IGNITEDJUNE 21 2012 – EL SEGUNDO, CA

JENN LIMCEO & 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 PREDICTINGWHAT CAN SUSTAIN IT.

REFLECTION

HOW DID I GET HERE?

WHY AM I SO PASSIONATE ABOUT HAPPINESS?

GO BEARS!

INTERNETCONSULTANT

LAYOFFLOSERLOSS

MT. KILI

GREEN FIELDExplored and Prioritized

ZAPPOSCONSULTANT

ROCK BOTTOM

REALLOSS

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…”

ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE

EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE

PERSONAL EMOTIONAL CONNECTION

10 WAYS TO INSTILL CUSTOMER SERVICEEXCERPTED 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 ANDHIGHER 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 BOOKWHAT 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 TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE

FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM

CORE VALUES AT ZAPPOS

1. Deliver WOW Through Service2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication

7. Build a Positive Team and Family Spirit8. Do More with Less

9. Be Passionate and Determined10. Be Humble

CULTURE AND CUSTOMER SERVICEWORD 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.COMMITMENT2.CORE VALUES

3.TRANSPARENCY4.VISION

5.RELATIONSHIPS6.THE RIGHT TEAM

AND CAN THEY BEAPPLIED 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 VALUESIT’S HARD, SO START EARLY.

WHAT ARE YOUR COMPANY’S CORE VALUES?

WHAT ARE YOUR PERSONAL CORE VALUES?

DO THEY ALIGN?

EXAMPLES:VENDOR EXTRANET

TWITTER.ZAPPOS.COM

“ASK ANYTHING”TOURS & MEDIA

VISITSZAPPOS INSIGHTS

4. VISIONDOES IT HAVE MEANING AND PASSION BEHIND IT?

DOES IT INSPIRE (VS. MOTIVATE)?

“CHASE THE VISION, NOT THE PAPER.”

-

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

5. BUILD RELATIONSHIPSIT’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 HAPPINESSHAVE 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 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 TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED

I WISH I HAD…

#1

THE ELEMENTS OF HAPPINESS

NATUREGENETICS

NURTUREENVIRONMENT

CIRCUMSTANCES

50%

10%

NORMDAY TO DAY

DECISIONS >>ACTIONS

40%

CO

NTR

OL

ADAPTED FROM SONJA LYUBORMIRSKY’STHE HOW OF HAPPINESS

THE ELEMENTS OF HAPPINESS

NORMDAY TO DAYDECISIONS

>>ACTIONS

50%

10%

40%

CO

NTR

OL

100% CONTROL100%CHOICE

>>SUSTAINABLE

HAPPINESS

HAPPINESS FRAMEWORK 2MASLOW’S HIERARCHY

IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

HOW DOES THAT APPLY TO YOU AND

YOUR COMPANY?

HOW DO WE TURN SUPERBADINTOSUPERGOOD?

LABOR DAY 2009

FIRST…THERE WAS A BOOK

400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES

2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS

WHOA.

I CAN BE A CMP!

THEN, THE BUS TOUR…

BEFORE AFTER

“DELIVERING HAPPINESS

IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”

- SETH GODIN

THEN THERE WAS A BUS TOUR

FIRST…THERE WAS A BOOK

WE HEARD FROM AROUND THE WORLD

UNIFIEDBY THE SAME

VISION

NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB

HAPPINESS

NOW…THE MOVEMENT

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

SCIENTIFIC SENSEBUSINESS SENSE

HUMAN SENSE

InspirationPursue passion and purpose.

CommunityConnect people.

EducationEmpower each other.

ExperiencesCreate meaningful moments together.

So…how do you fuel a movement?

Merch with a Mission

AND DH

HAPPINESS NUDGED TODAY…

Community

Partners

HAPPINESS DELIVERED IN 105 COUNTRIES (53% of THE WORLD’S COUNTRIES)

A WORLD OF SUSTAINABLE HAPPINESSAT WORK, COMMUNITY AND EVERYDAY LIFE

DELIVERING HAPPINESS EOY 2012

2/3 OF THE WORLD NUDGED

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

SALES 37%

PRODUCTIVITY31%

ACCURACY 19%______________________________________

TURNOVERENGAGEMENT CREATIVITYPROFITS

STUDIES FROM THEHARVARD BUSINESS REVIEW,

JAN-FEB 2012 ISSUE

HAPPINESS @WORK

NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS

NOT THE ACTUAL CORE VALUES THAT MATTER

WHAT MATTERS IS ALIGNMENT AND COMMITMENT

WITH…GENERATIONAL ADVANCES

TECHNOLOGYOUR 40% CONTROL

PSYCHOLOGISTSACADEMIA

SCIENTISTSECONOMISTS

GOVERNMENTSUNITED NATIONS

IN THE WORKPLACECOMMUNITY

EVERYDAY LIFE

CHANGE THEWORLD WITH

HAPPINESS

{NOT A PIPEDREAM ANYMORE}

FOR A CULTURE BOOK OR COPY OF THE PRESENTATION

JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

To apply for VHP status: BIT.LY/VHPinvite

TOGETHER, LET’S

Q&A

‘WHAT NEXT’THOUGHTS FOR SABRE

STATE OF THE INDUSTRY

INTERNETVIRTUAL STAFFING

ECONOMYDOWNSIZING

NEW TECHCOMPETITION

SURVIVAL

WHERE TO BEGIN?

HOW HAPPY@WORK ARE YOU TODAY?

FREE TOOLS ON OUR WEBSITE:

HAPPINESS@WORK ASSESSMENT (TAKE IT AND SHARE WITH 4 CO-WORKERS)

ROI CALCULATOR

DEFINE/REFINECORE VALUES

HAPPINESS FRAMEWORK

{ }WHAT’S YOUR 40%

{ }WHAT’S YOUR GROWTH

HAPPINESS FRAMEWORK

{ }WHAT’S YOUR PEC

HAPPINESS FRAMEWORK

{ }WHAT’S YOUR HIGHER PURPOSE

HAPPINESS FRAMEWORK

FOR A CULTURE BOOK OR COPY OF THE PRESENTATION

JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

To apply for VHP status: BIT.LY/VHPinvite

THANK YOU!