Eo amsterdam university – delivering happiness – jenn lim 09.16.01

ENTREPRENEURS ORGANIZATION - AMSTERDAM

SEPT 16 2011

JENN LIM

CEO AND CHIEF HAPPINESS OFFICER

RESEARCH SHOWS

WE‟RE SUPERBAD AT

PREDICTING WHAT WILL

BRING US SUSTAINED

HAPPINESS

TAKE A MOMENT TO THINK…

WHAT ARE

YOUR GOALS

IN LIFE

WHAT IS YOUR GOAL IN LIFE?

AS HUMANS, OUR BRAINS

ARE HARDWIRED TO SEEK

HAPPINESS. YET WE‟RE

SUPERBAD AT IT

EXAMPLES: DAN GILBERT’S RESEARCH

• “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED

A LITTLE BIT ABOUT ME…

NOT REALLY

THE POSTER

CHILD OF

HAPPINESS

✔

✔

✖

✖

REFLECTION

HOW DID

I GET HERE

WHY AM I SO PASSIONATE

ABOUT HAPPINESS?

GO BEARS!

INTERNET

CONSULTANT

LAYOFF LOSER MT. KILI

GREEN FIELD EXPLORED

AND PRIORITZED

CEO & CHO CHIEF HAPPINESS OFFICER

OF DELIVERING HAPPINESS

ZAPPOS CONSULTANT

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

TOP 100 BEST COMPANIES TO WORK FOR

A SERVICE COMPANY THAT HAPPENS TO SELL…

SHOES CLOTHES

ACCESSORIES DOES IT EVEN MATTER?

“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?

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 FREE COPY – SEND ME YOUR MAILING ADDRESS 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

‘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

RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS

CULTURE AND HIGHER PURPOSE

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 ?

THAT’S GREAT BUT IT’LL 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.

SOME FRAMEWORKS LEARNED ALONG THE WAY…

WHAT DOES THE

SCIENCE OF HAPPINESS

HAVE TO TELL US?

SOME FRAMEWORKS LEARNED ALONG THE WAY…

HAPPINESS FRAMEWORK 2

MASLOW‟S HIERARCHY

MIHÁLY

CSÍKSZENTMIHÁLYI

HIGHER PURPOSE AND MEANING BEING PART OF

SOMETHING BIGGER THAN SELF

MOST LONG-TERM,

FULFILLING HAPPINESS

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 NYTIMES

WSJ

AMAZON

BARNES & NOBLE

BORDERS

WHOA.

I CAN BE

A CMP!

THEN,

THE BUS TOUR…

“DELIVERING

HAPPINESS

IS A MOVEMENT

THAT HAPPENS

TO HAVE A BOOK” - SETH

GODIN

WE HEARD FROM AROUND THE WORLD

UNIFIED BY THE

SAME VISION

NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB

HAPPINESS

RAHs

RANDOM

ACTS OF

HAPPINESS

COMMUNITY INTERACTION VHPs & TOWN HALLS

OTHER EXAMPLES OF THE DH MOVEMENT

HAPPIER WORKPLACES AND COMMUNITIES DH@WORK CULTURE BOOK CREATION STORE INSPIRATIONAL GOODS AND GEAR CONTENT INSPIRATIONAL VIDEOS, BLOG & STORIES PhD PROGRAM PURSUIT OF HAPPINESS DAY COMMUNITY INTERACTION VHPs & TOWN HALLS

WHAT IS DH?

GLOBAL MOVEMENT TO SPREAD

AND INSPIRE HAPPINESS

IN THE WORLD

COMPANY WITH A CAUSE

SCIENTIFIC SENSE

BUSINESS SENSE

HUMAN SENSE

HAPPINESS

AS A MODEL IN

BUSINESS & LIFE

ICEE INSPIRE CONNECT EDUCATE EXPERIENCE

THAT‟S GREAT BUT IT‟LL

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

DARE TO BE • TRUE TO YOURSELF

• PASSIONATE & PURPOSEFUL

• ORDINARY IN AN IMPERFECT

WORLD

• HAPPY

DH CHALLENGE

TOGETHER, LET‟S

THANK YOU

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

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

FOR A CULTURE BOOK OR

COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM