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ENTREPRENEURS ORGANIZATION - AMSTERDAM
             SEPT 16 2011

                JENN LIM
    CEO AND CHIEF HAPPINESS OFFICER
RESEARCH SHOWS
WE‟RE SUPERBAD AT
PREDICTING WHAT WILL
BRING US SUSTAINED
HAPPINESS
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
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
A LITTLE BIT ABOUT ME…


                         NOT REALLY
                         THE POSTER
                           CHILD OF
                          HAPPINESS




          ✖                           ✔
          ✖                           ✔
REFLECTION
WHY AM I SO PASSIONATE
ABOUT HAPPINESS?




                            HOW DID
                         I GET HERE
GO       INTERNET                LAYOFF
BEARS!                             LOSER             MT. KILI
          CONSULTANT




           ZAPPOS                  GREEN FIELD
         CONSULTANT                   EXPLORED
                                    AND PRIORITZED




                      CEO & CHO
                CHIEF HAPPINESS OFFICER
              OF DELIVERING HAPPINESS
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 SERVICE COMPANY THAT HAPPENS TO SELL…
TOP 100 BEST
COMPANIES TO                          SHOES
                                    CLOTHES
WORK FOR                        ACCESSORIES
                               DOES IT EVEN MATTER?
“A WOMAN‟S DREAM
                            CLOSET…”




ZAPPOS
KENTUCKY WAREHOUSE
EXPECTATIONS
         EXPERIENCE
         EMOTIONS
         STORIES
         CULTURE




PERSONAL
EMOTIONAL
CONNECTION
10 WAYS TO INSTILL
CUSTOMER SERVICE
EXCERPTED 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.
#1 PRIORITY?




               CULTURE
HOW IS CULTURE
#1 PRIORITY?
•   HIRING FOR CULTURE
•   5 WEEKS OF TRAINING
•   $4000 OFFER TO QUIT
•   ZAPPOS CULTURE BOOK
THE CULTURE
THE CULTURE
BOOK
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 FREE COPY – SEND ME YOUR MAILING ADDRESS
    JENN@DELIVERINGHAPPINESS.COM
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
CORE VALUES
AT ZAPPOS
                            1. Deliver WOW Through Service
                               2. Embrace and Drive Change
                         3. Create Fun and a Little Weirdness
               4. Be Adventurous, Creative, and Open-Minded
                              5. Pursue Growth and Learning
   6. Build Open and Honest Relationships With Communication
                     7. Build a Positive Team and Family Spirit
                                         8. Do More with Less
                            9. Be Passionate and Determined
                                               10. Be Humble
CULTURE AND CUSTOMER SERVICE
           WORD OF MOUTH (75% REPEAT CUSTOMERS)
            INVEST IN C+C MORE THAN OTHER AREAS


                     $1,000



                       800
   Gross Sales $MM




                       600



                       400




                       200




                              ‘00   ‘01   ‘02   ‘03   ‘04   ‘05   ‘06   ‘07   ‘08




  NOV „09 AMAZON ACQUIRES ZAPPOS
 $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS




           CULTURE AND
        HIGHER PURPOSE
AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL




           HOW     ?   LESSONS LEARNED:
                            1. COMMITMENT
                           2. CORE VALUES
                        3. TRANSPARENCY
                                  4. VISION
                         5. RELATIONSHIPS
                        6. THE RIGHT TEAM
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.
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?




               SOME FRAMEWORKS
                     SOME FRAMEWORKS
               LEARNED ALONG THE WAY…
          LEARNED ALONG THE WAY…
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
HAPPINESS FRAMEWORK 2
MASLOW‟S HIERARCHY
MIHÁLY
CSÍKSZENTMIHÁLYI
MOST LONG-TERM,
FULFILLING HAPPINESS




HIGHER PURPOSE AND MEANING
BEING PART OF
SOMETHING BIGGER THAN SELF
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
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
WHOA.      WSJ
           AMAZON
           BARNES & NOBLE
           BORDERS
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
I CAN BE
  A CMP!
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
THEN,
   THE BUS TOUR…
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
“DELIVERING
HAPPINESS
      IS A MOVEMENT
      THAT HAPPENS
      TO HAVE A BOOK”
              - SETH
      GODIN
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
WE HEARD FROM AROUND THE WORLD

NO MATTER WHAT               UNIFIED
• BACKGROUND                 BY THE
• CULTURE                      SAME
• IDEAS                       VISION
• JOB




                 HAPPINESS
RAHs




 RANDOM
 ACTS OF
HAPPINESS
Eo amsterdam university – delivering happiness – jenn lim 09.16.01
COMMUNITY INTERACTION
VHPs & TOWN HALLS
OTHER EXAMPLES OF THE
DH MOVEMENT

HAPPIER WORKPLACES AND COMMUNITIES
DH@WORK
CULTURE BOOK CREATION
STORE
INSPIRATIONAL GOODS AND GEAR
CONTENT
INSPIRATIONAL VIDEOS, BLOG & STORIES
PhD PROGRAM
PURSUIT OF HAPPINESS DAY
COMMUNITY INTERACTION
VHPs & TOWN HALLS
WHAT IS DH?
GLOBAL MOVEMENT TO SPREAD
AND INSPIRE HAPPINESS
IN THE WORLD

COMPANY WITH A CAUSE

SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

HAPPINESS
AS A MODEL IN
BUSINESS & LIFE
ICEE
INSPIRE
CONNECT
EDUCATE
EXPERIENCE
THAT‟S GREAT BUT IT‟LL
NEVER WORK FOR ME…
NOT SAYING BE LIKE ZAPPOS OR
DELIVERING HAPPINESS
                                  WHAT MATTERS IS
NOT THE ACTUAL CORE VALUES THAT
                                  ALIGNMENT AND THAT
MATTER                            YOU COMMIT TO THEM
DH CHALLENGE




DARE TO BE
• TRUE TO YOURSELF
• PASSIONATE & PURPOSEFUL
• ORDINARY IN AN IMPERFECT
  WORLD
• HAPPY
TOGETHER,
LET‟S
THANK YOU




             JOIN THE MOVEMENT!
                DELIVERINGHAPPINESS.COM
       FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
                 FOR A CULTURE BOOK OR
               COPY OF THE PRESENTATION
          JENN@DELIVERINGHAPPINESS.COM

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Eo amsterdam university – delivering happiness – jenn lim 09.16.01

  • 1. ENTREPRENEURS ORGANIZATION - AMSTERDAM SEPT 16 2011 JENN LIM CEO AND CHIEF HAPPINESS OFFICER
  • 2. RESEARCH SHOWS WE‟RE SUPERBAD AT PREDICTING WHAT WILL BRING US SUSTAINED HAPPINESS
  • 4. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
  • 5. WHAT IS YOUR GOAL IN LIFE?
  • 6. 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
  • 7. A LITTLE BIT ABOUT ME… NOT REALLY THE POSTER CHILD OF HAPPINESS ✖ ✔ ✖ ✔
  • 8. REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS? HOW DID I GET HERE
  • 9. GO INTERNET LAYOFF BEARS! LOSER MT. KILI CONSULTANT ZAPPOS GREEN FIELD CONSULTANT EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS
  • 10. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
  • 11. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
  • 12. A SERVICE COMPANY THAT HAPPENS TO SELL… TOP 100 BEST COMPANIES TO SHOES CLOTHES WORK FOR ACCESSORIES DOES IT EVEN MATTER?
  • 13. “A WOMAN‟S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • 14. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
  • 15. 10 WAYS TO INSTILL CUSTOMER SERVICE EXCERPTED 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.
  • 16. #1 PRIORITY? CULTURE
  • 17. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
  • 19. 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 FREE COPY – SEND ME YOUR MAILING ADDRESS JENN@DELIVERINGHAPPINESS.COM
  • 21. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
  • 22. CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS $1,000 800 Gross Sales $MM 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 NOV „09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
  • 23. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • 24. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL HOW ? LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM
  • 25. 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.
  • 26. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
  • 30. MOST LONG-TERM, FULFILLING HAPPINESS HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF
  • 32. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  • 33. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
  • 34. LABOR DAY 2009 FIRST… THERE WAS A BOOK
  • 35. 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 WHOA. WSJ AMAZON BARNES & NOBLE BORDERS
  • 38. I CAN BE A CMP!
  • 40. THEN, THE BUS TOUR…
  • 50. “DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
  • 52. WE HEARD FROM AROUND THE WORLD NO MATTER WHAT UNIFIED • BACKGROUND BY THE • CULTURE SAME • IDEAS VISION • JOB HAPPINESS
  • 53. RAHs RANDOM ACTS OF HAPPINESS
  • 56. OTHER EXAMPLES OF THE DH MOVEMENT HAPPIER WORKPLACES AND COMMUNITIES DH@WORK CULTURE BOOK CREATION STORE INSPIRATIONAL GOODS AND GEAR CONTENT INSPIRATIONAL VIDEOS, BLOG & STORIES PhD PROGRAM PURSUIT OF HAPPINESS DAY COMMUNITY INTERACTION VHPs & TOWN HALLS
  • 57. WHAT IS DH? GLOBAL MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD COMPANY WITH A CAUSE SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE HAPPINESS AS A MODEL IN BUSINESS & LIFE
  • 59. THAT‟S GREAT BUT IT‟LL NEVER WORK FOR ME…
  • 60. NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS WHAT MATTERS IS NOT THE ACTUAL CORE VALUES THAT ALIGNMENT AND THAT MATTER YOU COMMIT TO THEM
  • 61. DH CHALLENGE DARE TO BE • TRUE TO YOURSELF • PASSIONATE & PURPOSEFUL • ORDINARY IN AN IMPERFECT WORLD • HAPPY
  • 63. THANK YOU JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO FOR A CULTURE BOOK OR COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM