5. ⢠âWHEN I GET _____, IâLL BE HAPPYâ
⢠âWHEN I ACHIEVE _____, IâLL BE HAPPYâ
⢠LOTTERY WINNERS
⢠TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WEâRE
SUPERBAD AT
PREDICTING
WHAT CAN
SUSTAIN IT.
7. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK
BOTTOM
TIM
E
HAPPINESS
+|
OH
@#$%
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 COMPANYâS 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 ITâS OK TO FIRE CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR
EMPLOYEES.
⢠DONâT MEASURE CALL TIMES, DONâT FORCE EMPLOYEES TO UPSELL, AND DONâT USE SCRIPTS.
⢠DONâT HIDE YOUR 1-800 NUMBER. ITâS 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 YOUâRE 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.
17. THE CULTURE
BOOK
WHAT IS IT?
COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE
EVERY YEAR â WHATâS
GOOD, WHAT DO WE NEED
TO IMPROVE
STARTED AS CULTURE BOOK,
NOW THE BRAND BOOK TOO
JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS
DOESNâT SHIP THERE
FOR A COPY, JUST EMAIL ME
18.
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
$2B* COMPANY
1999 â TODAY
â01 â02 â06â03 â04 â05 â07â00 â08
GrossSales$MM
$1,000
800
600
400
200
NOV â09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING
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 CAN THEY BE
APPLIED TO YOU?
HOW ?
23. 1.
COMMITMENT
DO YOU WANT TO BUILD A
LONG-TERM, SUSTAINABLE
BRAND?
ARE YOU WILLING TO
COMMIT FINANCES,
RESOURCES, AND TIME TO IT?
HOW LONG WILL IT BE A
PRIORITY?
26. FOR
EMPLOYEES*
WHATâS THE
LARGER VISION AND
GREATER PURPOSE
IN THEIR WORK
BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEUR
S WHAT WOULD YOU
BE PASSIONATE
ABOUT DOING IF
YOU DIDNâT FEAR
FAILURE AND
DIDNâT MAKE ANY
MONEY FOR 10
YEARS?
71% EMPLOYEES IN
THE U.S. DISENGAGED
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
-
GALLUP 2008, 2011
4. VISION
27. 5. BUILD
MEANINGFUL
RELATIONSHIPS
ITâS NOT ABOUT NETWORKING.
ITâS ABOUT CONNECTEDNESS.
âIF THE PERSON YOUâRE TALKING TO ISNâT
LISTENING, BE PATIENT. MAYBE HE HAS A
SMALL PIECE OF FLUFF IN HIS EAR.â
-
28. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ON
VALUES.
29. SOME FRAMEWORKS
LEARNED ALONG THE WAYâŚ
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAYâŚ
30. SOME FRAMEWORKS
LEARNED ALONG THE WAYâŚ
TOP 5 I WISHâES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
âŚTHE COURAGE
TO EXPRESS MY
FEELINGS.
âŚLET MYSELF BE
HAPPIER
âŚNOT
WORKED
SO HARD
âŚSTAYED IN
TOUCH WITH
FRIENDS
âŚTHE
COURAGE
TO LIVE
TRUE TO
MYSELF,
NOT THE
LIFE OF
WHAT
OTHERS
EXPECTED
I WISH
I HADâŚ
#
1
31. THE ELEMENTS OF
HAPPINESS
NORMDAY TO DAY
DECISIONS
>>
ACTIONS
50%
10%
40%
CONTROL
NATURE
GENETICS
NURTURE
ENVIRONMENT
SUSTAINABLE
HAPPINESS
90%
37. 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.
63. 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
64. â˘BE TRUE TO OUR WEIRD SELVES
â˘LIVE OUR VALUES, PASSIONS AND
PURPOSE
â˘PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINEâŚ
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?