1. THE UNITED WAY
INDIANOPOLIS
APRIL 19 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER

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

4. WHAT IS YOUR GOAL IN
LIFE?

5. • “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
PREDICTING
WHAT CAN
SUSTAIN IT.

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

7. GO
BEARS!
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
MT. KILI
GREEN FIELD
Explored and Prioritized
ZAPPOS
CONSULTANT
ROCK
BOTTOM
REAL
LOSS

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…”
ZAPPOS
KENTUCKY 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. CULTUR
#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
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
FOR A COPY, JUST EMAIL ME

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 CAN THEY BE
APPLIED TO YOU?
HOW ?

23. 1.
COMMITMENT
HOW IMPORTANT TO
YOU?
DO YOU WANT TO BUILD A LONG-TERM,
SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCES, RESOURCES, AND TIME TO IT?

24. 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?

25. EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.CO
M
“ASK ANYTHING”
TOURS & MEDIA
VISITS
ZAPPOS INSIGHTS

26. FOR
EMPLOYEES*
WHAT’S 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 DIDN’T FEAR
FAILURE AND
DIDN’T MAKE ANY
MONEY FOR 10
71% EMPLOYEES IN
THE U.S. DISENGAGED
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
-
GALLUP 2008, 2011
4. VISION

27. 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.”
-

28. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ON
VALUES.

29. THAT’S GREAT
BUT IT’LL
NEVER WORK
FOR ME
OR MY
COMPANY…
HOLD THAT THOUGHT.

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

31. SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…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

32. THE ELEMENTS OF
HAPPINESS
NORMDAY TO DAY
DECISIONS
>>
ACTIONS
50%
10%
40%
CONTROL
NATURE
GENETICS
NURTURE
ENVIRONMENT
SUSTAINABLE
HAPPINESS
90%

33. HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS

34. HAPPINESS FRAMEWORK 2
MASLOW’S HIERARCHY

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

38. HOW DO WE
TURN
SUPERBAD
INTO
SUPERGOOD?

39. LABOR
DAY 2009
FIRST…
THERE WAS A
BOOK

40. 400,000+ COPIES SOLD
18+ 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.

41. I CAN
BE A
CMP!

43. THEN,
THE BUS TOUR…

47. BEFORE AFTER

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

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

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

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

61. HOW? The 3 C’s.

62. HAPPIER
COMPANIES

63. PAY HAPPINESS FORWARD.
100% of net profits to the
Happiness Movement
HAPPIER
COMMUNITIES

64. HAPPIER CITIES
REVITALIZING
DOWNTOWN VEGAS

65. 3100 CITIES
110 COUNTRIES
(over 50% of the world!)

66. THAT’S GREAT BUT
IT’LL NEVER WORK
FOR ME…

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

68. WHAT MATTERS
IS
ALIGNMENT
AND
COMMITMENT

69. (RE-ENACTMENT)

70. 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

71. THINK ABOUT
M
E
BEING TRUE TO YOUR (WEIRD) SELF

72. THINK ABOUT
WE
ALIGNING CORE VALUES

73. THINK ABOUT
COMMUNIT
Y
PURPOSEFUL, LONG-TERM HAPPINESS

74. THANK YOU!
THEN DO.