loyalty world 2011 jenn lim 11.15.11
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LOYALTY WORLD 201111.15.11
JENN LIMCEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
WHAT IS YOUR GOAL IN LIFE?
• “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.
(EVEN HOMER)
REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
GO BEARS!
INTERNET CONSULTAN
T
LAYOFFLOSER MT. KILI
GREEN FIELDEXPLORED
AND PRIORITZED
CEO & CHOCHIEF HAPPINESS OFFICER
OF DELIVERING HAPPINESS
ZAPPOSCONSULTANT
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 WOMAN’S DREAM CLOSET…”
ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE
EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
10 WAYS TO INSTILL CUSTOMER SERVICEEXCERPTED 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.
CULTURE
#1 PRIORITY?
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
THE CULTURE BOOK
THE CULTURE BOOK
THE CULTURE BOOKWHAT 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 TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE
FOR A COPY, JUST EMAIL ME [email protected]
CORE VALUES AT ZAPPOS
1. Deliver WOW Through Service2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit8. Do More with Less
9. Be Passionate and Determined10. Be Humble
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
CULTURE AND CUSTOMER SERVICEWORD OF MOUTH (75% REPEAT CUSTOMERS)INVEST IN C+C MORE THAN OTHER AREAS
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT2.CORE VALUES
3.TRANSPARENCY4.VISION
5.RELATIONSHIPS6.THE RIGHT TEAM
HOW?
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.
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME FRAMEWORKS LEARNED ALONG THE WAY…
HAPPINESS FRAMEWORK 2MASLOW’S HIERARCHY
HIGHER PURPOSE AND MEANINGBEING PART OF SOMETHING BIGGER THAN SELF
MOST LONG-TERM, FULFILLING HAPPINESS
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
HOW DO WE TURN SUPERBADINTOSUPERGOOD?
LABOR DAY 2009
FIRST…THERE WAS A BOOK
320,000+ COPIES SOLD17+ LANGUAGES/COUNTRIES
2010 BEST OF LISTSAMAZON CUSTOMER FAVORITENPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEB
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
I CAN BE A CMP!
THEN, THE BUS TOUR…
“DELIVERING HAPPINESS
IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK”
- SETH GODIN
WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
OUR PURPOSE
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
WHY?
SCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
HAPPINESS IS A BASIC HUMAN NEEDLET’S TURN SUPERBAD INTO SUPERGOOD
InspirationLive passionately. Inspire and Be Inspired.
CommunityConnect people who want a purposeful life.
EducationTeach and empower each other.
ExperiencesCreate meaningful moments together.
So…uh, how do you fuel a movement?
DH + DH@WORKCOMMUNITY + GLOBAL PARTNERS
Exploring partnerships around the world to scale with people and workplaces that share our values
Merch with a Mission
DH@School
AND DH
THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS
NOT THE ACTUAL CORE VALUES THAT MATTER
WHAT MATTERS IS ALIGNMENT AND THAT YOU COMMIT TO THEM
JOIN THE MOVEMENT!FOR A CULTURE BOOK OR
COPY OF THE [email protected]
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
To apply for VHP status: BIT.LY/VHPinvite
TOGETHER, LET’S