ENTREPRENEURS ORGANIZATION - AMSTERDAM SEPT 16 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER

RESEARCH SHOWS WERE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS

TAKE A MOMENT TO THINK

WHAT ARE YOUR GOALS IN LIFE

WHAT IS YOUR GOAL IN LIFE?

AS HUMANS, OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WERE SUPERBAD AT IT

EXAMPLES:

DAN GILBERTS RESEARCH

WHEN I GET _____, ILL BE HAPPY WHEN I ACHIEVE _____, ILL BE HAPPY LOTTERY WINNERS TERMINALLY INJURED OR DISABLED

A LITTLE BIT ABOUT ME

NOT REALLY THE POSTER CHILD OF HAPPINESS

REFLECTION
WHY AM I SO PASSIONATE ABOUT HAPPINESS?

HOW DID I GET HERE

GO BEARS!

INTERNET CONSULTANT

LAYOFF LOSER

MT. KILI

ZAPPOS CONSULTANT

GREEN FIELD
EXPLORED AND PRIORITZED

CEO & CHO

CHIEF HAPPINESS OFFICER

OF DELIVERING HAPPINESS

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 SERVICE COMPANY THAT HAPPENS TO SELL

TOP 100 BEST COMPANIES TO WORK FOR

SHOES CLOTHES ACCESSORIES

DOES IT EVEN MATTER?

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.

REALIZE THAT ITS OK TO FIRE EMPLOYEES.

CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR

USE SCRIPTS.

DONT MEASURE CALL TIMES, DONT FORCE EMPLOYEES TO UPSELL, AND DONT YOUR EMPLOYEES AS WELL.

DONT HIDE YOUR 1-800 NUMBER. ITS A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO
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

HOW IS CULTURE #1 PRIORITY?

HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 OFFER TO QUIT ZAPPOS CULTURE BOOK

THE CULTURE THE 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

FOR A FREE COPY SEND ME YOUR MAILING ADDRESS JENN@DELIVERINGHAPPINESS.COM

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 AND CUSTOMER SERVICE

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

$1,000

800

Gross Sales $MM

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

RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS

CULTURE AND HIGHER PURPOSE

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

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.

WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?

SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY LEARNED ALONG THE WAY

HAPPINESS FRAMEWORK 2

MASLOWS HIERARCHY

MIHLY CSKSZENTMIHLYI

MOST LONG-TERM, FULFILLING HAPPINESS

HIGHER PURPOSE AND MEANING

BEING PART OF SOMETHING BIGGER THAN SELF

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

320,000+ 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 CAN BE A CMP!

THEN,

THE BUS TOUR

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

WE HEARD FROM AROUND THE WORLD

NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB

UNIFIED BY THE SAME VISION

HAPPINESS

RAHs

RANDOM ACTS OF HAPPINESS

COMMUNITY INTERACTION VHPs & TOWN HALLS

OTHER EXAMPLES OF THE DH MOVEMENT

HAPPIER WORKPLACES AND COMMUNITIES DH@WORK CULTURE BOOK CREATION
STORE INSPIRATIONAL GOODS AND GEAR CONTENT INSPIRATIONAL VIDEOS, BLOG & STORIES PhD PROGRAM PURSUIT OF HAPPINESS DAY

COMMUNITY INTERACTION VHPs & TOWN HALLS

WHAT IS DH? GLOBAL MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
COMPANY WITH A CAUSE SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE HAPPINESS AS A MODEL IN BUSINESS & LIFE

ICEE
INSPIRE CONNECT EDUCATE EXPERIENCE

THATS GREAT BUT ITLL NEVER WORK FOR ME

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

DH CHALLENGE

DARE TO BE
TRUE TO YOURSELF PASSIONATE & PURPOSEFUL ORDINARY IN AN IMPERFECT WORLD HAPPY

TOGETHER, LETS

THANK YOU

JOIN THE MOVEMENT!

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