Connected Visions - Jenn Lim - Delivering Happiness
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June 22, 2015 Barcelona, Spain - Connected Visions - Jenn Lim - Delivering Happiness
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Connected Visions - Jenn Lim - Delivering Happiness
- 1. CONNECTED VISIONS BARCELONA 22 JUNE 2015 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENT TO THINKā¦ WHAT ARE YOUR GOALS IN LIFE
- 4. WHAT IS YOUR GOAL IN LIFE?
- 5. ā¢ āWHEN I GET _____, IāLL BE HAPPYā ā¢ āWHEN I ACHIEVE _____, IāLL BE HAPPYā ā¢ LOTTERY WINNERS ā¢ TERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WEāRE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
- 6. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
- 7. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
- 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
- 9. āPEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.ā ā MAYA ANGELOU
- 10. āA WOMANāS DREAM CLOSETā¦ā ZAPPOS KENTUCKY WAREHOUSE
- 11. ā¢ EXPECTATIONS ā¢ EXPERIENCE ā¢ EMOTIONS ā¢ STORIES ā¢ CULTURE PERSONAL EMOTIONAL CONNECTION
- 13. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 14. HOW IS CULTURE #1 PRIORITY? ā¢ HIRING FOR CULTURE ā¢ 5 WEEKS OF TRAINING ā¢ $4000 OFFER TO QUIT ā¢ ZAPPOS CULTURE BOOK
- 15. THE CULTURE BOOK THE CULTURE BOOK
- 16. THE CULTURE BOOK WHAT IS IT? COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR ā WHATāS GOOD, WHAT DO WE NEED TO IMPROVE STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESNāT SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
- 18. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
- 19. CULTURE AND CUSTOMER SERVICE $2B* COMPANY 1999 ā TODAY NOV ā09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
- 20. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
- 21. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
- 22. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW?
- 23. 1. COMMITMENT DO YOU WANT TO BUILD A LONG- TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW LONG WILL IT BE A PRIORITY?
- 24. 2. DEFINE YOUR CORE VALUES ITāS HARD. START EARLY. WHAT ARE YOUR - COMPANYāS - PERSONAL CORE VALUES? DO THEY ALIGN?
- 25. 3. COMMIT TO BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THEREāS LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM āASK ANYTHINGā TOURS & MEDIA VISITS ZAPPOS INSIGHTS
- 26. FOR EMPLOYEES WHATāS THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDNāT FEAR FAILURE AND DIDNāT MAKE ANY MONEY FOR 10 YEARS? 4. VISION
- 27. 5. BUILD MEANINGFUL RELATIONSHIPS ITāS NOT ABOUT NETWORKING. ITāS ABOUT CONNECTEDNESS. IF YOUāRE INTERESTED, YOU DONāT HAVE TO TRY TO BE INTERESTING. āIF THE PERSON YOUāRE TALKING TO ISNāT LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.ā ā
- 28. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
- 29. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAYā¦
- 30. SOME FRAMEWORKS LEARNED ALONG THE WAYā¦ TOP 5 I WISHāES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING ā¦THE COURAGE TO EXPRESS MY FEELINGS. ā¦LET MYSELF BE HAPPIER ā¦NOT WORKED SO HARD ā¦STAYED IN TOUCH WITH FRIENDS I WISH I HADā¦ ā¦THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED #1
- 31. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 32. MIHĆLY CSĆKSZENTMIHĆLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
- 33. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
- 34. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESSā¦ HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
- 36. 550,000+ COPIES SOLD 20 LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
- 37. I CAN BE A CMP!
- 39. THENā¦ THE BUS
- 47. FIRSTā¦THERE WAS A BOOK THEN THERE WAS A BUS TOUR
- 48. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT ā¢ BACKGROUND ā¢ CULTURE ā¢ IDEAS ā¢ JOB HAPPINESS
- 49. NOWā¦THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
- 54. HAPPIER COMPANIES HAPPINESS AT WORK SURVEY
- 55. TIPPING POINT OF HAPPINESS HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES ļ±37% PRODUCTIVITYļ±31% CREATIVITYļ±300% PROFITSļ±22-33% ļ± ļ±
- 56. 51% ļ± TURNOVER 22%PROFITABILITY ļ± 7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
- 57. 39% MONTHLY SALES 92% UNPLANNED ABSENCE ļ±ļ± HAPPINESSā¦ DELIVERED. ā TOP 20 FASTEST GROWING E-COMMERCE COMPANY
- 58. WHAT MAKES HAPPY WORK?
- 60. HOW? ONE PCC AT A TIME
- 61. HOW CAN WE HELP? FOR: QUESTIONS SURVEY LINK CULTURE BOOK COPY OF THE PRESENTATION JOINING OUR COMMUNITY JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
- 62. BE TRUE TO OUR WEIRD SELVES IMAGINEā¦
- 63. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINEā¦
- 64. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINEā¦
- 65. ā¦THEN DO. CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLEā¦ WITH HAPPINESS! THANK YOU!
Editor's Notes
- WHAT DO CUSTOMERS EXPECT? WHAT DO CUSTOMERS ACTUALLY EXPERIENCE? WHAT EMOTIONS DO CUSTOMERS FEEL? WHAT STORIES DO THEY TELL THEIR FRIENDS? HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?
- Does anyone know this guy? 72% unhappy. Either disengaged, working below potential, or actively sabatoging 1 in 7. Is it you? Is it person next to you? Your boss?
- Formula was emerging ā¦ became secret sauceā¦ Tony was seeing, ITāS ALL ABOUT HAPPINESS! not only in life, also in business So he set out to incorporate as much happiness in new culture at zappos as he could The idea of happiness as a business model was born