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ENTREPRENEURS ORGANIZATION - AMSTERDAM
SEPT 16 2011
JENN LIM
CEO AND CHIEF HAPPINESS OFFICER
RESEARCH SHOWS
WE‟RE 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 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
A LITTLE BIT ABOUT ME…
NOT REALLY
THE POSTER
CHILD OF
HAPPINESS
✔
✔
✖
✖
REFLECTION
HOW DID
I GET HERE
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
GO BEARS!
INTERNET
CONSULTANT
LAYOFF LOSER MT. KILI
GREEN FIELD EXPLORED
AND PRIORITZED
CEO & CHO CHIEF HAPPINESS OFFICER
OF DELIVERING HAPPINESS
ZAPPOS CONSULTANT
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
TOP 100 BEST COMPANIES TO WORK FOR
A SERVICE COMPANY THAT HAPPENS TO SELL…
SHOES CLOTHES
ACCESSORIES DOES IT EVEN MATTER?
“A WOMAN‟S 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 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?
HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK
THE CULTURE BOOK THE CULTURE BOOK
THE CULTURE BOOK WHAT IS IT?
COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A FREE COPY – SEND ME YOUR MAILING ADDRESS [email protected]
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
‘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
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE AND HIGHER PURPOSE
AN EXPERIMENT IN
HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. RELATIONSHIPS
6. THE RIGHT TEAM
HOW ?
THAT’S GREAT BUT IT’LL 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.
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME FRAMEWORKS LEARNED ALONG THE WAY…
HAPPINESS FRAMEWORK 2
MASLOW‟S HIERARCHY
MIHÁLY
CSÍKSZENTMIHÁLYI
HIGHER PURPOSE AND MEANING BEING PART OF
SOMETHING BIGGER THAN SELF
MOST LONG-TERM,
FULFILLING HAPPINESS
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 NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
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
UNIFIED BY THE
SAME VISION
NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB
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
THAT‟S GREAT BUT IT‟LL
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
DARE TO BE • TRUE TO YOURSELF
• PASSIONATE & PURPOSEFUL
• ORDINARY IN AN IMPERFECT
WORLD
• HAPPY
DH CHALLENGE
TOGETHER, LET‟S
THANK YOU
JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION [email protected]