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Eo malaysia 3 28 jenn lim_delivering happiness
Jenn Lim, CEO of Outsourcing Malaysia, gave an exclusive luncheon speech in Kuala Lumpur on March 28, 2013. She discussed how focusing on happiness and culture led to the success of Zappos, growing from $1 million in sales in 1999 to $2 billion today after being acquired by Amazon. She outlined lessons learned about committing to happiness as a business model, defining core values, promoting transparency, establishing a clear vision, and building relationships and the right team.
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Eo malaysia 3 28 jenn lim_delivering happiness
- 1. OUTSOURCING MALAYSIA EXCLUSIVECEO LUNCHEON KUALA LAMPUR MARCH 28, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENTTO THINK… WHAT ARE YOUR GOALS IN LIFE ?
- 4. WHAT IS YOURGOAL IN LIFE?
- 5. OUR BRAINS ARE HARDWIREDTO 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
- 6. REFLECTION WHY AM ISO PASSIONATE ABOUT HAPPINESS? HOW DID ? I GET HERE
- 7. GO INTERNET LAYOFF BEARS! CONSULTANT LOSER MT. KILI LOSS ROCK ZAPPOS GREEN FIELD BOTTOM CONSULTANT Explored and Prioritized REAL LOSS
- 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
- 9. “PEOPLE WILL FORGETWHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU FEEL.” MADE THEM — MAYA ANGELOU
- 10. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
- 11. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
- 12. 10 WAYS TOINSTILL 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 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.
- 13. #1 PRIORITY? CULTUR
- 14. RESEARCH SHOWS WHAT MAKES LONG-TERMSUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 15. HOW IS CULTURE #1PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
- 16.
- 17. THE CULTURE BOOK WHAT ISIT? 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
- 19. 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
- 20. CULTURE AND CUSTOMER SERVICE $2B COMPANY 1999 – TODAY $1,000 800 Gross Sales $MM 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 21. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
- 22. AN EXPERIMENT IN HAPPINESSAS A BUSINESS MODEL LESSONS LEARNED: 1.COMMITMENT ? 2.CORE VALUES HOW 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
- 23. 1. COMMITMENT HOW IMPORTANT TO YOU? DOYOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT?
- 24. 2. DEFINE YOUR CORE VALUES IT’SHARD, SO START EARLY. WHAT ARE YOUR COMPANY’S CORE VALUES? WHAT ARE YOUR PERSONAL CORE VALUES? DO THEY ALIGN?
- 25. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS & MEDIA VISITS
- 26. 4. VISION 71% EMPLOYEES IN THE U.S. DISENGAGED $300B LOST IN FOR PRODUCTIVITY FROM DISENGAGEMENT EMPLOYEES* GALLUP 2008, 2011 - WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEUR S WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10
- 27. 5. BUILD RELATIONSHIPS IT’S NOTABOUT 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.” -
- 28. 6. BUILD THE RIGHTTEAM HIRE SLOWLY. FIRE QUICKLY. HIRE BASED ON VALUES.
- 29. THAT’S GREAT BUT IT’LL NEVERWORK FOR ME OR MY COMPANY… HOLD THAT THOUGHT.
- 30. WHAT DOES THE SCIENCEOF HAPPINESS HAVE TO TELL US? SOME FRAMEWORKS SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
- 31. TOP 5 IWISH’ES IN LIFE …NOT # 1 …THE WORKED SO HARD COURAGE …THE COURAGE TO LIVE I WISH TO EXPRESS MY FEELINGS. TRUE TO I HAD… MYSELF, …LET MYSELF BE NOT THE HAPPIER …STAYED IN LIFE OF TOUCH WITH WHAT FRIENDS OTHERS EXPECTED SOME FRAMEWORKS - BRONNIE WARE LEARNED ALONG THE WAY… TOP 5 REGRETS OF DYING
- 32. THE ELEMENTS OF HAPPINESS NORM DAY TO DAY 40% DECISIONS >> ACTIONS CONTROL NURTURE 10% ENVIRONMENT 90% SUSTAINABLE HAPPINESS 50% NATURE GENETICS
- 33. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 34. HAPPINESS FRAMEWORK 2 MASLOW’SHIERARCHY
- 37. IF RESEARCH SHOWS VISION MEANING HIGHERPURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
- 38.
- 39. LABOR DAY 2009 FIRST… THERE WAS A BOOK
- 40. 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 NYTIMES WHOA. WSJ AMAZON BARNES & NOBLE BORDERS
- 41.
- 43. THEN, THEBUS TOUR…
- 47. BEFORE AFTER
- 57. “DELIVERING HAPPINESS IS A MOVEMENT THAT HAPPENS TO HAVE A BOOK” - SETH GODIN
- 58. FIRST…THERE WAS A BOOK THENTHERE WAS A BUS TOUR
- 59. WE HEARD FROMAROUND THE WORLD NO MATTER WHAT UNIFIED •BACKGROUND BY THE •CULTURE SAME •IDEAS VISION •JOB HAPPINESS
- 60. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
- 61. HOW? The 3C’s.
- 62.
- 63. HAPPIER COMMUNITIES PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
- 64. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
- 65. 3100 CITIES 110 COUNTRIES (over 50% of the world!)
- 66. THAT’S GREAT BUT IT’LLNEVER WORK FOR ME…
- 67. HAPPINESS in the WORKPLACE SALES 37% PRODUCTIVITY31% ACCURACY 19% CREATIVITY300% ______________________________________ TURNOVER ENGAGEMENT CREATIVITY PROFITS HARVARD BUSINESS REVIEW JAN-FEB 2012 ISSUE
- 68.
- 69.
- 70. HOW CAN WEHELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION [email protected] JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
- 71. THINK ABOUT M E BEING TRUE TO YOUR (WEIRD) SELF
- 72. THINK ABOUT WE ALIGNING CORE VALUES
- 73. THINK ABOUT COMMUNIT Y PURPOSEFUL, LONG-TERM HAPPINESS
- 74. THEN DO. THANK YOU!
Editor's Notes
- #12 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?