[Music] good morning I grew up in Caserta close
good morning I grew up in Caserta close
good morning I grew up in Caserta close to Naples surrounded by people that
to Naples surrounded by people that
to Naples surrounded by people that further life was about working hard
further life was about working hard
further life was about working hard about sacrifice and about contentment
about sacrifice and about contentment
about sacrifice and about contentment with poor quality of life of our city
with poor quality of life of our city
with poor quality of life of our city and with the Public Administration
and with the Public Administration
and with the Public Administration malfunctioning or very slow and also
malfunctioning or very slow and also
malfunctioning or very slow and also with a lockable relation of our
with a lockable relation of our
with a lockable relation of our beautiful resources landscape and
beautiful resources landscape and
beautiful resources landscape and monuments such as the Royal Palace of
monuments such as the Royal Palace of
monuments such as the Royal Palace of caserta all the people that run me seem
caserta all the people that run me seem
caserta all the people that run me seem to be content with the quality of
to be content with the quality of
to be content with the quality of services which I will define mediocre
services which I will define mediocre
services which I will define mediocre they were complaining about it but they
they were complaining about it but they
they were complaining about it but they thought there was a standard that could
thought there was a standard that could
thought there was a standard that could not be changed and I didn’t get it it
not be changed and I didn’t get it it
not be changed and I didn’t get it it seemed as if that put a cap on there
seemed as if that put a cap on there
seemed as if that put a cap on there only on their own happiness but wasn’t
only on their own happiness but wasn’t
only on their own happiness but wasn’t the purpose of life to be happiness why
the purpose of life to be happiness why
the purpose of life to be happiness why we’ll be accepting mediocre experiences
we’ll be accepting mediocre experiences
we’ll be accepting mediocre experiences rather than benefit from all the
rather than benefit from all the
rather than benefit from all the resources that we had to maximize our
resources that we had to maximize our
resources that we had to maximize our happiness that was the moment I start
happiness that was the moment I start
happiness that was the moment I start asking myself the question in which
asking myself the question in which
asking myself the question in which world would I rather live in one of pain
world would I rather live in one of pain
world would I rather live in one of pain or one of happiness and as I kept asking
or one of happiness and as I kept asking
or one of happiness and as I kept asking myself the question in which world would
myself the question in which world would
myself the question in which world would rather live in I finally gained an
rather live in I finally gained an
rather live in I finally gained an amazing clarity on my very own why why
amazing clarity on my very own why why
amazing clarity on my very own why why 97 I chose enter the gada wine tossing
97 I chose enter the gada wine tossing
97 I chose enter the gada wine tossing toward shows in the field of custom
toward shows in the field of custom
toward shows in the field of custom experience and I’ve been so passionate
experience and I’ve been so passionate
experience and I’ve been so passionate about it ever since I wanted to see and
about it ever since I wanted to see and
about it ever since I wanted to see and to bring more happiness into the world
to bring more happiness into the world
to bring more happiness into the world by improving the interactions between
by improving the interactions between
by improving the interactions between companies and customers my dream is to
companies and customers my dream is to
companies and customers my dream is to live in a world where companies design
live in a world where companies design
live in a world where companies design and deliver product services and
and deliver product services and
and deliver product services and experience which are meaningful and
experience which are meaningful and
experience which are meaningful and truly rich people’s life a world in
truly rich people’s life a world in
truly rich people’s life a world in which the business models see companies
which the business models see companies
which the business models see companies customers and employees as human beings
customers and employees as human beings
customers and employees as human beings with a common shared goal and more
with a common shared goal and more
with a common shared goal and more peaceful healthcare happier life we are
peaceful healthcare happier life we are
peaceful healthcare happier life we are all on the same journey why shouldn’t we
all on the same journey why shouldn’t we
all on the same journey why shouldn’t we make this journey as extraordinary as
make this journey as extraordinary as
make this journey as extraordinary as possible as we can so I started to think
possible as we can so I started to think
possible as we can so I started to think about the new business models and
about the new business models and
about the new business models and happiness driven growth what is
happiness driven growth what is
happiness driven growth what is happiness there are many
happiness there are many
happiness there are many many definitions of happiness out there
many definitions of happiness out there
many definitions of happiness out there one of my favorite that most resonates
one of my favorite that most resonates
one of my favorite that most resonates with me is the one from Ghandi happiness
with me is the one from Ghandi happiness
with me is the one from Ghandi happiness is when what you think what you say and
is when what you think what you say and
is when what you think what you say and what you do are in our money to which I
what you do are in our money to which I
what you do are in our money to which I had the following and what we
had the following and what we
had the following and what we experienced are in our money this is my
experienced are in our money this is my
experienced are in our money this is my son having the time of his life on our
son having the time of his life on our
son having the time of his life on our first family quiz last year for him a
first family quiz last year for him a
first family quiz last year for him a week of pure happiness for me look at a
week of pure happiness for me look at a
week of pure happiness for me look at a tray a week of poor anxiety continuously
tray a week of poor anxiety continuously
tray a week of poor anxiety continuously worrying about how easily it could fall
worrying about how easily it could fall
worrying about how easily it could fall off this rail that’s a 12 point by the
off this rail that’s a 12 point by the
off this rail that’s a 12 point by the way and a week of feeling betrayed
way and a week of feeling betrayed
way and a week of feeling betrayed because of the very moment of booking
because of the very moment of booking
because of the very moment of booking our very specifically asked the company
our very specifically asked the company
our very specifically asked the company a guarantee that this boat have safe
a guarantee that this boat have safe
a guarantee that this boat have safe Plus and not reeling
Plus and not reeling
Plus and not reeling we had already mean customer of this
we had already mean customer of this
we had already mean customer of this company seven years before during our
company seven years before during our
company seven years before during our honeymoon and I was myself terrified but
honeymoon and I was myself terrified but
honeymoon and I was myself terrified but was reeling I could fit in it as well
was reeling I could fit in it as well
was reeling I could fit in it as well have you ever looked forward so much to
have you ever looked forward so much to
have you ever looked forward so much to an experience only to be done
an experience only to be done
an experience only to be done disappointed by the way the company
disappointed by the way the company
disappointed by the way the company deliberate I guess we have all been
deliberate I guess we have all been
deliberate I guess we have all been there this is the reason why it seems so
there this is the reason why it seems so
there this is the reason why it seems so surprising to me that most of the
surprising to me that most of the
surprising to me that most of the research have there about happiness are
research have there about happiness are
research have there about happiness are concerned with responsibility of the
concerned with responsibility of the
concerned with responsibility of the individual or over the government and no
individual or over the government and no
individual or over the government and no one seems to be looking at
one seems to be looking at
one seems to be looking at responsibility of the companies I
responsibility of the companies I
responsibility of the companies I believe that while happiness it comes
believe that while happiness it comes
believe that while happiness it comes from within
from within
from within and we can truly influence the way that
and we can truly influence the way that
and we can truly influence the way that we think and act to drive happiness I
we think and act to drive happiness I
we think and act to drive happiness I believe that companies have the ability
believe that companies have the ability
believe that companies have the ability and even the responsibility to improve
and even the responsibility to improve
and even the responsibility to improve and to contribute to our happiness as
and to contribute to our happiness as
and to contribute to our happiness as well ultimately companies are just an
well ultimately companies are just an
well ultimately companies are just an aggregation of people pursuing a common
aggregation of people pursuing a common
aggregation of people pursuing a common goal let’s go back for a moment to the
goal let’s go back for a moment to the
goal let’s go back for a moment to the beginning of time when the civilization
beginning of time when the civilization
beginning of time when the civilization started was the moment where men started
started was the moment where men started
started was the moment where men started to specialize work and divide work
to specialize work and divide work
to specialize work and divide work started to put in place tribes and
started to put in place tribes and
started to put in place tribes and aggregation we have at the agrarian they
aggregation we have at the agrarian they
aggregation we have at the agrarian they induce the Information Age and since
induce the Information Age and since
induce the Information Age and since 2005 we are in the customer age it is
2005 we are in the customer age it is
2005 we are in the customer age it is since the Industrial Age the production
since the Industrial Age the production
since the Industrial Age the production started to be one to many
started to be one to many
started to be one to many instead of one to one it is since this
instead of one to one it is since this
instead of one to one it is since this age that companies started to deliver
age that companies started to deliver
age that companies started to deliver the products and services that we needed
the products and services that we needed
the products and services that we needed in our life and that we started to work
in our life and that we started to work
in our life and that we started to work for companies in order to earn a living
for companies in order to earn a living
for companies in order to earn a living it was now companies not people anymore
it was now companies not people anymore
it was now companies not people anymore than were delivering the service and
than were delivering the service and
than were delivering the service and experiences in our life going to the
experiences in our life going to the
experiences in our life going to the supermarket taking a train for chasing
supermarket taking a train for chasing
supermarket taking a train for chasing something online changing a subscription
something online changing a subscription
something online changing a subscription going on a cruise are all interactions
going on a cruise are all interactions
going on a cruise are all interactions with a company and what are those
with a company and what are those
with a company and what are those interactions like let’s take a moment to
interactions like let’s take a moment to
interactions like let’s take a moment to think about the most significant
think about the most significant
think about the most significant interaction that you had yesterday with
interaction that you had yesterday with
interaction that you had yesterday with a company how did it make you feel
a company how did it make you feel
a company how did it make you feel frustrated anger said happy delighted
frustrated anger said happy delighted
frustrated anger said happy delighted what did you do as a confluence of that
what did you do as a confluence of that
what did you do as a confluence of that interaction did you complete the
interaction did you complete the
interaction did you complete the purchases or did you promise never to
purchases or did you promise never to
purchases or did you promise never to buy from that company again do you tell
buy from that company again do you tell
buy from that company again do you tell one person or many person about it
one person or many person about it
one person or many person about it and what was the impact on the rest of
and what was the impact on the rest of
and what was the impact on the rest of your day
your day
your day did it make your day or did it frustrate
did it make your day or did it frustrate
did it make your day or did it frustrate you as you might have concluded
you as you might have concluded
you as you might have concluded companies have a big interaction on our
companies have a big interaction on our
companies have a big interaction on our life the influence a big part of our day
life the influence a big part of our day
life the influence a big part of our day ultimately influencing our motion and
ultimately influencing our motion and
ultimately influencing our motion and our happiness I’m continuously thinking
our happiness I’m continuously thinking
our happiness I’m continuously thinking about the interaction that we have with
about the interaction that we have with
about the interaction that we have with company throughout the day because I
company throughout the day because I
company throughout the day because I continuously can see how they make me
continuously can see how they make me
continuously can see how they make me feel and how they could be different at
feel and how they could be different at
feel and how they could be different at times I even count the number of
times I even count the number of
times I even count the number of interaction that we have and I’ve seen
interaction that we have and I’ve seen
interaction that we have and I’ve seen that in an average day we have 12
that in an average day we have 12
that in an average day we have 12 interactions with company a 10 minutes
interactions with company a 10 minutes
interactions with company a 10 minutes average each that is two hours 15
average each that is two hours 15
average each that is two hours 15 percent of all day interacting with
percent of all day interacting with
percent of all day interacting with companies and this doesn’t even include
companies and this doesn’t even include
companies and this doesn’t even include the time that we spend doing mobile
the time that we spend doing mobile
the time that we spend doing mobile banking using the app or our iPhone or
banking using the app or our iPhone or
banking using the app or our iPhone or using software or computer that we need
using software or computer that we need
using software or computer that we need to work companies can deliver incredible
to work companies can deliver incredible
to work companies can deliver incredible remarkable customer experience and they
remarkable customer experience and they
remarkable customer experience and they can enable human to
can enable human to
can enable human to interactions that is meaningful for both
interactions that is meaningful for both
interactions that is meaningful for both parties involved and the most innovative
parties involved and the most innovative
parties involved and the most innovative companies out there are already
companies out there are already
companies out there are already delivering on this Zappos has made
delivering on this Zappos has made
delivering on this Zappos has made delivering happiness their mission and
delivering happiness their mission and
delivering happiness their mission and profitability as followed the city bean
profitability as followed the city bean
profitability as followed the city bean is an Irish company that made garbage
is an Irish company that made garbage
is an Irish company that made garbage collection and incredibly happy and
collection and incredibly happy and
collection and incredibly happy and enriching experience for the customer so
enriching experience for the customer so
enriching experience for the customer so companies can deliver that and often
companies can deliver that and often
companies can deliver that and often they do but not enough yet why I see
they do but not enough yet why I see
they do but not enough yet why I see that companies are trying to get there
that companies are trying to get there
that companies are trying to get there but they are stacking models that do not
but they are stacking models that do not
but they are stacking models that do not support any penis driven growth so what
support any penis driven growth so what
support any penis driven growth so what will over the past ten years I’ve been
will over the past ten years I’ve been
will over the past ten years I’ve been looking and analyzing thousands of
looking and analyzing thousands of
looking and analyzing thousands of survey responses to questions such as
survey responses to questions such as
survey responses to questions such as how satisfied are you or our likely due
how satisfied are you or our likely due
how satisfied are you or our likely due to recommend us to friend next to the
to recommend us to friend next to the
to recommend us to friend next to the score question customer close to leave
score question customer close to leave
score question customer close to leave comments so I could run some qualitative
comments so I could run some qualitative
comments so I could run some qualitative analysis next to the quantitative in
analysis next to the quantitative in
analysis next to the quantitative in order to transform data into insight
order to transform data into insight
order to transform data into insight I’ve been applying a revised form model
I’ve been applying a revised form model
I’ve been applying a revised form model of the modularity of needs
of the modularity of needs
of the modularity of needs Matthew stated that people are motivated
Matthew stated that people are motivated
Matthew stated that people are motivated by needs and only when they are
by needs and only when they are
by needs and only when they are fulfilled and lower level of needs they
fulfilled and lower level of needs they
fulfilled and lower level of needs they can move up to the next level of needs
can move up to the next level of needs
can move up to the next level of needs on the boat my safety needs were not met
on the boat my safety needs were not met
on the boat my safety needs were not met so I could not truly enjoy any of the
so I could not truly enjoy any of the
so I could not truly enjoy any of the other needs or be happy what if we look
other needs or be happy what if we look
other needs or be happy what if we look at what I did I applied this model on
at what I did I applied this model on
at what I did I applied this model on all the touch points that we had
all the touch points that we had
all the touch points that we had customer service technical support sales
customer service technical support sales
customer service technical support sales e-commerce and even software usage and
e-commerce and even software usage and
e-commerce and even software usage and I’ve seen they’re always the same
I’ve seen they’re always the same
I’ve seen they’re always the same pattern emerged customers just like
pattern emerged customers just like
pattern emerged customers just like human being because guess what they are
human being because guess what they are
human being because guess what they are have the same set of needs and it’s only
have the same set of needs and it’s only
have the same set of needs and it’s only when for example the basic need of being
when for example the basic need of being
when for example the basic need of being able to get through the phone selection
able to get through the phone selection
able to get through the phone selection and talk to an agent can be met that
and talk to an agent can be met that
and talk to an agent can be met that then they can move on to the next need
then they can move on to the next need
then they can move on to the next need on the top like for example hearing an
on the top like for example hearing an
on the top like for example hearing an agent that is really imparted really
agent that is really imparted really
agent that is really imparted really understand the issue and really cares to
understand the issue and really cares to
understand the issue and really cares to solve it what we’ve also seen is that
solve it what we’ve also seen is that
solve it what we’ve also seen is that this level of needs as a correlation
this level of needs as a correlation
this level of needs as a correlation with the score that we would get in the
with the score that we would get in the
with the score that we would get in the survey the higher the level of needs was
survey the higher the level of needs was
survey the higher the level of needs was some satisfied the more we would get a
some satisfied the more we would get a
some satisfied the more we would get a score in the survey and what we see the
score in the survey and what we see the
score in the survey and what we see the that also the survey have a correlation
that also the survey have a correlation
that also the survey have a correlation with loyalty and indeed companies use
with loyalty and indeed companies use
with loyalty and indeed companies use this to increase loyalty but I believe
this to increase loyalty but I believe
this to increase loyalty but I believe we are barking up the wrong tree if we
we are barking up the wrong tree if we
we are barking up the wrong tree if we have loyalty as the goal let’s think
have loyalty as the goal let’s think
have loyalty as the goal let’s think about your kids your partners or your
about your kids your partners or your
about your kids your partners or your friends is it loyalty what you’re trying
friends is it loyalty what you’re trying
friends is it loyalty what you’re trying to maximize is it lawyers to your goal
to maximize is it lawyers to your goal
to maximize is it lawyers to your goal even that would mean that they aren’t
even that would mean that they aren’t
even that would mean that they aren’t happy
happy
happy no what we’re trying to maximize is
no what we’re trying to maximize is
no what we’re trying to maximize is their happiness our common happiness and
their happiness our common happiness and
their happiness our common happiness and it’s only because they are happier than
it’s only because they are happier than
it’s only because they are happier than they are also loyal loyal it’s the
they are also loyal loyal it’s the
they are also loyal loyal it’s the consequence of happiness just like
consequence of happiness just like
consequence of happiness just like revenue and profit are the consequences
revenue and profit are the consequences
revenue and profit are the consequences of customer choices which are driven by
of customer choices which are driven by
of customer choices which are driven by happiness so why is it that when it
happiness so why is it that when it
happiness so why is it that when it comes to business and companies who are
comes to business and companies who are
comes to business and companies who are trying to maximize profit and loyalty
trying to maximize profit and loyalty
trying to maximize profit and loyalty instead of maximizing happiness I
instead of maximizing happiness I
instead of maximizing happiness I believe it’s because of two main
believe it’s because of two main
believe it’s because of two main challenges one happiness is an emotion
challenges one happiness is an emotion
challenges one happiness is an emotion and two we are unsure yet how to measure
and two we are unsure yet how to measure
and two we are unsure yet how to measure it the results of direct correlation
it the results of direct correlation
it the results of direct correlation between those sets of needs and the
between those sets of needs and the
between those sets of needs and the emotions because customers people we
emotions because customers people we
emotions because customers people we feel emotions companies still think that
feel emotions companies still think that
feel emotions companies still think that emotion is at a boom that should stay
emotion is at a boom that should stay
emotion is at a boom that should stay out of the office but in the office and
out of the office but in the office and
out of the office but in the office and the customer we are all people and we
the customer we are all people and we
the customer we are all people and we have needs everyone to feel happy and as
have needs everyone to feel happy and as
have needs everyone to feel happy and as when each of the level of this pyramid
when each of the level of this pyramid
when each of the level of this pyramid is satisfied we move from said angerness
is satisfied we move from said angerness
is satisfied we move from said angerness when needs are not satisfied to relief
when needs are not satisfied to relief
when needs are not satisfied to relief to trust to friendliness to happiness
to trust to friendliness to happiness
to trust to friendliness to happiness when the top of the pyramid is reached
when the top of the pyramid is reached
when the top of the pyramid is reached happiness happens at the top of the
happiness happens at the top of the
happiness happens at the top of the pyramid the rest it’s only functional
pyramid the rest it’s only functional
pyramid the rest it’s only functional it’s about meeting needs what we’ve seen
it’s about meeting needs what we’ve seen
it’s about meeting needs what we’ve seen in the companies when applying this
in the companies when applying this
in the companies when applying this framework to analyze the data and then
framework to analyze the data and then
framework to analyze the data and then to plan prioritize and execute the
to plan prioritize and execute the
to plan prioritize and execute the actions we saw that we got higher
actions we saw that we got higher
actions we saw that we got higher revenue higher loyalty even lower
revenue higher loyalty even lower
revenue higher loyalty even lower consent a cost anywhere lower employees
consent a cost anywhere lower employees
consent a cost anywhere lower employees sickness why because we moved both the
sickness why because we moved both the
sickness why because we moved both the customers and the employees up the path
customers and the employees up the path
customers and the employees up the path to the pyramid the customers because we
to the pyramid the customers because we
to the pyramid the customers because we could really understand their needs and
could really understand their needs and
could really understand their needs and focus on on any issue on the bottom that
focus on on any issue on the bottom that
focus on on any issue on the bottom that would in their
would in their
would in their from reaching the happiness and the
from reaching the happiness and the
from reaching the happiness and the employees because by giving them
employees because by giving them
employees because by giving them visibility on the comments and praise
visibility on the comments and praise
visibility on the comments and praise for the work they really felt that they
for the work they really felt that they
for the work they really felt that they were making a difference in someone life
were making a difference in someone life
were making a difference in someone life that they were contributing on someone
that they were contributing on someone
that they were contributing on someone happiness and that made them also happy
happiness and that made them also happy
happiness and that made them also happy when we operate at the top of the
when we operate at the top of the
when we operate at the top of the pyramid we both maximize everyone
pyramid we both maximize everyone
pyramid we both maximize everyone happiness and we contribute to business
happiness and we contribute to business
happiness and we contribute to business growth so how do we know if we’re
growth so how do we know if we’re
growth so how do we know if we’re operating at the top of the pyramid we
operating at the top of the pyramid we
operating at the top of the pyramid we need to measure what matters today
need to measure what matters today
need to measure what matters today companies and air are having in place
companies and air are having in place
companies and air are having in place all sort of scores which are suboptimal
all sort of scores which are suboptimal
all sort of scores which are suboptimal because they do not focus on the top of
because they do not focus on the top of
because they do not focus on the top of the pyramid institutions and
the pyramid institutions and
the pyramid institutions and organization are also trying to come up
organization are also trying to come up
organization are also trying to come up with happiness indexes but they are too
with happiness indexes but they are too
with happiness indexes but they are too complex within companies we need to keep
complex within companies we need to keep
complex within companies we need to keep it simple actionable irrelevant all we
it simple actionable irrelevant all we
it simple actionable irrelevant all we need to measure is the contribution to
need to measure is the contribution to
need to measure is the contribution to happiness wouldn’t it be great if were
happiness wouldn’t it be great if were
happiness wouldn’t it be great if were able to measure how much each
able to measure how much each
able to measure how much each interaction was contributing to the
interaction was contributing to the
interaction was contributing to the employee and to the customer happiness
employee and to the customer happiness
employee and to the customer happiness will it be more meaningful score if
will it be more meaningful score if
will it be more meaningful score if we’re able to say to our employees let’s
we’re able to say to our employees let’s
we’re able to say to our employees let’s improve their happiness contribution
improve their happiness contribution
improve their happiness contribution knowing that because we have improved
knowing that because we have improved
knowing that because we have improved the happiness profit and revenue will
the happiness profit and revenue will
the happiness profit and revenue will follow and proving that we can have an a
follow and proving that we can have an a
follow and proving that we can have an a penis driven growth in five years I
penis driven growth in five years I
penis driven growth in five years I imagine companies universities schools
imagine companies universities schools
imagine companies universities schools whole competing for the highest
whole competing for the highest
whole competing for the highest happiness contribution award if our
happiness contribution award if our
happiness contribution award if our purpose in life is to seek happiness and
purpose in life is to seek happiness and
purpose in life is to seek happiness and all we want is happiness why are we
all we want is happiness why are we
all we want is happiness why are we building companies schools university
building companies schools university
building companies schools university that maximize loyalty and profit instead
that maximize loyalty and profit instead
that maximize loyalty and profit instead if our purpose in life is to seek
if our purpose in life is to seek
if our purpose in life is to seek happiness then all we want is happiness
happiness then all we want is happiness
happiness then all we want is happiness why are we not building schools
why are we not building schools
why are we not building schools University municipality they maximize
University municipality they maximize
University municipality they maximize happiness and profit and loyalty
happiness and profit and loyalty
happiness and profit and loyalty followers result I believe it was down
followers result I believe it was down
followers result I believe it was down to one question in which word would you
to one question in which word would you
to one question in which word would you all rather live in thank you
”
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