FREEMAN AUGUST 24 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER

FIRST THERE WAS A BOOK

LABOR DAY 2009

(LENTICULAR)

SXSW 2010

300,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS

AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB

#1 BESTSELLER LISTS

WHOA.

NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS

I CA N BE A CMP !

THEN, THE
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BUS TOUR

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BEFORE
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AFTER

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WE HEARD FROM AROUND THE WORLD

no matter what BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS
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CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?

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A LITTLE ABOUT ME

UC BERKELEY BACHELOR OF ARTS KPMG/LIQUID THINKING INTERNET STRATEGIST FREELANCE CONSULTANT INTERNET STRATEGY WRITING GRAPHIC DESIGN ZAPPOS SPECIAL PROJECTS CONSULTANT CONSULTANT 9 YEARS SF TO VEGAS RELOCATION BRANDING AND CULTURE BOOK CREATOR (NOW ON ITS 7TH EDITION) DELIVERING HAPPINESS CEO AND CHIEF HAPPINESS OFFICER LED LAUNCH AND MANAGEMENT OF THE BOOK, TOUR AND NOW THE COMPANY/ MOVEMENT.

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PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL
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. MAYA ANGELOU

TOP 100 BEST COMPANIES TO WORK FOR

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2009 #23 2010 #15 2011 #6

A WOMANS DREAM CLOSET

ZAPPOS
KENTUCKY WAREHOUSE 21

CUSTOMER EXPERIENCE

PEC PERSONAL EMOTIONAL CONNECTION

WHAT DO CUSTOMERS EXPECT? WHAT DO CUSTOMERS ACTUALLY EXPERIENCE? WHAT EMOTIONS DO CUSTOMERS FEEL? WHAT STORIES DO THEY TELL THEIR FRIENDS? HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?
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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. REALIZE THAT ITS OK TO FIRE EMPLOYEES.

CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR USE

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

SCRIPTS. DONT HIDE 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.

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#1 PRIORITY?

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CULTURE

HOW IS CULTURE #1 PRIORITY?

HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 oer ZAPPOS CULTURE BOOK TWITTER

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HOW DID ZAPPOS BUILD THEIR CULTURE AND BRAND? HOW CAN YOU APPLY THEIR LESSONS LEARNED?

BRAND IS A LAGGING INDICATOR OF CULTURE

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1. IS IT IMPORTANT TO YOU?
DO YOU WANT TO BUILD A LONGTERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCE AND TIME TO IT? HOW HIGH A PRIORITY WILL IT BE?
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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?
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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS

CULTURE AND HIGHER PURPOSE

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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

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3. COMMIT TO
BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERES LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION
EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM ASK ANYTHING TOURS & MEDIA VISITS ZAPPOS INSIGHTS
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4. VISION
DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? CHASE THE VISION, NOT THE PAPER. 33

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

FOR ENTREPRENEURS
WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDNT FEAR FAILURE AND DIDNT MAKE ANY MONEY FOR 10 YEARS?

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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. -

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6. BUILD THE RIGHT TEAM

HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES. IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.
- AL GORE, FROM AN AFRICAN PROVERB (THATS NOT AL GORE)

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THE CULTURE THE CULTURE BOOK BOOK

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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

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CULTURE AND CUSTOMER SERVICE

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

$1,000

800

Gross Sales $MM

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200

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NOV 09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
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THATS GREAT BUT ITLL 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.

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TAKING A STEP BACK

TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?

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RESEARCH SHOWS WERE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS
EVEN THOUGH WERE HARDWIRED FOR IT
EXAMPLES: LOTTERY WINNERS WHEN I GET ___, ILL BE HAPPY WHEN I ACHIEVE ____, ILL BE HAPPY
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MIHLY CSKSZENTMIHLYI

MOST LONG-TERM, FULFILLING HAPPINESS

HIGHER PURPOSE AND MEANING

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PRONOUNCED

BEING PART OF SOMETHING BIGGER THAN SELF

ME-HIGH CHICK-SENT-ME-HIGH

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IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS

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HOW WILL THAT APPLY TO ME AND MY COMPANY?

FIRSTTHERE WAS A

BOOK

THEN THERE WAS A

BUS TOUR

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CHARITY:WATER

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DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK
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- SETH GODIN

THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS ONE OF THOSE MOMENTS WHERE YOU DECIDE YOURE EITHER GOING TO LIVE SOMETHING YOU HAVE NO UNDERSTANDING OF, OR WHETHER YOURE GOING TO STAY IN YOUR BOX AND WHAT YOURE COMFORTABLE WITH.

I FELT LIKE LIVING.

-ASHTON KUTCHER

SXSW 2011
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GLOBAL MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

COMPANY WITH A CAUSE SCIENTIFIC SENSE BUSINESS SENSE COMMON SENSE HAPPINESS AS A MODEL IN BUSINESS & LIFE
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ICEE INSPIRE CONNECT EDUCATE EXPERIENCE

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EXAMPLES OF THE DH MOVEMENT

HAPPIER WORKPLACES AND COMMUNITIES DH@WORK CULTURE BOOK CREATION PhD PROGRAM PURSUIT OF HAPPINESS DAY COMMUNITY INTERACTION VHPs & TOWN HALLS CONTENT INSPIRATIONAL VIDEOS, BLOG & STORIES STORE INSPIRATIONAL GOODS AND GEAR
FOR A COPY OF CULTURE BOOK AND/OR THIS PRESENTATION JENN@DELIVERINGHAPPINESS.COM

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THATS GREAT BUT ITLL NEVER WORK FOR ME

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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

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WHATS YOUR COMPANYS VALUES AND HIGHER PURPOSE? WHATS YOUR VALUES AND HIGHER PURPOSE?

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THANK YOU

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO FOR A CULTURE BOOK OR COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT!

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