The document discusses creating a culture of happiness in the workplace. It describes how Zappos prioritized culture and customer service to become successful. It advocates adopting core values that align with creating meaning, purpose and happiness for both employees and customers. The author hopes to spread these ideas to inspire happiness in other companies through their books, speaking tours and online community.

1. LOYALTY WORLD 2011 11.15.11 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?

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

7. GO BEARS! INTERNET CONSULTANT LAYOFF LOSER MT. KILI GREEN FIELD EXPLORED AND PRIORITZED CEO & CHO CHIEF HAPPINESS OFFICER OF DELIVERING HAPPINESS ZAPPOS CONSULTANT

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 P ERSONAL E MOTIONAL C ONNECTION

13. CULTURE #1 PRIORITY?

15. THE CULTURE BOOK THE CULTURE BOOK

16. 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 JENN@DELIVERINGHAPPINESS.COM

19. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE

20. CULTURE AND CUSTOMER SERVICE WORD OF MOUTH (75% REPEAT CUSTOMERS) INVEST IN C+C MORE THAN OTHER AREAS NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING ‘ 01 ‘ 02 ‘ 06 ‘ 03 ‘ 04 ‘ 05 ‘ 07 ‘ 00 ‘ 08 Gross Sales $MM $1,000 800 600 400 200

22. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME OR MY COMPANY… MIGHT BE TRUE IF YOU THINK THAT WAY, PROBABLY NOT TRUE IF YOU THINK IT CAN… SO HOLD THAT THOUGHT.

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

25. HAPPINESS FRAMEWORK 2 MASLOW’S HIERARCHY

27. HIGHER PURPOSE AND MEANING BEING PART OF SOMETHING BIGGER THAN SELF MOST LONG-TERM, FULFILLING HAPPINESS

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

30. HOW DO WE TURN SUPERBAD INTO SUPERGOOD?

31. LABOR DAY 2009 FIRST… THERE WAS A BOOK

32. 320,000+ COPIES SOLD 17+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS AMAZON CUSTOMER FAVORITE NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.

33. I CAN BE A CMP!

45. “ DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK ” - SETH GODIN

48. OUR PURPOSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD WHY? SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE HAPPINESS IS A BASIC HUMAN NEED LET’S TURN SUPERBAD INTO SUPERGOOD

49. Inspiration Live passionately. Inspire and Be Inspired. Community Connect people who want a purposeful life. Education Teach and empower each other. Experiences Create meaningful moments together. So…uh, how do you fuel a movement?

50. DH + DH@WORK COMMUNITY + GLOBAL PARTNERS Exploring partnerships around the world to scale with people and workplaces that share our values

51. Merch with a Mission

52. [email_address]

53. AND DH

54. THAT’S GREAT BUT IT’LL NEVER WORK FOR ME…

55. NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS NOT THE ACTUAL CORE VALUES THAT MATTER WHAT MATTERS IS ALIGNMENT AND THAT YOU COMMIT TO THEM

56. JOIN THE MOVEMENT! FOR A CULTURE BOOK OR COPY OF THE PRESENTATION [email_address] DELIVERINGHAPPINESS.COM FACEBOOK .COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO To apply for VHP status: BIT.LY/VHPinvite

57. TOGETHER, LET’S