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GOOD MORNING STOCKHOLM11.17.11
JENN LIMCEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
WHAT ARE YOUR GOALS 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
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 HAPPINESS REALLY BE USED AS
A MODEL IN BUSINESS AND LIFE
?
“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
CUSTOMER EXPERIENCE
PERSONAL EMOTIONAL CONNECTION
CULTURE
#1 PRIORITY?
MUMURATION IN STARLINGS(VIDEO)
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
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.
THE CULTURE BOOK
THE CULTURE BOOK
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
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
SOME FRAMEWORKS LEARNED ALONG THE WAY…
SO WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME FRAMEWORKS LEARNED ALONG THE WAY…
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
18 LANGUAGESNYTIMES BESTSELLERWSJ BESTSELLER
IT STARTED AS A BOOK
I CAN BE A CMP!
THEN IT BECAME ABUS TOURBUS TOUR
CROSS-COUNTRY23-CITIESTHREE-AND-A-HALF MONTHS
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
INSPIRATIONLIVE PASSIONATELY. INSPIRE AND BE INSPIRED.
COMMUNITYCONNECT PEOPLE WHO WANT A PURPOSEFUL LIFE.
EDUCATIONTEACH AND EMPOWER EACH OTHER.
EXPERIENCESCREATE MEANINGFUL MOMENTS TOGETHER.
DH + DH@WORKCOMMUNITY + GLOBAL PARTNERS
A WORLD OF HAPPINESS AS A MODEL AT WORK, COMMUNITY AND EVERYDAY LIFE
JOIN THE MOVEMENT!FOR A CULTURE BOOK OR
COPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COM
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
To apply for VHP status: BIT.LY/VHPinvite
TOGETHER, LET’S
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