1. AT&T SERVICES, INC
DALLAS, TX
JANUARY 17, 2014
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. OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.
YET WE’RE
SUPERBAD AT
PREDICTING
WHAT CAN
SUSTAIN IT.
•
•
•
•
“WHEN I GET _____, I’LL BE HAPPY”
“WHEN I ACHIEVE _____, I’LL BE HAPPY”
LOTTERY WINNERS
TERMINALLY INJURED OR DISABLED

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

7. HAPPINESS
MT. KILI
ZAPPOS
CONSULTANT
GO
BEARS!
TIM
E
|
+
INTERNET
CONSULTANT
GREEN FIELD
Explored and
Prioritized
OH
@#$%
LAYOFF
LOSER
LOSS
ROCK
BOTTOM

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
EMPLOYEES.
CUSTOMERS WHO ARE INSATIABLE OR ABUSE YOUR
•
DON’T MEASURE CALL TIMES, DON’T FORCE EMPLOYEES TO UPSELL, AND DON’T
•
DON’T HIDE YOUR 1-800 NUMBER. IT’S A MESSAGE NOT JUST TO YOUR CUSTOMERS, BUT TO
USE SCRIPTS.
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
•
GIVE GREAT SERVICE TO EVERYONE: CUSTOMERS, EMPLOYEES, AND VENDORS.
PASSIONATE ABOUT CUSTOMER SERVICE.

13. #1 PRIORITY?
CULTUR

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
THE
CULTURE
CULTURE
BOOK
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
6.
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
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
CUSTOMER SERVICE
AND
$2B* COMPANY
1999 – TODAY
$1,000
Gross Sales $MM
800
600
400
200
‘00
‘01
‘02
‘03
‘04
‘05
‘06
‘07
‘08
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING

21. BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010

22. HAPPIER
EMPLOYEES

51%
TURNOVER
=
HAPPIER
CUSTOMERS
22%
PROFITABILITY
=
SUCCESSFUL
COMPANIES
&
MEANINGFUL
LIVES
7.5
YEARS
HEALTHIER
&
LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012
PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013

24. AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
HOW
?
LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?

25. 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. 2. DEFINE
YOUR CORE
VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?

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

28. 4. VISION
71% EMPLOYEES IN
THE U.S. DISENGAGED
FOR
EMPLOYEES*
WHAT’S THE
LARGER VISION AND
GREATER PURPOSE
IN THEIR WORK
BEYOND MONEY OR
PROFITS?
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
GALLUP 2008, 2011
FOR
ENTREPRENEUR
WHAT WOULD YOU
S
BE PASSIONATE
ABOUT DOING IF
YOU DIDN’T FEAR
FAILURE AND
DIDN’T MAKE ANY
MONEY FOR 10
YEARS?

29. 5. BUILD
MEANINGFUL
RELATIONSHI
PS
IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE
INTERESTED, YOU
DON’T HAVE TO TRY
TO BE INTERESTING.

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

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

32. TOP 5 I WISH’ES IN LIFE
NOT I WISH…IT’S WOW
#
…NOT
WORKED
SO HARD
1 …THE
COURAGE
TO LIVE
TRUE TO
MYSELF,
NOT
THE LIFE
OF WHAT
OTHERS
EXPECTED
…THE COURAGE
TO EXPRESS MY
FEELINGS.
I WISH
I HAD…
…LET MYSELF BE
…STAYED IN
TOUCH WITH
HAPPIER
FRIENDS
SOME FRAMEWORKS
LEARNED ALONG THEBRONNIE WARE
- WAY…
TOP 5 REGRETS OF DYING

33. HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS

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

37. FIRST…
THERE WAS A
BOOK

38. 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
WHOA.
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS

39. I CAN
BE A
CMP!

41. THEN,
THE BUS TOUR…

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

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

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

48. HOW? The 3 C’s.
3100
Cities
110
Countries

49. HAPPIER
COMPANIES
HAPPINESS SURVEY
ROI CALULATOR

50. HAPPIER
COMMUNITIES
&
CITIES
REVITALIZE YOUR
CITY/COMMUNITY

51. TIPPING POINT OF
HAPPINESS
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%

MORE ENGAGEMENT
SALES 37%
PRODUCTIVITY31%
CREATIVITY300%


PROFITS 33%

52. WHAT
MATTERS IS
ALIGNMENT
AND
COMMITMENT

53. 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

54. IMAGINE…
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS

55. THEN DO.
THANK YOU!