Jenn Lim's webinar presentation with citrix systems (gotomeeting)

1. CITRIX
AUGUST 10 2011
JENN LIM
CEO AND CHIEF HAPPINESS OFFICER
1

2. FIRST…
THERE WAS A BOOK
2

3. LABOR
DAY 2009
(LENTICULAR)
3

4. SXSW
2010
4

5. 300,000+ 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
5

6. 6

7. 7

8. I CA
N
BE A
CMP
!
8

9. 9

10. THEN, THE BUS TOUR
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13. 13

14. BEFORE AFTER
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15. 15

16. WE HEARD FROM
AROUND THE
WORLD
no matter what…
BACKGROUND
CULTURE
IDEAS
JOB
UNIFIED
BY THE SAME
VISION
HAPPINESS
16

17. A LITTLE UC BERKELEY BACHELOR OF ARTS
KPMG/LIQUID THINKING
ABOUT INTERNET STRATEGIST
FREELANCE CONSULTANT
ME… INTERNET STRATEGY
WRITING
GRAPHIC DESIGN
ZAPPOS – SPECIAL PROJECTS CONSULTANT
CONSULTANT – 9 YEARS
SF TO VEGAS RELOCATION
BRANDING AND CULTURE BOOK CREATOR
(NOW ON ITS 7TH EDITION)
DELIVERING HAPPINESS
CEO AND CHIEF HAPPINESS OFFICER
LED LAUNCH AND MANAGEMENT OF THE
BOOK, TOUR AND NOW THE COMPANY/
MOVEMENT.
17

18. PEOPLE WILL FORGET WHAT YOU
SAID, PEOPLE WILL FORGET WHAT
YOU DID, BUT PEOPLE WILL NEVER
FORGET HOW YOU MADE THEM
FEEL .” MAYA ANGELOU
18

19. TOP 100 BEST 2009 #23
COMPANIES TO 2010 #15
WORK FOR
19
2011 #6

20. “A WOMAN’S DREAM
CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE
20

21. CUSTOMER EXPERIENCE
PEC PERSONAL EMOTIONAL CONNECTION
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?
21

22. 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.
22

23. #1 PRIORITY?
23
CULTURE

24. HOW IS CULTURE
#1 PRIORITY?
HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 offer
ZAPPOS CULTURE BOOK
TWITTER
24

25. HOW DID ZAPPOS
BUILD THEIR
CULTURE AND
BRAND?
HOW CAN YOU
APPLY THEIR
LESSONS
LEARNED?
BRAND IS A
LAGGING
INDICATOR OF
CULTURE
25

26. 1. IS IT
IMPORTANT
TO YOU?
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
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27. 27

28. 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?
28

29. RESEARCH SHOWS
WHAT MAKES
LONG-TERM
SUSTAINABLE BRANDS
CULTURE AND
HIGHER PURPOSE
29

30. 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
30

31. 3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO
FEAR.
(WHILE SAVING TIME, EFFORT AND
ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
31

32. 4. VISION
DOES IT HAVE MEANING AND
PASSION BEHIND IT?
DOES IT INSPIRE (VS.
MOTIVATE)?
“CHASE THE VISION, NOT THE
PAPER.”
-
32

33. VISION
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?
33

34. 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.”
-
34

35. 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)
35

36. THE CULTURE
THE CULTURE
BOOK
BOOK
36

37. 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
37

38. 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
38

39. THAT’S GREAT BUT
IT’LL NEVER WORK AT
MY COMPANY…
NOT SAYING ‘BE LIKE ZAPPOS’
NOT THE CORE VALUES THAT MATTER
WHAT MATTERS IS
ALIGNMENT AND THAT
YOU COMMIT TO THEM
39

40. TAKING A STEP BACK…
TAKE A MOMENT
TO THINK, WHAT
ARE YOUR
40
GOALS IN LIFE?

41. 41

42. RESEARCH SHOWS
WE’RE SUPERBAD AT
PREDICTING WHAT
WILL BRING US
SUSTAINED
HAPPINESS
EXAMPLES:
LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”
“WHEN I ACHIEVE ____, I’LL BE HAPPY”
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43. 43

44. 44

45. MIHÁLY
CSÍKSZENTMIHÁLYI
MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSE
AND MEANING PRONOUNCED
ME-HIGH
CHICK-SENT-ME-HIGH
BEING PART OF SOMETHING
BIGGER THAN SELF
45

46. 46

47. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
WHAT’S YOUR AND
YOUR COMPANY’S
47
HIGHER PURPOSE?

48. FIRST…THERE WAS A
BOOK
THEN THERE WAS A
BUS TOUR
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58. CHARITY:WATER
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61. DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A
BOOK
- SETH GODIN
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62. “THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE
MOMENTS WHERE YOU DECIDE YOU’RE EITHER GOING TO LIVE SOMETHING YOU
HAVE NO UNDERSTANDING OF, OR WHETHER YOU’RE GOING TO STAY IN YOUR BOX
AND WHAT YOU’RE COMFORTABLE WITH.
I FELT LIKE LIVING.”
-ASHTON KUTCHER
SXSW
2011
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63. 63

64. GLOBAL MOVEMENT TO
SPREAD AND INSPIRE
HAPPINESS IN THE
WORLD
COMPANY
WITH A
CAUSE
SCIENTIFIC SENSE
BUSINESS SENSE
COMMON SENSE
HAPPINESS
AS A MODEL IN
BUSINESS LIFE
64

65. EXAMPLES OF THE DH MOVEMENT
HAPPIER WORKPLACES AND COMMUNITIES
DH CULTURE CONSULTING
CULTURE BOOK CREATION
PhD PROGRAM
PURSUIT OF HAPPINESS DAY
COMMUNITY INTERACTION
VHPs TOWN HALLS
CONTENT
INSPIRATIONAL VIDEOS, BLOG STORIES
STORE
INSPIRATIONAL GOODS AND GEAR
FOR A COPY OF CULTURE BOOK
65
AND/OR THIS PRESENTATION
JENN@DELIVERINGHAPPINESS.COM

66. ICEE
INSPIRE
CONNECT
EDUCATE
EXPERIENCE
66

67. 67

68. THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION
68
JENN@DELIVERINGHAPPINESS.COM