6. It is not from the benevolence of the butcher, the
brewer, or the baker, that we expect our dinner, but
from their regard to their own interest...
The Wealth of Nations, Book I Chapter II
9. By pursuing his own interest he frequently
promotes that of the society more effectually than
when he really intends to promote it.
The Wealth of Nations, Book 4 Chapter II
10. but what is even more awesome is that this
invisible hand ain’t so invisible anymore
11.
12. it’s a big freakin’ obvious hand and it
comes in the form of...
13.
14. and we are using these tools to produce all sorts of
content online like
15.
16.
17.
18.
19. as we raise our voices, we are doing the stuff that
is making us really freakin’
36. characteristics of homo-economicus
• efficient
• predictable
• motivated by the best deals
• influenced heavily by marketing
• will always work in his/her own best interest
• mostly rational in buying decisions
40. characteristics of homo-feelgoodomicus
• inefficient
• unpredictable
• motivated by what makes him/her happy
• ignores marketing messages where possible and rails against marketing
messages that annoy
• will sometimes cut of his/her nose to spite his/her face
• buys crap that makes no sense whatsoever, like those big foam fingers for
$10 at sports games
62. 7 reasons that happiness is key to success
1. happy customers talk to more people about their positive experience
2. unhappy customers talk to the MOST people about their negative experience
3. happy customers are repeat customers
4. happy customers will pay more for an awesome experience
5. happy customers are loyal
6. happy customers will drive your marketing for you
7. happy employees are more productive, creative and loyal
76. competence includes:
•confidence in one’s abilities/knowing one’s strength’s
•feedback from others on one’s performance
•learning and growing skills
•self-actualization
•doing meaningful work
•getting into flow
78. relatedness includes:
•interacting with others
•connecting with people and connecting people
•giving to others/being generous
•feeling loved
•emotional security
•acknowledgement and support (mentorship)
80. self-esteem includes:
•your ‘set-point’ or natural (genetic) confidence level
•something you can work on through cognitive
behavioral therapy, meditation or medications
•not influenced from the outside world, but apparent
when triggered by events from the outside world
81. the pillars of happiness
• autonomy
• competence
• relatedness
• self-esteem or set point
from the Journal of Personality and Social Psychology, published by the American Psychological Association (APA) 2007.
82. what is really important about knowing these pillars
is to understand what works AGAINST happiness
as much as what creates it.
91. what leads to lack of control
•loss of control over the circumstances of one’s life
•loss of agency
•withheld information
•secrecy
•uncontrollable circumstances
123. we need to take the stuff that leads to people
feeling autonomous and build it into what we are
doing...
124. 5 ways to create feelings of autonomy
1. give people tools to personalize their experiences
2. build tools that democratize previously inaccessible industries
3. offer clear and attractive choices
4. be open and transparent
5. don’t lock people in
126. 5 ways to increase feelings of competence
1. create flow...simple entry point to more complex systems
2. allow ways for mentors to interact with newbies (create rewards)
3. build consecutive levels of achievement into the experience
4. plant ‘easter eggs’
5. don’t talk down to your customer
128. The flow state is an optimal state of intrinsic
motivation, where the person is fully immersed in
what he or she is doing. This is a feeling everyone
has at times, characterized by a feeling of great
freedom, enjoyment, fulfillment, and skill—and
during which temporal concerns (time, food, ego-
self, etc.) are typically ignored.
129.
130.
131.
132. achieving flow
• skills acquired along the way
• clear goals
• feedback provided along the way
• user control
• facilitate concentration and involvement by making the activity as distinct as
possible from so-called reality
134. 5 ways to increase relatedness
1. build in multiple ways for customers to interact
2. have many collaborative experiences
3. create simple ways for customers to share with a friend
4. design for generosity
5. create online/offline meeting experiences
137. makes customers happy by
• WOW customer service (autonomy)
• comments/shared feedback on shoes (competence)
• twitter, blogging interactions (relatedness)
• 10 core values (all of the above)
152. makes customers happy by
• giving choice in style of notebook - but not too much choice (autonomy)
• connecting the experience with turn of the century intellectuals (competence)
• moleskinerie (relatedness)
• social object (relatedness)
156. makes customers happy by
• creating a tool for simple spurts of self expression (autonomy)
• ability to learn more advanced functions (competence)
• api allows people to build and be more creative with the core (competence)
• simplicity of tweeting questions and getting instant answers (competence)
• following others gives stream of consciousness (relatedness)
• learning about others day to day mundane to deep thoughts and emotions
(relatedness)
164. makes customers happy by
• holding regular PIBB chats, VIP program (autonomy)
• the ability to follow others and form groups around gathering knowledge
(competence)
• give thanks (relatedness)
168. makes customers happy by
• plugin architecture and templating system allows for total personalization
(autonomy)
• open source and transparent (autonomy)
• really simple hosted solutions all the way to self-installed (competence)
• lots of easter eggs (competence)
• sphere plugin, promotion of popular blogs, comment systems and trackbacks
(relatedness)