPMG/LIQUID THINKING
ABOUT INTERNET STRATEGIST
FREELANCE CONSULTANT
ME… INTERNET STRATEGY
WRITING
GRAPHIC DESIGN
ZAPPOS – SPECIAL PROJECTS CONSULTANT
CONSULTANT – 9 YEARS
SF TO VEGAS RELOCATION
BRANDING AND CULTURE BOOK CREATOR
(NOW ON ITS 7TH EDITION)
DELIVERING HAPPINESS
CEO AND CHIEF HAPPINESS OFFICER
LED LAUNCH AND MANAGEMENT OF THE
BOOK, TOUR AND NOW THE COMPANY/
MOVEMENT.
18
19. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID,
BUT PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM FEEL .”
MAYA ANGELOU
19
20. TOP 100 BEST 2009 #23
COMPANIES TO 2010 #15
WORK FOR
20 2011 #6
22. CUSTOMER EXPERIENCE
PEC PERSONAL EMOTIONAL CONNECTION
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?
22
23. 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.
23
25. HOW IS CULTURE
#1 PRIORITY?
HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 offer
ZAPPOS CULTURE BOOK
TWITTER
25
26. HOW DID ZAPPOS
BUILD THEIR
CULTURE AND
BRAND?
HOW CAN YOU
APPLY THEIR
LESSONS LEARNED?
BRAND IS A
LAGGING
INDICATOR OF
CULTURE
26
27. 1. IS IT
IMPORTANT
TO YOU?
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
27
29. 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?
29
30. RESEARCH SHOWS
WHAT MAKES
LONG-TERM
SUSTAINABLE BRANDS
CULTURE AND
HIGHER PURPOSE
30
31. 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
31
32. 3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO
FEAR.
(WHILE SAVING TIME, EFFORT AND
ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
32
33. 4. VISION
DOES IT HAVE MEANING AND
PASSION BEHIND IT?
DOES IT INSPIRE (VS.
MOTIVATE)?
“CHASE THE VISION, NOT THE
PAPER.”
-
33
34. 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?
34
35. 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.”
-
35
36. 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)
36
38. 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
38
39. 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
39
40. 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.
40
41. TAKING A STEP BACK…
TAKE A MOMENT
TO THINK, WHAT
ARE YOUR GOALS
IN LIFE?
41
43. RESEARCH SHOWS
WE’RE SUPERBAD
AT PREDICTING
WHAT WILL BRING
US SUSTAINED
HAPPINESS
EVEN THOUGH WE’RE
HARDWIRED FOR IT
EXAMPLES:
LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”
“WHEN I ACHIEVE ____, I’LL BE HAPPY”
43
46. MIHÁLY
CSÍKSZENTMIHÁLYI
MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSE
AND MEANING PRONOUNCED
ME-HIGH
CHICK-SENT
-ME-HIGH
BEING PART OF SOMETHING
BIGGER THAN SELF
46
62. “DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A
BOOK”
- SETH
62
63. “THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE
MOMENTS WHERE YOU DECIDE YOU‟RE EITHER GOING TO LIVE SOMETHING YOU HAVE
NO UNDERSTANDING OF, OR WHETHER YOU‟RE GOING TO STAY IN YOUR BOX AND WHAT
YOU‟RE COMFORTABLE WITH.
I FELT LIKE LIVING.”
-ASHTON KUTCHER
SXSW
2011
63
65. GLOBAL MOVEMENT TO
SPREAD AND INSPIRE
HAPPINESS IN THE
WORLD
COMPANY
WITH A
CAUSE
SCIENTIFIC SENSE
BUSINESS SENSE
COMMON SENSE
HAPPINESS
AS A MODEL IN
BUSINESS & LIFE
65
67. EXAMPLES OF THE DH MOVEMENT
HAPPIER WORKPLACES AND COMMUNITIES
DH@WORK
CULTURE BOOK CREATION
PhD PROGRAM
PURSUIT OF HAPPINESS DAY
COMMUNITY INTERACTION
VHPs & TOWN HALLS
CONTENT
INSPIRATIONAL VIDEOS, BLOG & STORIES
STORE
INSPIRATIONAL GOODS AND GEAR
FOR A COPY OF CULTURE BOOK
67 AND/OR THIS PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
71. WHAT’S YOUR
COMPANY’S VALUES
AND HIGHER
PURPOSE?
WHAT’S YOUR
VALUES AND
71
HIGHER PURPOSE?
72. THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION
72 JENN@DELIVERINGHAPPINESS.COM