Good morning stockholm 11.17.11 jenn lim 2
-
date post
14-Sep-2014 -
Category
Business
-
view
1.024 -
download
4
description
Transcript of Good morning stockholm 11.17.11 jenn lim 2
![Page 1: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/1.jpg)
GOOD MORNING STOCKHOLM11.17.11
JENN LIMCEO & CHIEF HAPPINESS OFFICER
![Page 2: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/2.jpg)
![Page 3: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/3.jpg)
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
![Page 4: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/4.jpg)
WHAT ARE YOUR GOALS IN LIFE?
![Page 5: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/5.jpg)
AS HUMANS, OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT IT
EXAMPLES:DAN GILBERT’S RESEARCH
• “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED
![Page 6: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/6.jpg)
REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
![Page 7: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/7.jpg)
GO BEARS!
INTERNETCONSULTANT
LAYOFFLOSERLOSS
MT. KILI
GREEN FIELDExplored and Prioritized
ZAPPOSCONSULTANT
ROCK BOTTOM
REALLOSS
![Page 8: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/8.jpg)
CAN HAPPINESS REALLY BE USED AS
A MODEL IN BUSINESS AND LIFE
?
![Page 9: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/9.jpg)
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.”— MAYA ANGELOU
![Page 10: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/10.jpg)
“A WOMAN’S DREAM CLOSET…”
ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE
![Page 11: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/11.jpg)
CUSTOMER EXPERIENCE
PERSONAL EMOTIONAL CONNECTION
![Page 12: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/12.jpg)
CULTURE
#1 PRIORITY?
![Page 13: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/13.jpg)
MUMURATION IN STARLINGS(VIDEO)
![Page 14: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/14.jpg)
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
![Page 15: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/15.jpg)
10 WAYS TO INSTILL CUSTOMER SERVICEEXCERPTED 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.
![Page 16: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/16.jpg)
THE CULTURE BOOK
THE CULTURE BOOK
![Page 17: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/17.jpg)
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
![Page 18: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/18.jpg)
CULTURE AND CUSTOMER SERVICEWORD OF MOUTH (75% REPEAT CUSTOMERS)INVEST IN C+C MORE THAN OTHER AREAS
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
![Page 19: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/19.jpg)
SOME FRAMEWORKS LEARNED ALONG THE WAY…
SO WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME FRAMEWORKS LEARNED ALONG THE WAY…
![Page 20: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/20.jpg)
![Page 21: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/21.jpg)
![Page 22: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/22.jpg)
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
![Page 23: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/23.jpg)
18 LANGUAGESNYTIMES BESTSELLERWSJ BESTSELLER
IT STARTED AS A BOOK
![Page 24: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/24.jpg)
I CAN BE A CMP!
![Page 25: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/25.jpg)
THEN IT BECAME ABUS TOURBUS TOUR
CROSS-COUNTRY23-CITIESTHREE-AND-A-HALF MONTHS
![Page 26: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/26.jpg)
![Page 27: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/27.jpg)
WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
![Page 28: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/28.jpg)
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
![Page 29: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/29.jpg)
INSPIRATIONLIVE PASSIONATELY. INSPIRE AND BE INSPIRED.
COMMUNITYCONNECT PEOPLE WHO WANT A PURPOSEFUL LIFE.
EDUCATIONTEACH AND EMPOWER EACH OTHER.
EXPERIENCESCREATE MEANINGFUL MOMENTS TOGETHER.
![Page 30: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/30.jpg)
DH + DH@WORKCOMMUNITY + GLOBAL PARTNERS
A WORLD OF HAPPINESS AS A MODEL AT WORK, COMMUNITY AND EVERYDAY LIFE
![Page 31: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/31.jpg)
JOIN THE MOVEMENT!FOR A CULTURE BOOK OR
COPY OF THE [email protected]
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
To apply for VHP status: BIT.LY/VHPinvite
![Page 32: Good morning stockholm 11.17.11 jenn lim 2](https://reader033.fdocuments.us/reader033/viewer/2022061105/54159c858d7f722f6c8b47b0/html5/thumbnails/32.jpg)
TOGETHER, LET’S