Jenn Lim, CEO & Chief Happiness Officer, Delivering Happiness; Consultant, Zappos inc gave a presentation at Loyalty World 2011 on "How to build a business from the customer, up!" which focused on creating brand promise, implementing customer service strategy, developing a customer facing team and analysing the relationship between customer service and company culture. Jenn Lim is the CEO and Chief Happiness Officer of Delivering Happiness, a company that she and Tony Hsieh (CEO of Zappos) co-created in 2010 to inspire happiness in work, community and everyday life.
Ms Lim spared a few moments of his time to answer these key questions:
What is the key trend changing the customer loyalty landscape?
What is the secret to true customer loyalty?
What is the most valuable thing you will take away from Loyalty World this year?
Watch the video below for the answers
If you found this interesting, check out our interview with Jenn Lim on the secrets to Zappos' high levels of customer loyalty here
Want to learn how to use all these tools for your business? Check out Lim's 10 ways to instil customer service within your organisation here