Download Haas Business School - UC Berkeley - Jenn Lim Delivering Happiness...
HAAS BUSINESS SCHOOL OCT 15 2012 – BERKELEY, CA
GO BEARS! JENN LIM CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS IN LIFE
WHAT IS YOUR GOAL IN LIFE?
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
REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS?
HOW DID I GET HERE
GO BEARS!
INTERNET CONSULTANT
ZAPPOS CONSULTANT
GREEN FIELD Explored and Prioritized
LAYOFF LOSER LOSS
MT. KILI
ROCK BOTTOM REAL LOSS
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…”
ZAPPOS KENTUCKY WAREHOUSE
EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE
PERSONAL EMOTIONAL CONNECTION
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.
#1 PRIORITY?
CULTURE
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 THE CULTURE BOOK BOOK
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
[email protected]
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 WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS
$1,000
Gross Sales $MM
800
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200
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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
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?
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? HOW HIGH A PRIORITY WILL IT BE (NOT JUST FOR A MONTH OR YEAR, BUT THE LIFE OF THE COMPANY)? WILL IT BE?
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?
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
4. VISION DOES IT HAVE MEANING AND PASSION BEHIND IT? DOES IT INSPIRE (VS. MOTIVATE)?
“CHASE THE VISION, NOT THE PAPER.” -
71% EMPLOYEES IN THE U.S. DISENGAGED $300B LOST IN PRODUCTIVITY FROM DISENGAGEMENT
FOR EMPLOYEES*
-
GALLUP 2008, 2011
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?
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.” -
6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES.
THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY…
HOLD THAT THOUGHT.
WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY…
LEARNED ALONG THE WAY…
TOP 5 I WISH‟ES IN LIFE
…NOT WORKED SO HARD
#1 …THE COURAGE TO LIVE TRUE
TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED
I WISH I HAD…
…THE COURAGE TO EXPRESS MY FEELINGS.
…LET MYSELF BE
HAPPIER …STAYED IN TOUCH WITH
FRIENDS
SOME FRAMEWORKS LEARNED ALONG THE WAY…
- BRONNIE WARE TOP 5 REGRETS OF DYING
THE ELEMENTS OF HAPPINESS
CONTROL
NORM
40%
DAY TO DAY DECISIONS >> ACTIONS
10%
NURTURE
50%
ENVIRONMENT CIRCUMSTANCES
NATURE GENETICS
ADAPTED FROM SONJA LYUBORMIRSKY‟S THE HOW OF HAPPINESS
THE ELEMENTS OF HAPPINESS
CONTROL
40% 10%
NORM DAY TO DAY DECISIONS >> ACTIONS
90%
SUSTAINABLE HAPPINESS
50%
NATURE GENETICS
HAPPINESS FRAMEWORK 2
MASLOW‟S HIERARCHY
MIHÁLY CSÍKSZENTMIHÁLYI
IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
HOW DO WE TURN SUPERBAD INTO SUPERGOOD?
LABOR DAY 2009
FIRST… THERE WAS A BOOK
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
WHOA.
NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
I CAN BE A CMP!
THEN,
THE BUS TOUR…
BEFORE
AFTER
“DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
FIRST…THERE WAS A
BOOK
THEN THERE WAS A
BUS TOUR
WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION
NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB
HAPPINESS
NOW…THE MOVEMENT
SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
HOW? The 3 C‟s.
HAPPIER COMPANIES
HAPPIER COMMUNITIES
PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
HAPPIER CITIES
REVITALIZING DOWNTOWN VEGAS
C/C/C = HAPPIER WORLD
In 105 countries today... (and growing)
THAT‟S GREAT BUT IT‟LL NEVER WORK FOR ME…
HAPPINESS in the WORKPLACE SALES 37% PRODUCTIVITY31% ACCURACY 19% ______________________________________
TURNOVER ENGAGEMENT CREATIVITY PROFITS
STUDIES FROM THE HARVARD BUSINESS REVIEW, JAN-FEB 2012 ISSUE
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER
WHAT MATTERS IS ALIGNMENT AND COMMITMENT
IMAGINE: SUPERBAD
SUPERGOOD.
WITH… GENERATIONAL ADVANCES TECHNOLOGY OUR 90% CONTROL PSYCHOLOGISTS ACADEMIA SCIENTISTS ECONOMISTS GOVERNMENTS UNITED NATIONS
IN THE WORKPLACE COMMUNITY EVERYDAY LIFE
LIKE THE 4 MINUTE MILE CHANGE THE WORLD IN WAYS WE NEVER THOUGHT POSSIBLE
HAPPINESS {NOT A PIPEDREAM ANYMORE}
FOR A CULTURE BOOK OR COPY OF THE PRESENTATION
[email protected] JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
TOGETHER… Let‟s
