IGNITED

JUNE 21 2012 EL SEGUNDO, CA

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

ZAPPOS
CONSULTANT

LAYOFF
LOSER
LOSS

GREEN FIELD
Explored and Prioritized

MT. KILI

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.

FIRE CUSTOMERS

REALIZE THAT ITS OK TO

EMPLOYEES.

DONT MEASURE CALL TIMES, DONT FORCE EMPLOYEES TO UPSELL, AND

SCRIPTS.
DONT HIDE

WHO ARE INSATIABLE OR ABUSE YOUR

DONT USE

YOUR 1-800 NUMBER. ITS 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 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
THE
CULTURE
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

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

CUSTOMER SERVICE

AND
WORD OF MOUTH (75% REPEAT CUSTOMERS)
INVEST IN C+C MORE THAN OTHER AREAS

$1,000

Gross Sales $MM

800

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

HOW

LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
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?

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?

EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.CO
M
ASK ANYTHING
TOURS & MEDIA
VISITS

4. VISION
DOES IT HAVE
MEANING AND
PASSION BEHIND IT?
DOES IT INSPIRE
(VS. MOTIVATE)?
CHASE THE VISION,
NOT THE PAPER.
-

71% EMPLOYEES IN
THE U.S. DISENGAGED

FOR
EMPLOYEES*

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

$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?

SOME DATA AND FRAMEWORKS

SOME
FRAMEWORKS
LEARNED ALONG THE WAY

LEARNED ALONG THE WAY

TOP 5 I WISHES IN LIFE

NOT WORKED
SO HARD

1 THE

COURAGE TO
LIVE TRUE

TO
MYSELF,
NOT THE LIFE
OF WHAT
OTHERS
EXPECTED

I WISH
I HAD

THE COURAGE TO
EXPRESS MY
FEELINGS.

LET MYSELF BE
STAYED IN
TOUCH WITH

HAPPIER

FRIENDS

SOME FRAMEWORKS
LEARNED ALONG THE WAY

- BRONNIE WARE
TOP 5 REGRETS OF DYING

CONTROL

THE ELEMENTS OF HAPPINESS

NORM

40%

DAY TO DAY
DECISIONS >>
ACTIONS

10%

NURTURE

50%

ENVIRONMENT
CIRCUMSTANCES

NATURE
GENETICS

ADAPTED FROM SONJA LYUBORMIRSKYS

THE HOW OF HAPPINESS

THE ELEMENTS OF HAPPINESS

CONTROL

40%
10%
50%

NORM

DAY TO DAY
DECISIONS
>>
ACTIONS

100% CONTROL
100%CHOICE
>>
SUSTAINABLE
HAPPINESS

HAPPINESS FRAMEWORK 2

MASLOWS HIERARCHY

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

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

Inspiration
Pursue passion and purpose.

Community
Connect people.

Education
Empower each other.

Experiences
Create meaningful moments together.

Sohow do you fuel a movement?

Merch with a Mission

AND DH

HAPPINESS NUDGED TODAY

Community
Partners

HAPPINESS DELIVERED IN 105 COUNTRIES

(53% of THE WORLDS COUNTRIES)

DELIVERING HAPPINESS EOY 2012

2/3 OF THE WORLD NUDGED

A WORLD OF SUSTAINABLE HAPPINESS
AT WORK, COMMUNITY AND EVERYDAY LIFE

THATS GREAT BUT ITLL

NEVER WORK FOR ME

HAPPINESS @WORK
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

WITH
GENERATIONAL ADVANCES
TECHNOLOGY
OUR 40% CONTROL
PSYCHOLOGISTS
ACADEMIA
SCIENTISTS
ECONOMISTS
GOVERNMENTS
UNITED NATIONS
IN THE WORKPLACE
COMMUNITY
EVERYDAY LIFE

CHANGE THE
WORLD WITH

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

To apply for VHP status: BIT.LY/VHPinvite

TOGETHER,
LETS

Q&A

WHAT NEXT
THOUGHTS
FOR SABRE

STATE OF THE INDUSTRY

INTERNET
VIRTUAL STAFFING

ECONOMY
DOWNSIZING

NEW TECH
COMPETITION

SURVIVAL

WHERE TO BEGIN?

HOW HAPPY@WORK
ARE YOU TODAY?

FREE TOOLS ON OUR

WEBSITE:
HAPPINESS@WORK
ASSESSMENT (TAKE IT
AND SHARE WITH 4 COWORKERS)
ROI CALCULATOR

DEFINE/REFINE
CORE VALUES

HAPPINESS FRAMEWORK
{

}
WHATS YOUR 40%

HAPPINESS FRAMEWORK

WHATS YOUR GROWTH

HAPPINESS FRAMEWORK

}
WHATS YOUR PEC

HAPPINESS FRAMEWORK

WHATS YOUR HIGHER PURPOSE

THANK YOU!

FOR A CULTURE BOOK OR

COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT

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

To apply for VHP status: BIT.LY/VHPinvite