Jenn Lim, CEO of Delivering Happiness, gave a presentation on building a culture of happiness in business. She discussed how her passion for happiness emerged from personal hardships and led to founding Zappos. Zappos prioritizes culture and customer service, which has led to financial success. Research shows vision, meaning and purpose lead to happiness and better business outcomes. The Delivering Happiness movement now aims to spread these ideas globally to inspire happier companies.

1. HELSINKI, FINLAND
SEPTEMBER 4 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER

3. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE?

4. WHAT ARE YOUR GOALS IN
LIFE?

5. OUR BRAINS ARE
HARDWIRED TO SEEK
HAPPINESS.
YET WE’RE SUPERBAD
AT PREDICTING
WHAT CAN SUSTAIN
IT.

6. HOW THE
HECK DID
I GET HERE?
REFLECTION
WHY AM I SO
PASSIONATE ABOUT
HAPPINESS?

7. MT.
KILI
GREEN FIELD
Explored and
PrioritizedINTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEAR
S!
ZAPPOS
CONSULTANT
ROCK BOTTOM
REAL LOSS
TIME
HAPPINESS
+|
OH
@#$%

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…”
ZAPPOSKENTUCKY WAREHOUSE

11. EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION

12. 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.

13. CULTURE
#1 PRIORITY?

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

15. HOW IS CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK

16. THE CULTURE
BOOK
THE CULTURE
BOOK

17. THE CULTURE BOOK
WHAT IS IT?
COMPLETELY UNEDITED
SNAPSHOT OF CULTURE EVERY
YEAR – WHAT’S GOOD, WHAT DO
WE NEED TO IMPROVE
STARTED AS CULTURE BOOK,
NOW THE BRAND BOOK TOO
FOR A COPY, JUST EMAIL ME
JENN@DELIVERINGHAPPINESS.COM

19. 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

20. CULTURE AND CUSTOMER SERVICE
$2B COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION
SHARE VALUE AT THE TIME OF CLOSING

21. BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010

22. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
AND HOW CAN THEY
BE APPLIED TO YOU?
HOW
?

23. WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…

24. SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
…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

28. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND
YOUR COMPANY?

29. FIRST…
THERE WAS A BOOK

30. 550,000+ COPIES SOLD
20+ LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.

31. I CAN BE
A CMP!

33. THEN,
THE BUS TOUR…

37. “DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS TO
HAVE A BOOK”
- SETH GODIN

38. THEN THERE
WAS A BUS
TOUR
FIRST…THERE
WAS A BOOK

39. WE HEARD FROM AROUND THE WORLD
UNIFIED
BY THE
SAME
VISION
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB
HAPPINESS

40. NOW…THE MOVEMENT
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

41. HOW? The 3 C’s.
3100
Cities
110
Countries

42. HAPPIER
COMPANIES

43. HARVARD BUSINESS REVIEW
JAN-FEB 2012 ISSUE
HAPPINESS in the
WORKPLACE
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%
CREATIVITY300%
______________________________________
TURNOVER
ENGAGEMENT
CREATIVITY
PROFITS


44. WHAT MATTERS
IS
ALIGNMENT
AND
COMMITMENT

45. HOW CAN WE HELP? ;]
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

46. •BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…

47. THANK YOU!
THEN DO.