The key to customer engagement!

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1 The key to customer engagement! Customer Focus Summit 2014 Cardiff, APRIL Global Happiness Navigator & CEO

2 TAKE A MOMENT TO THINK LIFE? WHAT ARE YOUR GOALS IN

3 WHAT ARE YOUR GOALS IN LIFE?

4 OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. WHEN I GET I WILL BE HAPPY LOTTERY WINNERS TERMINALLY INJURED OR DISABLED

5 WORK? HOW CAN WE BE BETTER, AND WHAT S IT GO TO DO WITH

6 STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK

7 WHO S CARLOS FROM DELIVERING HAPPINESS? HERE? HOW DID I GET

8 WHY AM I SO PASSIONATE ABOUT It s easier to make someone cry than make someone laugh! 4-5 Years USA 16 Years 11 Years 22 Years 23 Years 24 Years

9 $2B COMPANY 8 MILLION CUSTOMERS FORTUNE S BEST PLACE TO WORK

10 DH STORY $265M

11 SF1999 DOT-COM FIRST IPOD 35 EMPLOYEES GROWING BUST GROWING

12 A WOMAN S DREAM CLOSET AND GROWING ZAPPOS KENTUCKY WAREHOUSE

13 PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL. MAYA ANGELOU

14 CUSTOMER SERVICE #1 PRIORITY FREE SHIPPING, 800# EVERY PAGE, 24HR CALL CENTER, 365 DAY RETURNS 75% REPEAT CUSTOMERS

15 CULTURE #1 PRIORITY

16 WHAT IS CULTURE? 16

17 HOW IS CULTURE #1 PRIORITY? HIRE, MEASURE, FIRE 5 WEEKS OF TRAINING $4000 TO QUIT CULTURE BOOK

18 CORE VALUES = DEFINE CULTURE ZAPPOS 10 CORE VALUES Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble

19 HAPPY COMPANY! EMPLOYEES = HAPPY CUSTOMERS = SUCCESSFUL

20 ZAPPOS GROWTH USING HAPPINESS AS A BUSINESS MODEL NOV 09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION

21 DH STORY $1,2B $265M Culture Book 2010 DH Book

22 ! 550,000 COPIES SOLD 20 LANGUAGES WHOA.! #1 BESTSELLER:! NYTIMES! WSJ! AMAZON! BARNES & NOBLE! BORDERS! 2010

23 2010 DELIVERING HAPPINESS BUS TOUR

24 GLOBAL OVER 100k PEOPLE IN 100 COUNTRIES

25 WE HEARD FROM AROUND THE WORLD NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS

26 PURPOSE: HELP COMPANIES ACHIEVE PROFITS, PASSION AND PURPOSE WITH COACHING CONSULTING METRICS & TOOLS THROUGH SCIENCE OF HAPPINESS & PRINCIPLES FROM BOOK

27 DH STORY DH Movement 2011 $1,2B $265M YOU! 2014 Culture Book 2010 DH Bus (BETA) DH Book

28 THAT S GREAT, BUT WHY SHOULD I TRUST YOU

29 STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK

30 $ THE CASE FOR HAPPINESS HUMAN SENSE

31 THE CASE FOR HAPPINESS HUMAN SENSE

32 FAST FORWARD: TOP 5 REGRETS IN LIFE 1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME 2. I WISH I HADN T WORKED SO HARD I WISH I D HAD THE COURAGE TO EXPRESS MY FEELINGS I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS I WISH I HAD LET MYSELF BE HAPPIER * Bronnie Ware, Pallia1ve Care Nurse caring for pa1ents in last 12 weeks of life

33 HAPPINESS IS PREDETERMINED BUT ONLY 10% *Shawn Achor, The Happiness Advantage

34 If you treat a patient, you can win or lose......if you treat a person, you always win! Patch Adams 37

35 $ THE CASE FOR HAPPINESS SCIENTIFIC SENSE 38

36 THE CASE FOR HAPPINESS SCIENTIFIC SENSE 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD OUR BRAINS CAN BE REWIRED FOR HAPPINESS. CHANGE YOUR MINDSET, CHANGE YOUR WORLD

37 THE CASE FOR HAPPINESS SCIENTIFIC SENSE Nic Marks Tal Ben Sahar Shawn Achor Eduard Punset Dr. Seligman Barbara Fredrickson

38 THE CASE FOR HAPPINESS SCIENTIFIC SENSE

39 THE CASE FOR HAPPINESS SCIENTIFIC SENSE HAPPINESS FRAMEWORK #1

40 HAPPINESS FRAMEWORK #2 MASLOW S HIEARCHY THE CASE FOR HAPPINESS SCIENTIFIC SENSE

41 HAPPINESS FRAMEWORK #3 3 TYPES OF HAPPINESS

42 $ THE CASE FOR HAPPINESS BUSINESS SENSE 45

43 72% UNHAPPY AT WORK * DeloiKe ShiM Index 2010

44 $500B Gallop 20XX IN LOSSES :( Gallup 2011

45 WHAT IS IT Gallop 20XX COSTING YOU? Gallup 2011

46 Happiness ROI Millions of 15 M 16.2 M 10 M 5 M 5.4 M 0.06 M 0.3 M 0.6 M 2.7 M ,000 5,000 10,000 30,000 # of Employees 46

47 $ THE CASE FOR HAPPINESS BUSINESS SENSE

48 $ THE CASE FOR HAPPINESS BUSINESS SENSE THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS BUSINESS LIFE

49 $ THE CASE FOR HAPPINESS BUSINESS SENSE HAPPY EMPLOYEES = HAPPY CUSTOMERS = SUCCESSFUL COMPANY

50 $ THE CASE FOR HAPPINESS BUSINESS SENSE 49

51 HOW COULD THAT WORK FOR MY COMPANY?

52 STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK

53 3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL

54 VALUES&BEHAVIORS STAY ALIGNED! VALUES DEFINE CULTURE GUIDE BEHAVIORS FOR ALL EVERYONE S BUSINESS

55 3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL CULTURE = VALUES + BEHAVIORS PRACTICED OVER TIME

56 GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE

57 WARNING! EVER WONDER IF ANYONE READS CORE VALUES ON THE BOARDROOM PLAQUE (LET ALONE LIVE BY THEM)? 58

58 CORE VALUES EVERYBODY S BUSINESS #1 IW : HOW WEIRD ON SCALE 1-10 GUIDES BEHAVIORS EVERY DAY

59 3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL 2. SCIENCE OF HAPPINESS SENSE OF PROGRESS SENSE OF CONTROL CONNECTEDNESS

60 SENSE OF CONTROL BE RESPONSIBLE & TAKE INITIATIVE!

61 SENSE OF PROGRESS GROW, MEASURE, CELEBRATE!

62 CONNECTEDNESS CREATE SINERGIES

63 CONNECTEDNESS CELEBRATE PERSONAL WEIRDNESS EMOTIONAL BIG TIP CONNECTION

64 HIGHER PURPOSE CREATE CHANGE IN THE WORLD! GIVES MEANING TO WORK INSPIRATION TO EMPLOYEES & CUSTOMERS GUIDE FOR DIRECTION

65 HIGHER PURPOSE THE MEANING OF LIFE IS TO FIND YOUR GIFT & THE PURPOSE OF LIFE IS TO GIVE IT - Pablo Picasso

66 SO, WHERE DO YOU START? TIPS & TOOLS FOR YOU

67 START by ASKING WHAT DOES YOUR CULTURE LOOK LIKE TODAY? WHAT s THE HAPPINESS LEVEL OF YOUR ORG?

68 HAPPINESS AT WORK SURVEY NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT ,000 PEOPLE, 144 COUNTRIES

69 FREE :) HAPPINESS AT WORK SURVEY DELIVERINGHAPPINESSATWORK.COM

70 BIG TIP FOCUS ON MANAGERS MANAGERS AMPLIFY CULTURE PEOPLE JOIN COMPANIES, LEAVE MANAGERS

71 TIP CELEBRATE WEIRDNESS

72 REMINDER IT S ALL ABOUT ALIGNMENT

73 CULTURE PITFALLS COMMITMENT WALK THE TALK SHORT TERM THINKING

74 Next steps for you... Happiness at Work Survey ROI Calculator Culture Book 84

75 at WORK YOUR FRIENDS ON THE JOURNEY TO HAPPINESS

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