HELSINKI, FINLAND SEPTEMBER 4 2013

JENN LIMCEO & CHIEF HAPPINESS OFFICER

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS IN LIFE?

WHAT ARE YOUR GOALS IN LIFE?

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.

YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.

HOW THE HECK DID

I GET HERE?REFLECTIONWHY AM I SO PASSIONATE ABOUT HAPPINESS?

MT. KILI

GREEN FIELDExplored and

PrioritizedINTERNETCONSULTANT

LAYOFFLOSERLOSS

GO BEARS!

ZAPPOSCONSULTANT

ROCK BOTTOM REAL LOSS

TIME

HA

PPIN

ES

S

+|

OH

@#$%

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 WOMAN’S DREAM CLOSET…”

ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE

EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE

PERSONAL EMOTIONAL CONNECTION

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.

CULTURE

#1 PRIORITY?

RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS

CULTURE ANDHIGHER PURPOSE

HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK

THE CULTURE BOOKTHE CULTURE BOOK

THE CULTURE BOOKWHAT IS IT?

COMPLETELY UNEDITED

SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE

STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO

FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM

CORE VALUES AT ZAPPOS

1. Deliver WOW Through Service2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication

7. Build a Positive Team and Family Spirit8. Do More with Less

9. Be Passionate and Determined10. Be Humble

CULTURE AND CUSTOMER SERVICE$2B COMPANY

1999 – TODAY

‘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

BEST WORKPLACES VS. S&P 500

GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010

AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED:

1.COMMITMENT2.CORE VALUES

3.TRANSPARENCY4.VISION

5.RELATIONSHIPS6.THE RIGHT TEAM

AND HOW CAN THEY BE APPLIED TO YOU?

HOW ?

WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?

SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…

SOME FRAMEWORKS LEARNED ALONG THE WAY…

TOP 5 I WISH’ES IN LIFE

…THE COURAGE TO EXPRESS MY FEELINGS.

…LET MYSELF BE

HAPPIER

…NOT WORKED SO HARD

…STAYED IN TOUCH WITH

FRIENDS

…THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED

I WISH I HAD…

#1

IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

HOW DOES THAT APPLY TO YOU AND YOUR

COMPANY?

FIRST…THERE WAS A BOOK

550,000+ COPIES SOLD20+ LANGUAGES/COUNTRIES

2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE

#1 BESTSELLER LISTS

NYTIMESWSJAMAZONBARNES & NOBLEBORDERS

WHOA.

I CAN BE A CMP!

THEN, THE BUS TOUR…

“DELIVERING HAPPINESS

IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”

- SETH GODIN

THEN THERE WAS A BUS TOUR

FIRST…THERE WAS A BOOK

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

HOW? The 3 C’s.

3100 Cities

110 Countries

HAPPIER COMPANIES

HARVARD BUSINESS REVIEWJAN-FEB 2012 ISSUE

HAPPINESS in the WORKPLACE

SALES 37%

PRODUCTIVITY31%

ACCURACY 19%

CREATIVITY300%

______________________________________

TURNOVERENGAGEMENT CREATIVITYPROFITS

WHAT MATTERS IS ALIGNMENT AND COMMITMENT

HOW CAN WE HELP? ;]

FOR: QUESTIONS

CULTURE BOOKCOPY OF THE PRESENTATION

JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

•BE TRUE TO OUR WEIRD SELVES

•LIVE OUR VALUES, PASSIONS AND PURPOSE

•PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS

IMAGINE…

THANK YOU!

THEN DO.