5. 300,000+ COPIES SOLD
17+ LANGUAGES/COUNTRIES
2010 BEST OF LISTS
AMAZON CUSTOMER FAVORITE
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
#1 BESTSELLER LISTS
NYTIMES
WHOA. WSJ
AMAZON
BARNES & NOBLE
BORDERS
5
16. WE HEARD FROM
AROUND THE
WORLD
no matter what…
BACKGROUND
CULTURE
IDEAS
JOB
UNIFIED
BY THE SAME
VISION
HAPPINESS
16
17. CAN COMPANIES
REALLY BE
SUCCESFUL WITH
HAPPINESS AS A
BUSINESS MODEL?
17
18. A LITTLE UC BERKELEY BACHELOR OF ARTS
KPMG/LIQUID THINKING
ABOUT INTERNET STRATEGIST
FREELANCE CONSULTANT
ME… INTERNET STRATEGY
WRITING
GRAPHIC DESIGN
ZAPPOS – SPECIAL PROJECTS CONSULTANT
CONSULTANT – 9 YEARS
SF TO VEGAS RELOCATION
BRANDING AND CULTURE BOOK CREATOR
(NOW ON ITS 7TH EDITION)
DELIVERING HAPPINESS
CEO AND CHIEF HAPPINESS OFFICER
LED LAUNCH AND MANAGEMENT OF THE
BOOK, TOUR AND NOW THE COMPANY/
MOVEMENT.
18
19. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID,
BUT PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM FEEL .”
MAYA ANGELOU
19
20. TOP 100 BEST 2009 #23
COMPANIES TO 2010 #15
WORK FOR
20 2011 #6
22. CUSTOMER EXPERIENCE
PEC PERSONAL EMOTIONAL CONNECTION
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?
22
23. 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.
23
25. HOW IS CULTURE
#1 PRIORITY?
HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 offer
ZAPPOS CULTURE BOOK
TWITTER
25
26. HOW DID ZAPPOS
BUILD THEIR
CULTURE AND
BRAND?
HOW CAN YOU
APPLY THEIR
LESSONS LEARNED?
BRAND IS A
LAGGING
INDICATOR OF
CULTURE
26
27. 1. IS IT
IMPORTANT
TO YOU?
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCE AND TIME TO IT?
HOW HIGH A PRIORITY WILL IT BE?
27
29. 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?
29
30. RESEARCH SHOWS
WHAT MAKES
LONG-TERM
SUSTAINABLE BRANDS
CULTURE AND
HIGHER PURPOSE
30
31. 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
31
32. 3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO
FEAR.
(WHILE SAVING TIME, EFFORT AND
ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
32
33. 4. VISION
DOES IT HAVE MEANING AND
PASSION BEHIND IT?
DOES IT INSPIRE (VS.
MOTIVATE)?
“CHASE THE VISION, NOT THE
PAPER.”
-
33
34. FOR
EMPLOYEES
WHAT’S THE LARGER
VISION AND GREATER
PURPOSE IN THEIR
WORK BEYOND MONEY
OR PROFITS?
FOR
ENTREPRENEURS
WHAT WOULD YOU BE
PASSIONATE ABOUT DOING
IF YOU DIDN’T FEAR
FAILURE AND DIDN’T MAKE
ANY MONEY FOR 10
YEARS?
34
35. 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.”
-
35
36. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.
HIRE BASED ON VALUES.
“IF YOU WANT TO GO QUICKLY, GO ALONE.
IF YOU WANT TO GO FAR, GO TOGETHER.”
- AL GORE, FROM AN AFRICAN PROVERB
(THAT’S NOT AL GORE)
36
38. 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
38
39. CULTURE AND CUSTOMER SERVICE
WORD OF MOUTH (75% REPEAT CUSTOMERS)
INVEST IN C+C MORE THAN OTHER AREAS
$1,000
800
Gross Sales $MM
600
400
200
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
NOV „09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
39
40. 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.
40
41. TAKING A STEP BACK…
TAKE A MOMENT
TO THINK, WHAT
ARE YOUR GOALS
IN LIFE?
41
43. RESEARCH SHOWS
WE’RE SUPERBAD
AT PREDICTING
WHAT WILL BRING
US SUSTAINED
HAPPINESS
EVEN THOUGH WE’RE
HARDWIRED FOR IT
EXAMPLES:
LOTTERY WINNERS
“WHEN I GET ___, I’LL BE HAPPY”
“WHEN I ACHIEVE ____, I’LL BE HAPPY”
43
46. MIHÁLY
CSÍKSZENTMIHÁLYI
MOST LONG-TERM, FULFILLING HAPPINESS
HIGHER PURPOSE
AND MEANING PRONOUNCED
ME-HIGH
CHICK-SENT
-ME-HIGH
BEING PART OF SOMETHING
BIGGER THAN SELF
46
62. “DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS
TO HAVE A
BOOK”
- SETH
62
63. “THERE WAS THIS GREAT PASSION ABOUT GETTING ON THIS BUS – ONE OF THOSE
MOMENTS WHERE YOU DECIDE YOU‟RE EITHER GOING TO LIVE SOMETHING YOU HAVE
NO UNDERSTANDING OF, OR WHETHER YOU‟RE GOING TO STAY IN YOUR BOX AND WHAT
YOU‟RE COMFORTABLE WITH.
I FELT LIKE LIVING.”
-ASHTON KUTCHER
SXSW
2011
63
65. GLOBAL MOVEMENT TO
SPREAD AND INSPIRE
HAPPINESS IN THE
WORLD
COMPANY
WITH A
CAUSE
SCIENTIFIC SENSE
BUSINESS SENSE
COMMON SENSE
HAPPINESS
AS A MODEL IN
BUSINESS & LIFE
65
67. EXAMPLES OF THE DH MOVEMENT
HAPPIER WORKPLACES AND COMMUNITIES
DH@WORK
CULTURE BOOK CREATION
PhD PROGRAM
PURSUIT OF HAPPINESS DAY
COMMUNITY INTERACTION
VHPs & TOWN HALLS
CONTENT
INSPIRATIONAL VIDEOS, BLOG & STORIES
STORE
INSPIRATIONAL GOODS AND GEAR
FOR A COPY OF CULTURE BOOK
67 AND/OR THIS PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
71. WHAT’S YOUR
COMPANY’S VALUES
AND HIGHER
PURPOSE?
WHAT’S YOUR
VALUES AND
71
HIGHER PURPOSE?
72. THANK YOU
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
FOR A CULTURE BOOK OR
COPY OF THE PRESENTATION
72 JENN@DELIVERINGHAPPINESS.COM
