latvia conference jenn lim 11 23 11

 LABSSERVISS.LV AT LABA SERVISA DIENASLATVIA, NOV 2011

JENN LIMCEO & CHIEF HAPPINESS OFFICER

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

REFLECTION

HOW DID I GET HERE?

WHY AM I SO PASSIONATE ABOUT HAPPINESS?

GO BEARS!

INTERNETCONSULTANT

LAYOFFLOSERLOSS

MT. KILI

GREEN FIELDExplored and Prioritized

ZAPPOSCONSULTANT

ROCK BOTTOM

REALLOSS

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…

SHOESCLOTHES

ACCESSORIESDOES IT EVEN MATTER?

“A WOMAN’S DREAM CLOSET…”

ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE

EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE

PERSONAL EMOTIONAL CONNECTION

10 WAYS TO INSTILL CUSTOMER SERVICEEXCERPTED 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 BOOKWHAT 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 TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE

FOR A FREE COPY – SEND ME YOUR MAILING ADDRESSJENN@DELIVERINGHAPPINESS.COM

CORE VALUES AT ZAPPOS

1. Deliver WOW Through Service2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication

7. Build a Positive Team and Family Spirit8. Do More with Less

9. Be Passionate and Determined10. 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

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 ANDHIGHER PURPOSE

AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL

LESSONS LEARNED:1.COMMITMENT2.CORE VALUES

3.TRANSPARENCY4.VISION

5.RELATIONSHIPS6.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 HAPPINESSHAVE TO TELL US?

SOME FRAMEWORKS LEARNED ALONG THE WAY…

HAPPINESS FRAMEWORK 2MASLOW’S HIERARCHY

IF RESEARCH SHOWS THE

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

HOW DOES THAT APPLY TO YOU AND

YOUR COMPANY?

WHAT IS YOUR WHY?

HOW DO WE TURN SUPERBADINTOSUPERGOOD?

LABOR DAY 2009

FIRST…THERE WAS A BOOK

320,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES

2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS

WHOA.

I CAN BE A CMP!

THEN, THE BUS TOUR…

WE HEARD FROM AROUND THE WORLD

UNIFIEDBY THE SAME

VISION

NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB

HAPPINESS

OUR PURPOSE

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

WHY?

SCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE

HAPPINESS IS A BASIC HUMAN NEEDLET’S TURN SUPERBAD INTO SUPERGOOD

INSPIRATIONLIVE PASSIONATELY. INSPIRE AND BE INSPIRED.

COMMUNITYCONNECT PEOPLE WHO WANT A PURPOSEFUL LIFE.

EDUCATIONTEACH AND EMPOWER EACH OTHER.

EXPERIENCESCREATE MEANINGFUL MOMENTS TOGETHER.

DH + DH@WORKCOMMUNITY + GLOBAL PARTNERS

A WORLD OF HAPPINESS AS A MODEL AT WORK, COMMUNITY AND EVERYDAY LIFE

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 30-DAY CHALLENGE

JOIN THE MOVEMENT!FOR A CULTURE BOOK OR

COPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COM

DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

To apply for VHP status: BIT.LY/VHPinvite

TOGETHER, LET’S