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The Delivering Happiness Podcast
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The Delivering Happiness Podcast

Author: Delivering Happiness

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DH has evolved from a New York Times® Best Seller to the world’s first culture coach|sulting® [coaching + consulting] company. Since 2010, we’ve shared our expertise as pioneers of culture change using scientific happiness to create profitable, adaptable cultures in 350+ organizations around the world — including companies, such as Starbucks and Sallie Mae. Join our conversation in exploring ideas, stories, experiences, and tools that create happiness in the workplace and in our lives.
7 Episodes
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Continuing with our Customer Service theme, we will explore the future trends for Customer Service. Tethr, an AI-powered conversation Intelligence platform, did a research analyzing roughly 1 Million customer service calls with cross-section of industries with a proprietary 250-variable algorithm that measure customer experience. Matt Dixon, Tethr's Chief Product & Research Officer, also shared with us the new practices that help CS employees to improve customer's and their own call experience. Here is the link to download the Employee ToolKit that Paul mentioned on the callAs Chief Product & Research officer, Matt has responsibility for product strategy, product management, research and IP development at Tethr. Prior to joining Tethr, Matt was Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, was Group Leader of the sales, customer service and customer experience research and advisory practice at CEB, now Gartner. In addition to his responsibilities at Tethr, Matt is a noted business writer and speaker. His books include The Challenger Sale: Taking Control of the Customer Conversation, The Effortless Experience: Conquering the New Battleground for Customer Loyalty and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results. Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR’s print and online editions. Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.About Tethr: Tethr’s vision is a world where every company listens, and every customer is heard. Tethr is an Austin Texas-based maker of cloud-based conversation intelligence software that combines powerful AI, machine learning and over a decade of customer experience and sales research to surface contextual insights from phone calls and other customer service interactions. Organizations are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises. 
We invited Shep Hyken, an international customer service and experience expert, to join us to talk about how to create amazing customer experience. While we at Delivering Happiness talk about WOW customer service a lot, Shep thinks that we should change our wording to amazing customer experience. Learn from him what the difference is! Here are some of the topics In this episode:You can now hear yourself on the DH Podcast!Fun Dept Activity Answers Revealed!The "secret" behind happy customers--(actually we agree that it's happy employees) How to develop a trusted brand [like Ritz Carlton] through amazing customer serviceHow to maintain and even create a higher level of trust with your customer even through crisis [he shared 5 point framework with us]What you can't cut in budget even during a pandemicHere is the link to download the Employee ToolKit that Paul mentioned on the callShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.
In this episode, we are talking, laughing and giving with our friend Nick Gianoulis, the Godfather of Fun from The Fun Dept. We talk about how to infuse fun in work to increase productivity, because no one needs to get motivated to have fun. We talk about how Fun is something you can use to make your good company GREAT, the different types of fun, how to make virtual work fun, and how to (or is it okay to) have fun during difficult times.  Nick also shared resources on how to have fun at work and even introduced activities you can play with your team virtually. *****Play to Get a gift*****Delivering Happiness and the fun dept are both giving out books If you answer the questions right. How to play:1. In the podcast, listen In for our questions about Kelly & Paul. 2. Tell us your answer by calling 707.79-happy, or Write an email to Kelly@deliveringhappiness.com or paul@deliveringhappiness.com to tell us your answers by our next episode on September 1st. 3. We'll email you back If you got the questions right to get your address & send you either the book Delivering Happiness or Playing It Forward [while supplies last!]. Nick Gianoulis is the founder of The Fun Dept., a consulting and training company that has been featured on CNN, BBC News, Washington Post, TEDx and numerous other media outlets. Its clients range from Fortune 100 companies to those with as few as 10 employees. Known as “The Godfather of Fun," he began his company after experiencing firsthand the enhanced culture and business results of fun during his 20-year corporate management tenure with a company that embraced a “work hard, play hard" culture. The model he believes so passionately in is fully outlined in the book he co-authored, Playing It Forward (Fun Dept. 2015). About The Fun Dept.: Outpacing the competition begins with workplace culture that keeps your team feeling happy and supported, even when you’re not all under the same roof. the fun dept. Redefined fun in the workplace. Since 2006, we've empowered hundreds of companies around the world to become happier, healthier, and more connected. our innovative solutions are proven to improve culture, enhance employee engagement and generate real, measurable impact on your bottom line.
In this episode, we are "traveling" to the Netherlands to interview a company called 2DAYSMOOD that measures companies' moods. We are interviewing two of their leaders from North America and the Netherlands. We talk about the difference between the trends they see In Europe vs. North America, what they are seeing pre and post COVID, the benefits of measuring moods, why they saw the needs of starting this unique company and more. About 2DAYSMOOD: People and work happiness are the foundation of 2DAYSMOOD, but that does not mean that smart technology cannot contribute to that. That is why the company motivates (HR) directors, team leaders and employees, to take responsibility for the atmosphere at their workplace, by listening to each other and to data.2DAYSMOOD is offering a remote experience program for a limited time during COVID. You can also request for a free customized trial. Connect with us to find out more: bit.ly/ConnectWithDHMartin Meulenkamp is the co-founder and International Managing Partner of 2DAYSMOOD. With 22 years of working experience in the information technology and services industry, he now applies all his expertise in HR Consulting, Operations Management, Coaching, HR Policies, and Management into 2DAYSMOOD. In 2016, Martin joined 2DAYSMOOD as a Co-Founder because he believes that organizations should measure the engagement of their employees in a different way. An organization is an organic entity that is constantly on the move, and where employees play the leading role when it comes to success. It is therefore crucial to know what is going on. Not once a year, but putting people first the whole year around (without wanting to be a Big Brother). As a world-renowned expert on Customer Centricity, Dr. Marvin Deitz has held marketing leadership positions in multi-billion-dollar companies; and has been recognized internationally for his contributions to innovation, leadership mentoring and business results.  An international professor of master-level classes in the Service Leadership Innovation program at the Rochester Institute of Technology, Dr. Deitz teaches Customer Centricity at its United States campus as well as its international campuses in Dubai, Croatia and the Dominican Republic. He also serves as director of the UAE’s only Corporate/Customer Happiness Certification program in the Emirates—created upon request of the Prime Minister to help the Emirates become the happiest region in the world. 
Meet our Happiness Orchestrator Shereen H. Eltobgy [SheShe], a founding member of DH’s coach|sulting® team who has guided organizations along their culture journey through our DH Coach|sulting® Services (masterclasses, tailored workshops, leading-edge programs, and executive coaching). She's passionate about creating leaders, teams and engaging work cultures that are purpose-driven, values-based and fueled with the energy to be sustainably high-performing.In this Interview, we talked about:Today's leaders need to cultivate IQ, EQ and HQ (Happiness Quotient)How to deepen resilience for your team and yourselfCreate a safe container at workIs It okay to be happy right now?Expanding our basket of emotionsHabits we can take for self-care and caring for othersWhat Inspires herRead articles written by Shereen. 
Who better to open up our Podcast than Jenn Lim, our fearless, innovative CEO and co-founder of Delivering Happiness. From her 20+ years of lessons learned in culture and consulting, the proven results from transforming company cultures come back to her simple mission: to inspire science-based happiness, passion, and purpose at work, home, and in everyday life.We are all going through a forced reset with the world right now. It feels to many of our team members like the self-imposed reset that Delivering Happiness actually went through a few years ago. Why did DH go through a reorganization to become a self-managed company? How do you lead when you are not okay? In this episode, Jenn shares how she is leading DH now and her lessons learned from helping hundreds of other organizations. She is also going to share a tool called DH Matrix that our Coach|sultants™ created for you to check in with your higher purpose, values, and culture.  Jenn has helped over 350 organizations and has devoted her career to cultivate meaningful happiness in companies, communities, and cities around the world. In 2017, Jenn was selected to be on the Global Happiness Council of Work and Wellbeing with the charter to scale the impact she’s made in even more sustainable ways. You can find Jenn speaking at events around the globe, working with organizations to create more change in the world, or starting spontaneous dance parties with her friends and family.
This is episode 0! Co-hosts Kelly Lei and Paul Osincup created this short audio to let you learn a bit about what we hope to do with this podcast. You'll also get to know something weird about them. 
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