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