IQPC Call Center Week - Jenn Lim - Delivering Happiness
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Transcript of IQPC Call Center Week - Jenn Lim - Delivering Happiness
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IQPCCall Center Week
11 JUNE 2014
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
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WHAT IS YOUR GOAL IN LIFE?
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• “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.
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REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
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MT. KILI
GREEN FIELDExplored and
PrioritizedINTERNET
CONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HAPP
INES
S+
|
OH @#$%
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CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESS AS A
BUSINESS MODEL?
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“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.”
— MAYA ANGELOU
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“A WOMAN’S DREAM CLOSET…”
ZAPPOSKENTUCKY WAREHOUSE
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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
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CULTURE
#1 PRIORITY?
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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
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HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
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THE CULTURE BOOK
THE CULTURE BOOK
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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]
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CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. Be Humble
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CULTURE AND CUSTOMER SERVICE$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sal
es $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**
*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
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BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
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87% EMPLOYEES IN THE WORLD DISENGAGED
$500B LOST IN PRODUCTIVITY (U.S. ALONE)
- GALLUP 2012
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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?
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1. COMMITMENTDO 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?
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2. DEFINE YOUR CORE VALUESIT’S HARD.START EARLY.
WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?
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EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”TOURS & MEDIA
VISITSZAPPOS INSIGHTS
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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?
4. VISION
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5. BUILD MEANINGFULRELATIONSHIPS
IT’S NOT ABOUT NETWORKING. 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.”
-
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6. BUILD THE RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.HIRE/FIRE BASED ON VALUES.
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SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
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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
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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
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IF RESEARCH SHOWS VISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
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FIRST…THERE WAS A BOOK
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550,000+ COPIES SOLD20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
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I CAN BE A CMP!
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THEN, THE BUS TOUR…
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THEN THERE WAS A BUS TOUR
FIRST…THERE WAS A BOOK
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WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
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NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
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HOW?
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HAPPIER COMMUNITIES
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HAPPIER COMMUNITIES
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HAPPIER COMPANIES
HAPPINESSATWORKSURVEY.COM
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TIPPING POINT OF HAPPINESS
HARVARD BUSINESS REVIEWJAN-FEB 2012
BETTER RETENTION SICK LEAVE 66%
BURNOUT 125% TURNOVER 51%
MORE ENGAGEMENTSALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 22-33%
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HAPPIEREMPLOYEES
HAPPIERCUSTOMERS= = SUCCESSFUL
COMPANIES&
MEANINGFULLIVES
51%
TURNOVER22%
PROFITABILITY 7.5YEARS
HEALTHIER&
LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
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39% MONTHLY SALES92% UNPLANNED ABSENCE
HAPPINESS…DELIVERED.
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HOW? ONE PCC AT A TIME.
3100 Cities
110 Countries(AND COUNTING!)
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HOW CAN WE HELP?
FOR: QUESTIONS
CULTURE BOOKCOPY OF THE PRESENTATION
[email protected] THE MOVEMENT
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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BE TRUE TO OUR WEIRD SELVES
IMAGINE…
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BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND PURPOSE
IMAGINE…
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BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND PURPOSE
PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
IMAGINE…
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THANK YOU!
THEN DO.