13. 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.
18. THE CULTURE BOOK
WHAT IS IT?
COMPLETELY UNEDITED
SNAPSHOT OF CULTURE EVERY
YEAR – WHAT’S GOOD, WHAT DO
WE NEED TO IMPROVE
STARTED AS CULTURE BOOK,
NOW THE BRAND BOOK TOO
FOR A COPY, JUST EMAIL ME
JENN@DELIVERINGHAPPINESS.COM
20. 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
21. 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
23. 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 HOW CAN THEY
BE APPLIED TO HAMPTON?
HOW
?
24. 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?
27. 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?
71% EMPLOYEES IN
THE U.S. DISENGAGED
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
- GALLUP 2008, 2011
4. VISION
29. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ON
VALUES.
30. 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
…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. ELEMENTS OF HAPPINESS
NORMDAY TO DAY
DECISIONS
>>
ACTIONS
50%
10%
40%CONTROL
NATURE
GENETICS
NURTURE
ENVIRONMENT
SUSTAINABLE
HAPPINESS
90%
39. 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
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
62. 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
63. •BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…
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?
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?
Add gallup poll – 300B loss in productivity and 71% disengaged