Raytheon 03 08 12_jenn Lim_delivering Happiness

8/2/2019 Raytheon 03 08 12_jenn Lim_delivering Happiness

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RAYTHEON03.09.12 – TUCSON, AZ

JENN LIMCEO & CHIEF HAPPINESS OFFICER



TAKE A MOMENT TO THINK…

WHAT AREYOUR GOALS

IN LIFE



WHAT IS YOUR GOAL IN LIFE?



• “WHEN I GET _____, I‟LL BE HAPPY” • “WHEN I ACHIEVE _____, I‟LL BE HAPPY” • LOTTERY WINNERS

• TERMINALLY INJURED OR DISABLED

OUR BRAINS AREHARDWIRED TO

SEEK HAPPINESS.

YET WE‟RE

SUPERBAD ATPREDICTINGWHAT CAN SUSTAINIT.

(EVEN HOMER)



REFLECTION

HOW DIDI GET HERE

WHY AM I SO PASSIONATE

ABOUT HAPPINESS?



GOBEARS!

INTERNETCONSULTANT

LAYOFFLOSERLOSS

MT. KILI

GREEN FIELDExplored and Prioritized

ZAPPOSCONSULTANT

ROCKBOTTOM

REALLOSS



CAN COMPANIESREALLY BESUCCESFUL WITHHAPPINESS AS A

BUSINESS MODEL?



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

FEEL.” — MAYA ANGELOU



“A WOMAN‟S DREAMCLOSET…”

ZAPPOSKENTUCKY WAREHOUSE



EXPECTATIONSEXPERIENCE

EMOTIONSSTORIESCULTURE

PERSONAL

EMOTIONALCONNECTION



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 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 TOYOUR EMPLOYEES AS WELL.

• VIEW EACH CALL AS AN INVESTMENT IN BUILDING A CUSTOMER SERVICE BRAND, NOT ANEXPENSE YOU‟RE SEEKING TO MINIMIZE.

• HAVE THE ENTIRE COMPANY CELEBRATE GREAT SERVICE. TELL STORIES OF WOWEXPERIENCES 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?



RESEARCH SHOWSWHAT MAKESLONG-TERM SUSTAINABLE BRANDS

CULTURE ANDHIGHER PURPOSE



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 BOOKWHAT IS IT?

COMPLETELY UNEDITEDEXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE EVERY

YEAR – WHAT’S GOOD, WHAT DOWE NEED TO IMPROVE

STARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOSDOESN’T SHIP THERE

FOR A COPY, JUST EMAIL ME [email protected]



CORE VALUES

AT ZAPPOS 1. Deliver WOW Through Service

2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning

6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit

8. Do More with Less9. Be Passionate and Determined

10. Be Humble



CULTURE AND CUSTOMER SERVICEWORD OF MOUTH (75% REPEAT CUSTOMERS)

INVEST IN C+C MORE THAN OTHER AREAS

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

G r o s s S a l e s $ M M

$1,000

800

600

400

200

NOV „09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING



AN EXPERIMENT INHAPPINESS AS 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?



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 A

MONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?



2. DEFINE

YOUR COREVALUES

IT’S HARD, SO START EARLY.

WHAT ARE YOUR COMPANY’S COREVALUES?

WHAT ARE YOUR PERSONAL COREVALUES?

DO THEY ALIGN?



3. COMMIT TO

BE REAL. BE YOURSELF.

WHEN PEOPLE ARE, THERE’S LESS TOFEAR.

(WHILE SAVING TIME, EFFORT ANDANXIETY)

WORK | LIFE INTEGRATIONEXAMPLES:

VENDOR EXTRANETTWITTER.ZAPPOS.COM

“ASK ANYTHING” TOURS & MEDIA VISITS

ZAPPOS INSIGHTS

S O



4. VISION

DOES IT HAVE MEANING AND PASSION BEHINDIT?

DOES IT INSPIRE (VS.MOTIVATE)?

“CHASE THE VISION,

NOT THE PAPER.”

-



FOREMPLOYEESWHAT’S THE LARGERVISION AND GREATERPURPOSE IN THEIR

WORK BEYOND MONEYOR PROFITS?

FOR

ENTREPRENEURSWHAT WOULD YOU BEPASSIONATE ABOUT DOINGIF YOU DIDN’T FEARFAILURE AND DIDN’T MAKEANY MONEY FOR 10

YEARS?

5 BUILD



5. BUILD

RELATIONSHIPS IT’S NOT ABOUT NETWORKING OR MARKETING.IT’S ABOUT CONNECTEDNESS.

IF YOU’RE INTERESTED, YOU DON’T HAVE TOTRY TO BE INTERESTING.

“IF THE PERSON YOU’RE TALKING TO ISN’TLISTENING, BE PATIENT. MAYBE HE HAS A SMALL

PIECE OF FLUFF IN HIS EAR.”

-

6 BUILD THE



6. BUILD THE

RIGHT TEAM HIRE SLOWLY.

FIRE QUICKLY.

HIRE BASED ONVALUES.



MURMURATION



THAT’S GREAT BUTIT’LL NEVER WORKFOR MEOR MY COMPANY…

MIGHT BE TRUE IF YOU THINKTHAT WAY, PROBABLY NOT TRUE

IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.



SOME FRAMEWORKSLEARNED ALONG THE WAY…

WHAT DOES THE

SCIENCE OF HAPPINESSHAVE TO TELL US?

SOME FRAMEWORKS

LEARNED ALONG THE WAY…



HAPPINESS FRAMEWORK 2

MASLOW‟S HIERARCHY



MIHÁLYCSÍKSZENTMIHÁLYI

MOST LONG TERM



HIGHER PURPOSE AND MEANINGBEING PART OFSOMETHING BIGGER THAN SELF

MOST LONG-TERM,FULFILLING HAPPINESS



IF RESEARCH SHOWS



IF RESEARCH SHOWS

VISIONMEANING

HIGHER PURPOSE

LEADS TO HAPPINESS…

HOW DOES THAT APPLYTO YOU AND YOUR

COMPANY?



HOW DO WE TURNSUPERBAD INTO

SUPERGOOD?

LABOR DAY



LABOR DAY2009

FIRST… THERE WAS A BOOK



320,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES

2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLE

BORDERS

WHOA.



I CAN BE

A CMP!



THEN,THE BUS TOUR…



“DELIVERING



DELIVERING

HAPPINESS

IS A MOVEMENT THAT HAPPENS

TO HAVE A BOOK”

- SETHGODIN

FIRST…THERE WAS A

BOOK



THEN THERE WAS ABUS TOUR

BOOK

WE HEARD FROM AROUND THE WORLD



UNIFIEDBY THESAME

VISION

NO MATTER WHAT• BACKGROUND• CULTURE• IDEAS• JOB

HAPPINESS

NOW…THE MOVEMENT



TO SPREAD ANDINSPIRE HAPPINESS INTHE WORLD

SCIENTIFIC SENSEBUSINESS SENSE

HUMAN SENSE



InspirationLive passionately. Inspire and Be Inspired.

CommunityConnect people who want a purposeful life.

EducationTeach and empower each other.

ExperiencesCreate meaningful moments together.

So…how do you fuel a movement?

DH + DH@WORKCOMMUNITY + GLOBAL PARTNERS



A network around the world,growing the movement withcommunity and workplaces

Community

Partners



Merch with a MissionSpread happiness ith goods from the DH shop



Spread happiness with goods from the DH:shop

shop.deliveringhappiness.com

AND DH



HAPPINESS NUDGED TODAY…



Community

Partners

95 COUNTRIES (49%)1100 CITIES (33%)

DELIVERING HAPPINESS EOY 2012



A WORLD OF SUSTAINABLE HAPPINESS AT WORK, COMMUNITY AND EVERYDAY LIFE

2/3 OF THE WORLD NUDGED



THAT‟S GREAT BUT IT‟LLNEVER WORK FOR ME…

NOT SAYING BE LIKE ZAPPOS ORDELIVERING HAPPINESS

WHAT MATTERS ISALIGNMENT AND THAT



NOT THE ACTUAL CORE VALUES THATMATTER

ALIGNMENT AND THATYOU COMMIT TO THEM

IMAGINE:SUPERBAD



SUPERBAD

SUPERGOOD.

WITH… GENERATIONAL ADVANCESACCESS TO INFORMATION

BASIC HUMAN DESIRE OF HAPPINESS

IT‟S NOT APIPEDREAM

ANYMORE



FOR A CULTURE BOOK OR

COPY OF THE [email protected]

JOIN THE MOVEMENT!DELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

To apply for VHP status: BIT.LY/VHPinvite

TOGETHER,



LET‟S

Raytheon 03 08 12_jenn Lim_delivering Happiness

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