Delivering happiness jenn lim - eo amsterdam 9.14.11
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ENTREPRENEURS ORGANIZATION - AMSTERDAM
SEPT 14 2011
JENN LIM
CEO AND CHIEF HAPPINESS OFFICER
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FIRST…
THERE WAS A BOOK
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LABOR DAY 2009
(LENTICULAR)
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SXSW 2010
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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 NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
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THEN, THE BUS TOUR
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BEFORE 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.”
MAYA ANGELOU
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2009 #23 2010 #15 2011 #6
TOP 100 BEST COMPANIES TO WORK FOR
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“A WOMAN‟S DREAM CLOSET…”
ZAPPOS KENTUCKY WAREHOUSE
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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 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.
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#1 PRIORITY?
CULTURE
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HOW IS CULTURE #1 PRIORITY?
5 WEEKS OF TRAINING
ZAPPOS CULTURE BOOK
$4000 offer
HIRING FOR CULTURE
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BRAND IS A LAGGING INDICATOR OF CULTURE
HOW DID ZAPPOS BUILD THEIR
CULTURE AND BRAND?
HOW CAN YOU
APPLY THEIR LESSONS LEARNED?
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1. IS IT IMPORTANT TO YOU? DO YOU WANT TO BUILD A LONG-TERM, 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 IT’S HARD, SO START EARLY. WHAT ARE YOUR COMPANY’S 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, THERE’S 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.” -
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FOR EMPLOYEES
WHAT’S THE LARGER
VISION AND GREATER
PURPOSE IN THEIR
WORK BEYOND MONEY
OR PROFITS?
FOR ENTREPRENEURS
WHAT WOULD YOU BE
PASSIONATE ABOUT DOING
IF YOU DIDN’T FEAR
FAILURE AND DIDN’T MAKE
ANY MONEY FOR 10
YEARS?
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5. BUILD RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING. IT’S ABOUT CONNECTEDNESS. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING. “IF THE PERSON YOU’RE TALKING TO ISN’T 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.
- AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)
“IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER.”
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THE CULTURE BOOK THE CULTURE BOOK
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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
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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
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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.
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TAKE A MOMENT TO THINK, WHAT ARE YOUR GOALS IN LIFE?
TAKING A STEP BACK…
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RESEARCH SHOWS WE’RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS
EXAMPLES: LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY” “WHEN I ACHIEVE ____, I’LL BE HAPPY”
EVEN THOUGH WE’RE HARDWIRED FOR IT
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PRONOUNCED
ME-HIGH
CHICK-SENT-ME-HIGH
MIHÁLY
CSÍKSZENTMIHÁLYI
MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF
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IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…
HOW WILL THAT APPLY TO ME AND
MY COMPANY?
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THEN THERE WAS A
BUS TOUR
FIRST…THERE WAS A
BOOK
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CHARITY:WATER
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“DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A
BOOK” - SETH
GODIN
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SXSW 2011
“THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE MOMENTS WHERE YOU DECIDE YOU‟RE EITHER GOING TO LIVE SOMETHING YOU HAVE
NO UNDERSTANDING OF, OR WHETHER YOU‟RE GOING TO STAY IN YOUR BOX AND WHAT YOU‟RE COMFORTABLE WITH.
I FELT LIKE LIVING.”
-ASHTON KUTCHER
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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 [email protected]
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THAT‟S GREAT BUT IT‟LL
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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WHAT’S YOUR VALUES AND
HIGHER PURPOSE?
WHAT’S YOUR COMPANY’S VALUES
AND HIGHER PURPOSE?
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THANK YOU
JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION [email protected]