haas business school - uc berkeley - jenn lim delivering happiness
TRANSCRIPT
HAAS BUSINESS SCHOOLOCT 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?
• “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.
REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
GO BEARS!
INTERNETCONSULTANT
LAYOFFLOSERLOSS
MT. KILI
GREEN FIELDExplored and Prioritized
ZAPPOSCONSULTANT
ROCK BOTTOM
REALLOSS
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…”
ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE
EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
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.
CULTURE
#1 PRIORITY?
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER 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 BOOKWHAT 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 TOOJAPAN 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 Service2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit8. Do More with Less
9. Be Passionate and Determined10. Be Humble
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
BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT2.CORE VALUES
3.TRANSPARENCY4.VISION
5.RELATIONSHIPS6.THE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
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 VALUESIT’S HARD, SO START EARLY.
WHAT ARE YOUR COMPANY’S CORE VALUES?
WHAT ARE YOUR PERSONAL CORE VALUES?
DO THEY ALIGN?
EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”TOURS & MEDIA
VISITSZAPPOS INSIGHTS
4. VISIONDOES IT HAVE MEANING AND PASSION BEHIND IT?
DOES IT INSPIRE (VS. MOTIVATE)?
“CHASE THE VISION, NOT THE PAPER.”
-
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
5. BUILD RELATIONSHIPSIT’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.
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
SOME FRAMEWORKS LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARETOP 5 REGRETS OF DYING
…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
THE ELEMENTS OF HAPPINESS
NATUREGENETICS
NURTUREENVIRONMENT
CIRCUMSTANCES
50%
10%
NORMDAY TO DAY
DECISIONS >>ACTIONS
40%C
ON
TR
OL
ADAPTED FROM SONJA LYUBORMIRSKY’STHE HOW OF HAPPINESS
THE ELEMENTS OF HAPPINESS
NORMDAY TO DAYDECISIONS
>>ACTIONS
50%
10%
40%C
ON
TR
OL
NATUREGENETICS
SUSTAINABLE HAPPINESS
90%
HAPPINESS FRAMEWORK 2MASLOW’S HIERARCHY
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
HOW DO WE TURN SUPERBADINTOSUPERGOOD?
LABOR DAY 2009
FIRST…THERE WAS A BOOK
400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
I CAN BE A CMP!
THEN, THE BUS TOUR…
BEFORE AFTER
“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
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
HOW? The 3 C’s.
HAPPIER COMPANIES
PAY HAPPINESS FORWARD.100% of net profits to the
Happiness Movement
HAPPIERCOMMUNITIES
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…
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%______________________________________
TURNOVERENGAGEMENT CREATIVITYPROFITS
STUDIES FROM THEHARVARD BUSINESS REVIEW,
JAN-FEB 2012 ISSUE
HAPPINESS in the WORKPLACE
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS
NOT THE ACTUAL CORE VALUES THAT MATTER
WHAT MATTERS IS ALIGNMENT AND COMMITMENT
WITH…GENERATIONAL ADVANCES
TECHNOLOGYOUR 90% CONTROL
PSYCHOLOGISTSACADEMIA
SCIENTISTSECONOMISTS
GOVERNMENTSUNITED NATIONS
IN THE WORKPLACECOMMUNITY
EVERYDAY LIFE
LIKE THE4 MINUTE MILE
CHANGE THEWORLD IN WAYS
WE NEVER THOUGHT POSSIBLE
HAPPINESS{NOT A PIPEDREAM ANYMORE}
FOR A CULTURE BOOK OR COPY OF THE PRESENTATION
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
TOGETHER…Let’s