Você está na página 1de 73

WOMEN BUSINESS LEADERS FOUNDATION

03.15.12 LAS VEGAS, NV JENN LIM


CEO & CHIEF HAPPINESS OFFICER

TAKE A MOMENT TO THINK

WHAT ARE YOUR GOALS IN LIFE

WHAT IS YOUR GOAL IN LIFE?

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.


YET WERE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
WHEN I GET _____, ILL BE HAPPY WHEN I ACHIEVE _____, ILL BE HAPPY LOTTERY WINNERS TERMINALLY INJURED OR DISABLED

(EVEN HOMER)

REFLECTION
WHY AM I SO PASSIONATE ABOUT HAPPINESS?

HOW DID I GET HERE

GO BEARS!

INTERNET CONSULTANT

LAYOFF LOSER LOSS

MT. KILI

ZAPPOS CONSULTANT

GREEN FIELD Explored and Prioritized

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 WOMANS 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 COMPANYS 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 ITS OK TO FIRE EMPLOYEES.

CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR

DONT MEASURE CALL TIMES, DONT FORCE EMPLOYEES TO UPSELL, AND DONT
YOUR EMPLOYEES AS WELL.

USE SCRIPTS.

DONT HIDE YOUR 1-800 NUMBER. ITS A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO
VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT AN EXPENSE YOURE 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.

#1 PRIORITY?

CULTURE

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 THE CULTURE BOOK BOOK

THE CULTURE BOOK WHAT IS IT?


COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE EVERY YEAR WHATS GOOD, WHAT DO WE NEED TO IMPROVE

STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO


JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESNT SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM

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

$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

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

HOW

AND CAN THEY BE APPLIED TO YOU?

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


ITS HARD, SO START EARLY. WHAT ARE YOUR COMPANYS CORE VALUES? WHAT ARE YOUR PERSONAL CORE VALUES? DO THEY ALIGN?

3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERES 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

4. VISION
DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)?

CHASE THE VISION, NOT THE PAPER.


-

FOR EMPLOYEES
WHATS THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

FOR ENTREPRENEURS
WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDNT FEAR FAILURE AND DIDNT MAKE ANY MONEY FOR 10 YEARS?

5. BUILD RELATIONSHIPS
ITS NOT ABOUT NETWORKING OR MARKETING. ITS ABOUT CONNECTEDNESS. IF YOURE INTERESTED, YOU DONT HAVE TO TRY TO BE INTERESTING. IF THE PERSON YOURE TALKING TO ISNT 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.

MURMURATION

THATS GREAT BUT ITLL 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.

WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?

SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY LEARNED ALONG THE WAY

HAPPINESS FRAMEWORK 2

MASLOWS HIERARCHY

MIHLY CSKSZENTMIHLYI

MOST LONG-TERM, FULFILLING HAPPINESS

HIGHER PURPOSE AND MEANING


BEING PART OF SOMETHING BIGGER THAN SELF

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

320,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES


2010 BEST OF LISTS
AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB

#1 BESTSELLER LISTS

WHOA.

NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS

I CAN BE A CMP!

THEN,

THE BUS TOUR

BEFORE

AFTER

DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK
- SETH
GODIN

FIRSTTHERE WAS A

BOOK

THEN THERE WAS A

BUS TOUR

WE HEARD FROM AROUND THE WORLD


NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB

UNIFIED BY THE SAME VISION

HAPPINESS

NOWTHE MOVEMENT

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE

Inspiration
Live passionately. Inspire and Be Inspired.

Community
Connect people who want a purposeful life.

Education
Teach and empower each other.

Experiences
Create meaningful moments together.

Sohow do you fuel a movement?

DH + DH@WORK
COMMUNITY + GLOBAL PARTNERS

Community Partners

A network around the world, growing the movement with community and workplaces

Merch with a Mission


Spread happiness with goods from the DH:shop

shop.deliveringhappiness.com

AND DH

HAPPINESS NUDGED TODAY

Community Partners

95 COUNTRIES (49%) 1100 CITIES (33%)

DELIVERING HAPPINESS EOY 2012

2/3 OF THE WORLD NUDGED


A WORLD OF SUSTAINABLE HAPPINESS
AT WORK, COMMUNITY AND EVERYDAY LIFE

THATS GREAT BUT ITLL NEVER WORK FOR ME

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

IMAGINE: SUPERBAD

SUPERGOOD.

WITH
GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS

ITS NOT A PIPEDREAM ANYMORE

FOR A CULTURE BOOK OR COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT!


DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

To apply for VHP status: BIT.LY/VHPinvite

TOGETHER, LETS

Você também pode gostar