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VALOR ECONOMICO | NEXTEL
SAO PAULO, BRAZIL
DEC 04 2012
JENN LIM
CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE
WHAT IS YOUR GOAL IN LIFE?
• “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.
REFLECTION
HOW DID
I GET HERE
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
GO
BEARS! INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
MT. KILI
GREEN FIELD
Explored and Prioritized
ZAPPOS
CONSULTANT
ROCK
BOTTOM
REAL
LOSS
CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESS AS A
BUSINESS MODEL?
“PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID,
BUT PEOPLE WILL NEVER FORGET HOW
YOU MADE THEM
FEEL.” — MAYA ANGELOU
“A WOMAN‟S DREAM
CLOSET…”
ZAPPOS KENTUCKY WAREHOUSE
EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES CULTURE
PERSONAL
EMOTIONAL
CONNECTION
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.
CULTURE
#1 PRIORITY?
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE AND HIGHER PURPOSE
HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK
THE CULTURE BOOK THE CULTURE BOOK
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 [email protected]
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
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
ale
s $
MM
$1,000
800
600
400
200
NOV „09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010
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 ?
1. COMMITMENT HOW 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 A
MONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?
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?
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
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?
71% EMPLOYEES IN THE
U.S. DISENGAGED
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
-
GALLUP 2008, 2011
4. VISION
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.” -
6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES.
THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY…
HOLD THAT THOUGHT.
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
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
THE ELEMENTS OF HAPPINESS
NATURE GENETICS
NURTURE ENVIRONMENT
CIRCUMSTANCES
50%
10%
NORM DAY TO DAY
DECISIONS >> ACTIONS
40%
CO
NT
RO
L
ADAPTED FROM SONJA LYUBORMIRSKY‟S THE HOW OF HAPPINESS
MIHÁLY
CSÍKSZENTMIHÁLYI
IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND YOUR
COMPANY?
HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
LABOR DAY 2009
FIRST… THERE WAS A BOOK
400,000+ COPIES SOLD
18+ 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.
I CAN BE
A CMP!
THEN,
THE BUS TOUR…
THEN THERE WAS A
BUS TOUR
FIRST…THERE WAS A
BOOK
WE HEARD FROM AROUND THE WORLD
UNIFIED BY THE
SAME VISION
NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HOW? The 3 C‟s.
C/C/C = HAPPIER WORLD
In 105 countries today...
(and growing)
THAT‟S GREAT BUT IT‟LL
NEVER WORK FOR ME…
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%
______________________________________
TURNOVER ENGAGEMENT CREATIVITY PROFITS
STUDIES FROM THE
HARVARD BUSINESS REVIEW,
JAN-FEB 2012 ISSUE
HAPPINESS in the
WORKPLACE
WITH… GENERATIONAL ADVANCES
TECHNOLOGY
OUR 90% CONTROL
PSYCHOLOGISTS
ACADEMIA
SCIENTISTS
ECONOMISTS
GOVERNMENTS
UNITED NATIONS
IN THE WORKPLACE
COMMUNITY
EVERYDAY LIFE
LIKE THE
4 MINUTE MILE
CHANGE THE
WORLD IN WAYS
WE NEVER
THOUGHT POSSIBLE
HAPPINESS {NOT A PIPEDREAM ANYMORE}
FOR A CULTURE BOOK OR COPY OF THE PRESENTATION
JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
THINK ABOUT
1. DO I (AND MY COMPANY) LIVE BY MY CORE
VALUES?
1. AM I BEING TRUE TO MYSELF (AND NOT WHAT
OTHERS EXPECT OF ME)?
2. DO I (AND MY COMPANY) THRIVE ON PASSION
AND PURPOSE?
THEN DO.
BY DOING, WE CAN
BY DOING, WE WILL NUDGE OUR
WORLD TO A HAPPIER PLACE
THANK YOU!