cleveland clinic pe summit, jenn lim, delivering happiness
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PATIENT EXPERIENCE SUMMITCLEVELAND CLINIC
MAY 21 2012 – CLEVELAND
JENN LIMCEO & CHIEF HAPPINESS OFFICER
• “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.
GO BEARS!
INTERNETCONSULTANT
LAYOFFLOSERLOSS
MT. KILI
GREEN FIELDExplored and Prioritized
ZAPPOSCONSULTANT
ROCK BOTTOM REALLOSS
“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 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.
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS 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
Communication7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. 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
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT
2.CORE VALUES3.TRANSPARENCY
4.VISION5.RELATIONSHIPS
6.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?
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?
IF DISENGAGEMENT COSTS $300B IN LOST PRODUCTIVITY A YEAR
- GALLUP 2008
IMAGINE WHAT ENGAGEMENT CAN DO
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.”
-
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.
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%
CONTROL
ADAPTED FROM SONJA LYUBORMIRSKY’STHE HOW OF HAPPINESS
THE ELEMENTS OF HAPPINESS
NORMDAY TO DAYDECISIONS
>>ACTIONS
50%
10%
40%
CONTROL
100% CONTROL100%CHOICE
>>SUSTAINABLE HAPPINESS
IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND YOUR
COMPANY?
400,000+ COPIES SOLD18+ LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
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
InspirationPursue passion and purpose.
CommunityConnect people.
EducationEmpower each other.
ExperiencesCreate meaningful moments together.
So…how do you fuel a movement?
HAPPINESS NUDGED TODAY…
Community
Partners
HAPPINESS DELIVERED IN 105 COUNTRIES (53% of THE WORLD’S COUNTRIES)
A WORLD OF SUSTAINABLE HAPPINESSAT WORK, COMMUNITY AND EVERYDAY LIFE
DELIVERING HAPPINESS EOY 2012
2/3 OF THE WORLD NUDGED
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%______________________________________
TURNOVERENGAGEMENT CREATIVITYPROFITS
STUDIES FROM THEHARVARD BUSINESS REVIEW,
JAN-FEB 2012 ISSUE
HAPPINESS @WORK
NOT SAYING BE LIKE ZAPPOS OR DELIVERING HAPPINESS
NOT THE ACTUAL CORE VALUES THAT MATTER
WHAT MATTERS IS ALIGNMENT AND COMMITMENT
WITH…GENERATIONAL ADVANCESACCESS TO INFORMATION
OUR 40% CONTROL
SCIENTISTSECONOMISTS
GOVERNMENTSUNITED NATIONS
HOW DO WE CHANGE THE WORLD?
-POVERTY-WATER
-DISEASE-EDUCATION
-HAPPINESS
NOT A PIPEDREAM ANYMORE
FOR A CULTURE BOOK OR COPY OF THE PRESENTATION
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
To apply for VHP status: BIT.LY/VHPinvite