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HILTON WORLDWIDE
HAMPTON INN & SUITES
MEMPHIS, TN
AUGUST 22 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER
Hilton worldwide jenn lim delivering happiness_60_16.9
TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE?
WHAT ARE YOUR GOALS IN
LIFE?
OUR BRAINS ARE
HARDWIRED TO SEEK
HAPPINESS.
YET WE’RE SUPERBAD
AT PREDICTING
WHAT CAN SUSTAIN
IT.
HOW THE
HECK DID
I GET HERE?
REFLECTION
WHY AM I SO
PASSIONATE ABOUT
HAPPINESS?
MT.
KILI
GREEN FIELD
Explored and
PrioritizedINTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEAR
S!
ZAPPOS
CONSULTANT
ROCK BOTTOM
REAL LOSS
TIME
HAPPINESS
+|
OH
@#$%
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…”
ZAPPOSKENTUCKY WAREHOUSE
EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION
Hilton worldwide jenn lim delivering happiness_60_16.9
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.
CULTURE
#1 PRIORITY?
RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS
CULTURE AND
HIGHER PURPOSE
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 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
Hilton worldwide jenn lim delivering happiness_60_16.9
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
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
BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010
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
?
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?
2. DEFINE
YOUR CORE
VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
Hilton worldwide jenn lim delivering happiness_60_16.9
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
5. BUILD
MEANINGFUL
RELATIONSHIPS
IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE INTERESTED,
YOU DON’T HAVE TO TRY TO
BE INTERESTING.
6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE BASED ON
VALUES.
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
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
ELEMENTS OF HAPPINESS
NORMDAY TO DAY
DECISIONS
>>
ACTIONS
50%
10%
40%CONTROL
NATURE
GENETICS
NURTURE
ENVIRONMENT
SUSTAINABLE
HAPPINESS
90%
Hilton worldwide jenn lim delivering happiness_60_16.9
HAPPINESS FRAMEWORK 2
MASLOW’S HIERARCHY
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND
FIRST…
THERE WAS A BOOK
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.
I CAN BE
A CMP!
Hilton worldwide jenn lim delivering happiness_60_16.9
THEN,
THE BUS TOUR…
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
Hilton worldwide jenn lim delivering happiness_60_16.9
“DELIVERING
HAPPINESS
IS A MOVEMENT
THAT HAPPENS TO
HAVE A BOOK”
- SETH GODIN
THEN THERE
WAS A BUS
TOUR
FIRST…THERE
WAS A BOOK
WE HEARD FROM AROUND THE WORLD
UNIFIED
BY THE
SAME
VISION
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HOW? The 3 C’s.
3100
Cities
110
Countries
HAPPIER
COMPANIES
HAPPIER
COMPANIES
PAY HAPPINESS FORWARD.
100% of net profits to the
Happiness Movement
HAPPIER
COMMUNITIES
HAPPIER CITIES
REVITALIZING
DOWNTOWN VEGAS
HARVARD BUSINESS REVIEW
JAN-FEB 2012 ISSUE
HAPPINESS in the
WORKPLACE
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%
CREATIVITY300%
______________________________________
TURNOVER
ENGAGEMENT
CREATIVITY
PROFITS

WHAT MATTERS
IS
ALIGNMENT
AND
COMMITMENT
(RE-ENACTMENT)
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
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…
THANK YOU!
THEN DO.
Hilton worldwide jenn lim delivering happiness_60_16.9

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Hilton worldwide jenn lim delivering happiness_60_16.9

Notas del editor

  1. 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?
  2. 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?
  3. Add gallup poll – 300B loss in productivity and 71% disengaged