Download - Imex jenn lim delivering happiness
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IMEX - AMERICA 2013LAS VEGAS, NVOCTOBER 16, 2013
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
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WHAT IS YOUR GOAL IN LIFE?
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• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED • “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.
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REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
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MT. KILI
GREEN FIELDExplored and
PrioritizedINTERNET
CONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HA
PPIN
ES
S
+|
OH
@#$%
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CAN COMPANIES REALLY BE
SUCCESSFUL WITH HAPPINESS AS A
BUSINESS MODEL?
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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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“A WOMAN’S DREAM CLOSET…”
ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE
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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
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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.
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CULTURE
#1 PRIORITY?
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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER 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 BOOK
THE CULTURE BOOK
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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 COPY, JUST EMAIL ME [email protected]
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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
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CULTURE AND CUSTOMER SERVICE$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $M
M
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**
*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
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BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
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AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT2.CORE VALUES
3.TRANSPARENCY4.VISION
5.RELATIONSHIPS6.THE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
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1. COMMITMENTDO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT?
HOW LONG WILL IT BE A PRIORITY?
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2. DEFINE YOUR CORE VALUES
IT’S HARD. START EARLY.
WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?
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EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
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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?
71% EMPLOYEES IN THE U.S. DISENGAGED
$300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT
- GALLUP 2008, 2011
4. VISION
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5. BUILD MEANINGFULRELATIONSHIPS
IT’S NOT ABOUT NETWORKING. 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.
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SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
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SOME FRAMEWORKS LEARNED 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 TRUE TO
MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED
I WISH I HAD…
#1
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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
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FIRST…THERE WAS A BOOK
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550,000 COPIES SOLD20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
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I CAN BE A CMP!
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THEN,
THE BUS TOUR…
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“DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”
- SETH GODIN
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THEN THERE WAS A BUS TOUR
FIRST…THERE WAS A BOOK
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WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
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NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
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HOW? The 3 C’s.
3100 Cities
110 Countries(and counting!)
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HAPPIER COMPANIES
www.HappinessatWorkSurvey.com
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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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HAPPINESS @WORK
HARVARD BUSINESS REVIEWJAN-FEB 2012
BETTER RETENTION SICK LEAVE 66%
BURNOUT 125% TURNOVER 51%
GREATER ENGAGEMENTSALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 33%
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WHAT MATTERS IS ALIGNMENT AND COMMITMENT
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(RE-ENACTMENT)
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HOW CAN WE HELP? ;]
FOR: QUESTIONS
CULTURE BOOKCOPY OF THE PRESENTATION
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND PURPOSE
•PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
IMAGINE…
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THEN DO.
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THANK YOU!