Delivering happiness jenn lim - freeman 8.24.11

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FREEMAN AUGUST 24 2011

JENN LIM

CEO AND CHIEF HAPPINESS OFFICER

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FIRST… THERE WAS A BOOK

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LABOR DAY 2009

(LENTICULAR)

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SXSW 2010

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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

WSJ AMAZON BARNES & NOBLE BORDERS

WHOA.

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I CAN BE A CMP!

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THEN, THE BUS TOUR

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BEFORE AFTER

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WE HEARD FROM AROUND THE

WORLD

no matter what… BACKGROUND

CULTURE IDEAS

JOB

UNIFIED BY THE SAME

VISION

HAPPINESS

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CAN COMPANIES REALLY BE

SUCCESFUL WITH HAPPINESS AS A

BUSINESS MODEL?

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A LITTLE ABOUT ME…

UC BERKELEY BACHELOR OF ARTS KPMG/LIQUID THINKING

INTERNET STRATEGIST FREELANCE CONSULTANT

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.

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“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” MAYA ANGELOU

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2009 #23 2010 #15 2011 #6

TOP 100 BEST COMPANIES TO WORK FOR

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“A WOMAN’S DREAM CLOSET…”

ZAPPOS KENTUCKY WAREHOUSE

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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?

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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.

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#1 PRIORITY?

CULTURE

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HOW IS CULTURE #1 PRIORITY?

5 WEEKS OF TRAINING

ZAPPOS CULTURE BOOK $4000 offer

HIRING FOR CULTURE

TWITTER

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BRAND IS A LAGGING INDICATOR OF CULTURE

HOW DID ZAPPOS BUILD THEIR

CULTURE AND BRAND?

HOW CAN YOU

APPLY THEIR LESSONS

LEARNED?

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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?

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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?

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

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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

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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

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4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “CHASE THE VISION, NOT THE PAPER.”

-

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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?

VISION

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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.”

-

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6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES.

- AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)

“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”

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THE CULTURE BOOK

THE CULTURE BOOK

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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

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CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS)

INVEST IN C+C MORE THAN OTHER AREAS

‘01 ‘02 ‘06 ‘03 ‘04 ‘05 ‘07 ‘00 ‘08

Gro

ss S

ales

$M

M

$1,000

800

600

400

200

NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING

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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.

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TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?

TAKING A STEP BACK…

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RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS

EXAMPLES: LOTTERY WINNERS

“WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”

EVEN THOUGH WE’RE HARDWIRED FOR IT

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PRONOUNCED ME-HIGH

CHICK-SENT���-ME-HIGH

MIHÁLY CSÍKSZENTMIHÁLYI

MOST LONG-TERM, FULFILLING HAPPINESS

HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF

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IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…

HOW WILL THAT APPLY TO ME AND

MY COMPANY?

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THEN THERE WAS A BUS TOUR

FIRST…THERE WAS A BOOK

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CHARITY:WATER

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“DELIVERING HAPPINESS

IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”

- SETH GODIN

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SXSW 2011

“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

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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

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ICEE INSPIRE CONNECT EDUCATE EXPERIENCE

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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

AND/OR THIS PRESENTATION JENN@DELIVERINGHAPPINESS.COM

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THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…

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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

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WHAT’S YOUR VALUES AND

HIGHER PURPOSE?

WHAT’S YOUR COMPANY’S

VALUES AND HIGHER PURPOSE?

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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