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BUW

JAN 22 2013 DORTMUND, GERMANY

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

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

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

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

71% EMPLOYEES IN THE U.S. DISENGAGED $300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT
-

GALLUP 2008, 2011

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.

THATS GREAT BUT ITLL NEVER WORK FOR ME OR MY COMPANY

HOLD THAT THOUGHT.

WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?

LEARNED ALONG THE WAY

SOME DATA AND FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY

TOP 5 I WISHES IN LIFE

#1 THE
COURAGE TO LIVE TRUE

NOT WORKED SO HARD THE COURAGE TO EXPRESS MY FEELINGS.

TO MYSELF,
NOT THE LIFE OF WHAT OTHERS EXPECTED

I WISH I HAD
STAYED IN TOUCH WITH

LET MYSELF BE

HAPPIER
FRIENDS

SOME FRAMEWORKS LEARNED ALONG THE WAY

- BRONNIE WARE TOP 5 REGRETS OF DYING

THE ELEMENTS OF HAPPINESS


NORM

40%
CONTROL

DAY TO DAY DECISIONS >> ACTIONS

10% 50%

ENVIRONMENT CIRCUMSTANCES

NURTURE

NATURE
GENETICS

ADAPTED FROM SONJA LYUBORMIRSKYS THE HOW OF HAPPINESS

THE ELEMENTS OF HAPPINESS


NORM DAY TO DAY
DECISIONS >> ACTIONS

40%
CONTROL

10% 50%

SUSTAINABLE HAPPINESS NATURE


GENETICS

90%

HAPPINESS FRAMEWORK 2

MASLOWS HIERARCHY

MIHLY CSKSZENTMIHLYI

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

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

SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

HOW? The 3 Cs.

HAPPIER COMPANIES

HAPPIER COMMUNITIES

PAY HAPPINESS FORWARD.


100% of net profits to the Happiness Movement

HAPPIER CITIES

REVITALIZING DOWNTOWN VEGAS

C/C/C = HAPPIER WORLD

In 105 countries today... (and growing)

THATS GREAT BUT ITLL NEVER WORK FOR ME

HAPPINESS in the WORKPLACE


SALES 37% PRODUCTIVITY31% ACCURACY 19%
______________________________________

TURNOVER ENGAGEMENT CREATIVITY PROFITS

STUDIES FROM THE HARVARD BUSINESS REVIEW, JAN-FEB 2012 ISSUE

NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER

WHAT MATTERS IS ALIGNMENT AND COMMITMENT

IMAGINE: SUPERBAD

SUPERGOOD.

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

JENN@DELIVERINGHAPPINESS.COM
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!

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