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GENENTECHOCT 4 2012 BAY AREA, CA
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK
WHAT AREYOUR GOALS
IN LIFE
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WHAT IS YOUR GOAL IN LIFE?
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WHEN I GET _____, ILL BE HAPPY WHEN I ACHIEVE _____, ILL BE HAPPY LOTTERY WINNERS
TERMINALLY INJURED OR DISABLED
OUR BRAINS AREHARDWIREDTO
SEEK HAPPINESS.
YET WERE
SUPERBAD ATPREDICTINGWHAT CAN SUSTAINIT.
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REFLECTION
HOW DIDI GET HERE
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?
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GOBEARS!
INTERNETCONSULTANT
LAYOFFLOSERLOSS
MT. KILI
GREEN FIELDExplored and Prioritized
ZAPPOSCONSULTANT
ROCKBOTTOM
REALLOSS
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CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESSAS A
BUSINESS MODEL?
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PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,BUT PEOPLE WILL NEVER FORGET HOWYOU MADE THEM
FEEL. MAYA ANGELOU
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A WOMANS DREAMCLOSET
ZAPPOSKENTUCKY WAREHOUSE
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10 WAYS TO INSTILLCUSTOMER SERVICEEXCERPTED FROM DELIVERING HAPPINESS
MAKE CUSTOMER SERVICE A PRIORITY FOR THE WHOLE COMPANY, NOT JUST ADEPARTMENT. 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 PROVIDEGREAT SERVICE BECAUSE THEY ACTUALLY DO. ESCALATIONS TO A SUPERVISOR SHOULD BE RARE.
REALIZE THAT ITS OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUREMPLOYEES.
DONT MEASURE CALL TIMES, DONT FORCE EMPLOYEES TO UPSELL, AND DONT USE SCRIPTS.
DONT HIDE YOUR 1-800 NUMBER. ITS A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TOYOUR EMPLOYEES AS WELL.
VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT ANEXPENSE YOURE SEEKING TO MINIMIZE.
HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOWEXPERIENCES TO EVERYONE IN THE COMPANY. FIND AND HIRE PEOPLE WHO AREALREADY PASSIONATEABOUT CUSTOMER SERVICE.
GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.
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CULTURE
#1 PRIORITY?
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RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLEBRANDS
CULTUREANDHIGHER PURPOSE
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HOW IS CULTURE#1 PRIORITY? HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 OFFER TO QUIT ZAPPOS CULTURE BOOK
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THE CULTURE BOOKWHAT IS IT?
COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY
YEAR WHATS GOOD, WHAT DOWE NEED TO IMPROVE
STARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOSDOESNT SHIP THERE
FOR A COPY, JUST EMAIL ME [email protected]
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CORE VALUES
AT ZAPPOS1. DeliverWOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. BeAdventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. Be Humble
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CULTURE AND CUSTOMER SERVICEWORD OF MOUTH (75% REPEAT CUSTOMERS)
INVEST IN C+C MORE THAN OTHER AREAS
01 02 0603 04 05 0700 08
GrossSales$
MM
$1,000
800
600
400
200
NOV 09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION
SHARE VALUE AT THE TIME OF CLOSING
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BEST WORKPLACESVS.S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
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AN EXPERIMENT INHAPPINESSAS A
BUSINESS MODEL
LESSONS LEARNED:
1. COMMITMENT2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. RELATIONSHIPS6. THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?
HOW?
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1. COMMITMENTHOW IMPORTANT TO YOU?
DO YOU WANT TO BUILD A LONG-TERM,SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT FINANCES,
RESOURCES, AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR AMONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?
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2. DEFINE
YOUR COREVALUES
ITS HARD, SO START EARLY.
WHAT ARE YOUR COMPANYS COREVALUES?
WHAT ARE YOUR PERSONAL COREVALUES?
DO THEY ALIGN?
CO O
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3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERES LESS TOFEAR.
(WHILE SAVING TIME, EFFORT ANDANXIETY)
WORK | LIFE INTEGRATIONEXAMPLES:
VENDOR EXTRANETTWITTER.ZAPPOS.COM
ASK ANYTHINGTOURS & MEDIA VISITS
ZAPPOS INSIGHTS
VISION
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4. VISION
DOES IT HAVE MEANINGAND PASSION BEHINDIT?
DOES IT INSPIRE (VS.MOTIVATE)?
CHASE THE VISION,
NOT THE PAPER.
-
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FOREMPLOYEES*WHATS THE LARGERVISION AND GREATERPURPOSE IN THEIR
WORK BEYONDMONEY OR PROFITS?
FOR
ENTREPRENEURSWHAT WOULD YOU BEPASSIONATE ABOUTDOING IF YOU DIDNTFEAR FAILURE ANDDIDNT MAKE ANYMONEY FOR 10 YEARS?
71% EMPLOYEES IN THEU.S. DISENGAGED
$300B LOST IN
PRODUCTIVITY FROMDISENGAGEMENT
-
GALLUP 2008, 2011
5 BUILD
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5. BUILD
RELATIONSHIPSITS NOT ABOUT NETWORKING OR MARKETING.ITS ABOUT CONNECTEDNESS.
IF YOURE INTERESTED, YOU DONT HAVE TOTRY TO BE INTERESTING.
IF THE PERSON YOURE TALKING TO ISNTLISTENING, BE PATIENT. MAYBE HE HAS A SMALL
PIECE OF FLUFF IN HIS EAR.
-
6 BUILD THE
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6. BUILD THE
RIGHT TEAMHIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ONVALUES.
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THATS GREAT BUTITLL NEVER WORKFOR MEOR MY COMPANY
HOLD THAT THOUGHT.
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SOME FRAMEWORKSLEARNED ALONG THE WAY
WHAT DOES THE
SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY
TOP 5 I WISHES IN LIFE
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SOME FRAMEWORKSLEARNED ALONG THE WAY
TOP 5 I WISH ES IN LIFE
- BRONNIE WARETOP 5 REGRETS OF DYING
THE COURAGE TO
EXPRESS MY
FEELINGS.
LET MYSELF BE
HAPPIER
NOT WORKED
SO HARD
STAYED IN
TOUCH WITH
FRIENDS
THE
COURAGE TO
LIVE TRUETOMYSELF,NOT THE LIFE
OF WHATOTHERSEXPECTED
I WISHI HAD
#1
THE ELEMENTS OF HAPPINESS
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THE ELEMENTS OF HAPPINESS
NATUREGENETICS
NURTUREENVIRONMENTCIRCUMSTANCES
50%
10%
NORMDAY TO DAYDECISIONS >>
ACTIONS40%
CONTRO
L
ADAPTED FROM SONJA LYUBORMIRSKYSTHE HOW OF HAPPINESS
THE ELEMENTS OF HAPPINESS
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THE ELEMENTS OF HAPPINESS
NORMDAY TO DAYDECISIONS
>>ACTIONS
50%
10%
40%
CONTRO
L
NATUREGENETICS
SUSTAINABLEHAPPINESS
90%
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HAPPINESS FRAMEWORK 2
MASLOW
S HIERARCHY
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MIHLYCSKSZENTMIHLYI
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IF RESEARCH SHOWS
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S C S O S
VISIONMEANING
HIGHER PURPOSE
LEADS TO HAPPINESS
HOW DOES THAT APPLYTO YOU AND YOUR
COMPANY?
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HOW DO WE TURNSUPERBADINTO
SUPERGOOD?
LABOR DAY
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O2009
FIRSTTHERE WAS A BOOK
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400,000+ COPIES SOLD18+LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLE
BORDERS
WHOA.
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I CAN BE
A CMP!
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THEN,
THE BUS TOUR
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BEFORE AFTER
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DELIVERING
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DELIVERING
HAPPINESS
IS A MOVEMENTTHAT HAPPENS
TO HAVE A BOOK
- SETHGODIN
FIRSTTHERE WAS A
BOOK
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THEN THERE WAS ABUS TOUR
BOOK
WE HEARD FROM AROUND THE WORLD
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UNIFIEDBY THE
SAMEVISION
NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB
HAPPINESS
NOWTHE MOVEMENT
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TO SPREADAND INSPIREHAPPINESS IN THE WORLD
SCIENTIFICSENSEBUSINESS SENSE
HUMAN SENSE
HOW? The 3 Cs.
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HAPPIER COMPANIES
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PAY HAPPINESS FORWARD.100% of net profits to the
Happiness Movement
HAPPIERCOMMUNITIES
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HAPPIER CITIES
REVITALIZING
DOWNTOWN VEGAS
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C/C/C = HAPPIER WORLD
In 105 countries today...(and growing)
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THATS GREAT BUT ITLLNEVERWORK FOR ME
HAPPINESS in theWORKPLACE
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SALES 37%PRODUCTIVITY31%
ACCURACY 19%______________________________________
TURNOVERENGAGEMENT
CREATIVITY
PROFITS
STUDIES FROM THEHARVARD BUSINESS REVIEW,
JAN-FEB 2012 ISSUE
WORKPLACE
NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS
WHAT MATTERS ISALIGNMENT AND
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NOT THE ACTUAL CORE VALUES THATMATTER
ALIGNMENT ANDCOMMITMENT
IMAGINE:SUPERBAD
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SUPERGOOD.
WITHGENERATIONAL ADVANCES
TECHNOLOGYOUR 90% CONTROL
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PSYCHOLOGISTSACADEMIA
SCIENTISTS
ECONOMISTSGOVERNMENTS
UNITED NATIONS
IN THE WORKPLACECOMMUNITY
EVERYDAY LIFE
LIKE THE4 MINUTE MILE
CHANGE THEWORLD IN WAYS
WE NEVERTHOUGHT POSSIBLE
HAPPINESS
{NOT A PIPEDREAM ANYMORE
}
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FOR A CULTURE BOOK ORCOPY OF THE PRESENTATION
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
TOGETHER
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Let
s