Escolar Documentos
Profissional Documentos
Cultura Documentos
(EVEN HOMER)
REFLECTION
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
GO BEARS!
INTERNET CONSULTANT
MT. KILI
ZAPPOS CONSULTANT
PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.
MAYA ANGELOU
ZAPPOS
KENTUCKY WAREHOUSE
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.
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
#1 PRIORITY?
CULTURE
$1,000
800
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
HOW
1. COMMITMENT
HOW IMPORTANT TO YOU?
3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERES LESS TO FEAR.
4. VISION
DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)?
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. -
MURMURATION
MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN SO HOLD THAT THOUGHT.
SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY LEARNED ALONG THE WAY
HAPPINESS FRAMEWORK 2
MASLOWS HIERARCHY
MIHLY CSKSZENTMIHLYI
IF RESEARCH SHOWS
VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS
#1 BESTSELLER LISTS
WHOA.
I CAN BE A CMP!
THEN,
BEFORE
AFTER
DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK
- SETH
GODIN
FIRSTTHERE WAS A
BOOK
BUS TOUR
HAPPINESS
NOWTHE MOVEMENT
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.
DH + DH@WORK
COMMUNITY + GLOBAL PARTNERS
Community Partners
A network around the world, growing the movement with community and workplaces
shop.deliveringhappiness.com
AND DH
Community Partners
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER
IMAGINE: SUPERBAD
SUPERGOOD.
WITH
GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS
TOGETHER, LETS