Genentech Jenn Lim Delivering Happiness

7/31/2019 Genentech Jenn Lim Delivering Happiness

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GENENTECHOCT 4 2012 BAY AREA, CA

JENN LIMCEO & CHIEF HAPPINESS OFFICER


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TAKE A MOMENT TO THINK

WHAT AREYOUR GOALS

IN LIFE


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WHAT IS YOUR GOAL IN LIFE?


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WHEN I GET _____, ILL BE HAPPY WHEN I ACHIEVE _____, ILL BE HAPPY LOTTERY WINNERS

TERMINALLY INJURED OR DISABLED

OUR BRAINS AREHARDWIREDTO

SEEK HAPPINESS.

YET WERE

SUPERBAD ATPREDICTINGWHAT CAN SUSTAINIT.


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REFLECTION

HOW DIDI GET HERE

WHY AM I SO PASSIONATE

ABOUT HAPPINESS?


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GOBEARS!

INTERNETCONSULTANT

LAYOFFLOSERLOSS

MT. KILI

GREEN FIELDExplored and Prioritized

ZAPPOSCONSULTANT

ROCKBOTTOM

REALLOSS


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CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESSAS A

BUSINESS MODEL?


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

FEEL. MAYA ANGELOU


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A WOMANS DREAMCLOSET

ZAPPOSKENTUCKY WAREHOUSE


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10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS

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 BE RARE.

REALIZE THAT ITS OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUREMPLOYEES.

DONT MEASURE CALL TIMES, DONT FORCE EMPLOYEES TO UPSELL, AND DONT USE SCRIPTS.

DONT HIDE YOUR 1-800 NUMBER. ITS 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 YOURE SEEKING TO MINIMIZE.

HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOWEXPERIENCES TO EVERYONE IN THE COMPANY. FIND AND HIRE PEOPLE WHO AREALREADY PASSIONATEABOUT CUSTOMER SERVICE.

GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.


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CULTURE

#1 PRIORITY?


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RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS

CULTUREANDHIGHER PURPOSE


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


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THE CULTURE BOOKWHAT IS IT?

COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE EVERY

YEAR WHATS GOOD, WHAT DOWE NEED TO IMPROVE

STARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOSDOESNT SHIP THERE

FOR A COPY, JUST EMAIL ME [email protected]


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CORE VALUES

AT ZAPPOS1. DeliverWOW Through Service

2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. BeAdventurous, 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 Less9. Be Passionate and Determined

10. Be Humble


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CULTURE AND CUSTOMER SERVICEWORD OF MOUTH (75% REPEAT CUSTOMERS)

INVEST IN C+C MORE THAN OTHER AREAS

01 02 0603 04 05 0700 08

GrossSales$

MM

$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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BEST WORKPLACESVS.S&P 500

GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010


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AN EXPERIMENT INHAPPINESSAS A

BUSINESS MODEL

LESSONS LEARNED:

1. COMMITMENT2. CORE VALUES

3. TRANSPARENCY

4. VISION

5. RELATIONSHIPS6. THE RIGHT TEAM

AND CAN THEY BE

APPLIED TO YOU?

HOW?


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1. COMMITMENTHOW IMPORTANT TO YOU?

DO YOU WANT TO BUILD A LONG-TERM,SUSTAINABLE BRAND?

ARE YOU WILLING TO COMMIT FINANCES,

RESOURCES, AND TIME TO IT?

HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR AMONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?


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2. DEFINE

YOUR COREVALUES

ITS HARD, SO START EARLY.

WHAT ARE YOUR COMPANYS COREVALUES?

WHAT ARE YOUR PERSONAL COREVALUES?

DO THEY ALIGN?

CO O


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3. COMMIT TO

BE REAL. BE YOURSELF.

WHEN PEOPLE ARE, THERES LESS TOFEAR.

(WHILE SAVING TIME, EFFORT ANDANXIETY)

WORK | LIFE INTEGRATIONEXAMPLES:

VENDOR EXTRANETTWITTER.ZAPPOS.COM

ASK ANYTHINGTOURS & MEDIA VISITS

ZAPPOS INSIGHTS

VISION


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4. VISION

DOES IT HAVE MEANINGAND PASSION BEHINDIT?

DOES IT INSPIRE (VS.MOTIVATE)?

CHASE THE VISION,

NOT THE PAPER.

-


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FOREMPLOYEES*WHATS THE LARGERVISION AND GREATERPURPOSE IN THEIR

WORK BEYONDMONEY OR PROFITS?

FOR

ENTREPRENEURSWHAT WOULD YOU BEPASSIONATE ABOUTDOING IF YOU DIDNTFEAR FAILURE ANDDIDNT MAKE ANYMONEY FOR 10 YEARS?

71% EMPLOYEES IN THEU.S. DISENGAGED

$300B LOST IN

PRODUCTIVITY FROMDISENGAGEMENT

-

GALLUP 2008, 2011

5 BUILD


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5. BUILD

RELATIONSHIPSITS NOT ABOUT NETWORKING OR MARKETING.ITS ABOUT CONNECTEDNESS.

IF YOURE INTERESTED, YOU DONT HAVE TOTRY TO BE INTERESTING.

IF THE PERSON YOURE TALKING TO ISNTLISTENING, BE PATIENT. MAYBE HE HAS A SMALL

PIECE OF FLUFF IN HIS EAR.

-

6 BUILD THE


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6. BUILD THE

RIGHT TEAMHIRE SLOWLY.

FIRE QUICKLY.

HIRE BASED ONVALUES.


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THATS GREAT BUTITLL NEVER WORKFOR MEOR MY COMPANY

HOLD THAT THOUGHT.


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SOME FRAMEWORKSLEARNED ALONG THE WAY

WHAT DOES THE

SCIENCE OF HAPPINESSHAVE TO TELL US?

SOME DATA AND FRAMEWORKS

LEARNED ALONG THE WAY

TOP 5 I WISHES IN LIFE


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SOME FRAMEWORKSLEARNED ALONG THE WAY

TOP 5 I WISH ES IN LIFE

- BRONNIE WARETOP 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 TRUETOMYSELF,NOT THE LIFE

OF WHATOTHERSEXPECTED

I WISHI HAD

#1

THE ELEMENTS OF HAPPINESS


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NATUREGENETICS

NURTUREENVIRONMENTCIRCUMSTANCES

50%

10%

NORMDAY TO DAYDECISIONS >>

ACTIONS40%

CONTRO

L

ADAPTED FROM SONJA LYUBORMIRSKYSTHE HOW OF HAPPINESS



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NORMDAY TO DAYDECISIONS

>>ACTIONS

50%

10%

40%

CONTRO

L

NATUREGENETICS

SUSTAINABLEHAPPINESS

90%


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HAPPINESS FRAMEWORK 2

MASLOW

S HIERARCHY


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MIHLYCSKSZENTMIHLYI


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IF RESEARCH SHOWS


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S C S O S

VISIONMEANING

HIGHER PURPOSE

LEADS TO HAPPINESS

HOW DOES THAT APPLYTO YOU AND YOUR

COMPANY?


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HOW DO WE TURNSUPERBADINTO

SUPERGOOD?

LABOR DAY


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O2009

FIRSTTHERE WAS A BOOK


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400,000+ COPIES SOLD18+LANGUAGES/COUNTRIES

2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & 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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DELIVERING


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DELIVERING

HAPPINESS

IS A MOVEMENTTHAT HAPPENS

TO HAVE A BOOK

- SETHGODIN

FIRSTTHERE WAS A

BOOK


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THEN THERE WAS ABUS TOUR

BOOK

WE HEARD FROM AROUND THE WORLD


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UNIFIEDBY THE

SAMEVISION

NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB

HAPPINESS

NOWTHE MOVEMENT


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TO SPREADAND INSPIREHAPPINESS IN THE WORLD

SCIENTIFICSENSEBUSINESS SENSE

HUMAN SENSE

HOW? The 3 Cs.


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HAPPIER COMPANIES


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PAY HAPPINESS FORWARD.100% of net profits to the

Happiness Movement

HAPPIERCOMMUNITIES


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HAPPIER CITIES

REVITALIZING

DOWNTOWN VEGAS


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C/C/C = HAPPIER WORLD

In 105 countries today...(and growing)


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THATS GREAT BUT ITLLNEVERWORK FOR ME

HAPPINESS in theWORKPLACE


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SALES 37%PRODUCTIVITY31%

ACCURACY 19%______________________________________

TURNOVERENGAGEMENT

CREATIVITY

PROFITS

STUDIES FROM THEHARVARD BUSINESS REVIEW,

JAN-FEB 2012 ISSUE

WORKPLACE

NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS

WHAT MATTERS ISALIGNMENT AND


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NOT THE ACTUAL CORE VALUES THATMATTER

ALIGNMENT ANDCOMMITMENT

IMAGINE:SUPERBAD


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SUPERGOOD.

WITHGENERATIONAL ADVANCES

TECHNOLOGYOUR 90% CONTROL


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PSYCHOLOGISTSACADEMIA

SCIENTISTS

ECONOMISTSGOVERNMENTS

UNITED NATIONS

IN THE WORKPLACECOMMUNITY

EVERYDAY LIFE

LIKE THE4 MINUTE MILE

CHANGE THEWORLD IN WAYS

WE NEVERTHOUGHT POSSIBLE

HAPPINESS

{NOT A PIPEDREAM ANYMORE

}


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FOR A CULTURE BOOK ORCOPY OF THE PRESENTATION

[email protected]

JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

TOGETHER


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Genentech Jenn Lim Delivering Happiness