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AIMIA LEADERSHIP SUMMIT 1.10.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
 
TAKE A MOMENT TO THINK… WHAT ARE  YOUR GOALS  IN LIFE ?
WHAT IS YOUR GOAL IN LIFE?
[object Object],[object Object],[object Object],[object Object],OUR BRAINS ARE  HARDWIRED   TO SEEK  HAPPINESS.   YET WE’ RE  SUPERBAD  AT PREDICTING WHAT CAN SUSTAIN IT. ( EVEN HOMER )
REFLECTION HOW DID  I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
GO  BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
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
“ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL  E MOTIONAL  C ONNECTION
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],10 WAYS TO INSTILL  CUSTOMER SERVICE EXCERPTED FROM  DELIVERING HAPPINESS
CULTURE #1 PRIORITY?
RESEARCH SHOWS  WHAT MAKES  LONG-TERM SUSTAINABLE BRANDS CULTURE  AND HIGHER PURPOSE
HOW IS  CULTURE  #1  PRIORITY? ,[object Object],[object Object],[object Object],[object Object]
THE CULTURE BOOK THE CULTURE BOOK
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
 
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CORE VALUES AT ZAPPOS
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
AN EXPERIMENT IN  HAPPINESS   AS A  BUSINESS MODEL  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],HOW ?
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?
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 ?
EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
4.  VISION DOES IT HAVE  MEANING  AND  PASSION  BEHIND IT? DOES IT  INSPIRE  (VS. MOTIVATE)? “ CHASE THE  VISION , NOT THE PAPER.” -
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?
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 .” -
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)
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 HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS  LEARNED ALONG THE WAY…
 
HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
 
HIGHER PURPOSE AND MEANING BEING PART OF  SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
 
IF RESEARCH SHOWS  VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO  YOU  AND  YOUR COMPANY ?
HOW DO WE TURN  SUPERBAD INTO SUPERGOOD?
LABOR DAY 2009 FIRST… THERE WAS A  BOOK
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.
I CAN BE A CMP!
 
[object Object],[object Object]
 
 
 
BEFORE AFTER
 
 
 
 
 
 
 
 
 
 
“ DELIVERING HAPPINESS IS A  MOVEMENT   THAT HAPPENS TO HAVE A  BOOK ”   - SETH GODIN
THEN THERE WAS A  BUS TOUR FIRST…THERE WAS A  BOOK
WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME  VISION ,[object Object],[object Object],[object Object],[object Object],[object Object],HAPPINESS
NOW…THE  MOVEMENT TO  SPREAD  AND  INSPIRE  HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
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?
DH + DH@WORK COMMUNITY + GLOBAL PARTNERS A network around the world, growing the movement with community and workplaces Community Partners
 
Merch with a  Mission
[email_address]
AND DH
DELIVERING HAPPINESS TODAY… Community Partners 130 COUNTRIES 1200 CITIES
A WORLD OF  SUSTAINABLE HAPPINESS AT  WORK ,  COMMUNITY  AND  EVERYDAY   LIFE DELIVERING HAPPINESS EOY 2012
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
WITH… GENERATIONAL ADVANCES ACCESS TO INFORMATION BASIC HUMAN DESIRE OF HAPPINESS IT’S NOT A PIPEDREAM ANYMORE
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
TOGETHER, LET’S

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Aimia 01 10 11 jenn lim delivering happiness

  • 1. AIMIA LEADERSHIP SUMMIT 1.10.11 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • 2.  
  • 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
  • 4. WHAT IS YOUR GOAL IN LIFE?
  • 5.
  • 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • 7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER LOSS MT. KILI GREEN FIELD Explored and Prioritized ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS
  • 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL ?
  • 9. “ PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL .” — MAYA ANGELOU
  • 10. “ A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • 11. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE P ERSONAL E MOTIONAL C ONNECTION
  • 12.
  • 14. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • 15.
  • 16. THE CULTURE BOOK THE CULTURE BOOK
  • 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
  • 18.  
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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
  • 21.
  • 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 ?
  • 24. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
  • 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…
  • 31.  
  • 32. HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY
  • 33.  
  • 34. HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS
  • 35.  
  • 36. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY ?
  • 37. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
  • 38. LABOR DAY 2009 FIRST… THERE WAS A BOOK
  • 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.
  • 40. I CAN BE A CMP!
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  • 56.  
  • 57. “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN
  • 58. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
  • 59.
  • 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
  • 63.  
  • 64. Merch with a Mission
  • 67. DELIVERING HAPPINESS TODAY… Community Partners 130 COUNTRIES 1200 CITIES
  • 68. A WORLD OF SUSTAINABLE HAPPINESS AT WORK , COMMUNITY AND EVERYDAY LIFE DELIVERING HAPPINESS EOY 2012
  • 69. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
  • 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

Editor's Notes

  1. 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?