5. 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
12. 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.
17. 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
18.
19. CORE
VALUES AT
ZAPPOS
6.
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
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
20. CULTURE
CUSTOMER SERVICE
AND
$2B* COMPANY
1999 – TODAY
$1,000
Gross Sales $MM
800
600
400
200
‘00
‘01
‘02
‘03
‘04
‘05
‘06
‘07
‘08
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING
24. 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?
25. 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?
28. 4. VISION
71% EMPLOYEES IN
THE U.S. DISENGAGED
FOR
EMPLOYEES*
WHAT’S THE
LARGER VISION AND
GREATER PURPOSE
IN THEIR WORK
BEYOND MONEY OR
PROFITS?
$300B LOST IN
PRODUCTIVITY FROM
DISENGAGEMENT
GALLUP 2008, 2011
FOR
ENTREPRENEUR
WHAT WOULD YOU
S
BE PASSIONATE
ABOUT DOING IF
YOU DIDN’T FEAR
FAILURE AND
DIDN’T MAKE ANY
MONEY FOR 10
YEARS?
30. 6. BUILD THE
RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE BASED ON
VALUES.
31. WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME FRAMEWORKS
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
LEARNED ALONG THE WAY…
32. TOP 5 I WISH’ES IN LIFE
NOT I WISH…IT’S WOW
#
…NOT
WORKED
SO HARD
1 …THE
COURAGE
TO LIVE
TRUE TO
MYSELF,
NOT
THE LIFE
OF WHAT
OTHERS
EXPECTED
…THE COURAGE
TO EXPRESS MY
FEELINGS.
I WISH
I HAD…
…LET MYSELF BE
…STAYED IN
TOUCH WITH
HAPPIER
FRIENDS
SOME FRAMEWORKS
LEARNED ALONG THEBRONNIE WARE
- WAY…
TOP 5 REGRETS OF DYING
38. 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
WHOA.
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
53. 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
54. IMAGINE…
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
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?
Formula was emerging … became secret sauce…
Tony was seeing, IT’S ALL ABOUT HAPPINESS!
not only in life, also in business
So he set out to incorporate as much happiness in new culture at zappos as he could
The idea of happiness as a business model was born
Does anyone know this guy?
72% unhappy. Either disengaged, working below potential, or actively sabatoging
1 in 7. Is it you? Is it person next to you? Your boss?