17. 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 FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
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20. CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200
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22. 1. COMMITMENT HOW 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?
23. 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 ?
25. 4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)? “ CHASE THE VISION , NOT THE PAPER.” -
26. 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?
27. 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 .” -
28. 6. BUILD THE RIGHT TEAM HIRE SLOWLY . FIRE QUICKLY . HIRE BASED ON VALUES . “ IF YOU WANT TO GO QUICKLY, GO ALONE. IF YOU WANT TO GO FAR, GO TOGETHER ” . ” - AL GORE, FROM AN AFRICAN PROVERB (THAT’S NOT AL GORE)
29. 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.
30. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS LEARNED ALONG THE WAY…
39. 320,000+ 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.
60. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
61. Inspiration Live passionately. Inspire and Be Inspired. Community Connect people who want a purposeful life. Education Teach and empower each other. Experiences Create meaningful moments together. So…how do you fuel a movement?
62. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A network around the world, growing the movement with community and workplaces Community Partners
70. 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
71. WITH… GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS IT’S NOT A PIPEDREAM ANYMORE
72. FOR A CULTURE BOOK OR COPY OF THE PRESENTATION [email_address] JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK .COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO To apply for VHP status: BIT.LY/VHPinvite
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?