This document summarizes a presentation by Sunny Grosso on building a happy and engaged workplace culture. Some key points: - Happiness has significant business benefits, including higher productivity, retention, and customer loyalty. Yet many companies do not prioritize culture. - Grosso discusses how Zappos made culture their number one priority, implementing practices like extensive new hire training and measuring adherence to core values. This contributed to Zappos' success and $1.2 billion acquisition by Amazon. - Grosso went on to found a company called Delivering Happiness to help other organizations implement strategies focused on purpose, relationships and meaningful work to build happier and more engaged work cultures.

1. Employer Healthcare Forum!
October 2014!
!
!
Sunny Grosso!
Coaching and Culture Chief!

3. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE?

4. TAKE A MOMENT TO THINK…
HAPPINESS

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

6. HAPPINESS HASN’T CHANGED IN 50 YEARS
TEST ME!
IF MONEY BUYS HAPPINESS…
It SHOULD INCREASE WITH INCOME

7. HAPPINESS IS DYNAMIC.

8. HAPPINESS IS DYNAMIC.
1/3
OF
OUR
LIVES
90,000
HOURS

9. 87% WORLD WORKFORCE
*
Gallup
State
of
the
Global
Workplace
2013
24% ACTIVELY

10. Gallop
20XX
Gallup
2012
$500B
IN
LOSSES
:(

11. HOW DOES THAT WORK
META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES
KPI’SACROSSTOPANDBOTTOMCOMPANIES
*GALLUP

12. Gallop
20XX
Gallup
2012
100 PERSON CO
$225K YR
WHAT’S IT COSTING
YOU?

13. 20-50%
of your employees
will leave this year
It costs
50-150%
of their salary to
replace them
Imagine he was only going to close the door to new applicants?
THE SYMPTOMS ARE SHOWING

14. THE SYMPTOMS ARE SHOWING
60%
more
quality
defects
(Gallup)
49%
more
safety
incidents
(Gallup)

15. IMAGINE

16. 16%
beCer
performance
(HBR)
19%
higher
accuracy
on
tasks
(Shawn
Achor)
32%
more
commitment
to
the
org
(HBR
2012)
50%
increase
in
produc>vity
(Gallup)
33%
higher
profitability
(Gallup)
37%
higher
sales
(Shawn
Achor)
44%
higher
reten>on
(Gallup
2007)
46%
more
sa>sfied
with
their
jobs
(HBR)
66%
less
sick
leave
(Forbes,
Jessica
Pryce)
56%
higher
customer
loyalty
(HBR)
300%
more
innova>on
(HBR)
IMAGINE PASSIONATE EMPLOYEES
76% WILL CHANGE
WITH INTERVENTION

17. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHAT WE SAW
WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNINGS!

18. WHO’S SUNNY
FROM DELIVERING HAPPINESS?
HOW DID
I GET HERE?

19. HOW DID I
GET HERE?
…

20. COACHING
& CULTURE
CHIEF

21. 24 MILLION CUSTOMERS

22. OH
@#$%
$265M

23. DOT
COM
SF 1999
DOT-COM
35 EMP
GROWING

24. “A WOMAN’S
DREAM CLOSET”
…AND GROWING! ZAPPOS
WAREHOUSE

25. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID,
BUT PEOPLE WILL NEVER FORGET HOW
YOU MADE THEM
FEEL.”
— MAYA ANGELOU

26. FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS
CUSTOMER SERVICE NO.1 PRIORITY
75% REPEAT CUSTOMERS

27. HOW DO YOU SUSTAIN GREAT
CUSTOMER SERVICE?
HAPPY
CUSTOMERS=HAPPY
EMPLOYEES

28. CULTURE
SUSTAINS HAPPINESS
NO.1 PRIORITY

29. HOW IS CULTURE
NO.1 PRIORITY?
HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!
CULTURE BOOK

30. 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!
ZAPPOS 10 CORE VALUES
GUIDELINES
I
LIVED
I
CO-­‐OWNED
I
MEASURED
CORE VALUES HELP DEFINE CULTURE

31. HAPPINESS AS A BUSINESS MODEL
HAPPY
CUSTOMERS=HAPPY
EMPLOYEES = SUCCESSFUL
COMPANY
& MEANINGFUL
LIVES
& HAPPY
SHAREHOLDERS

32. NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B
$0 to $1 BILLION IN 8 YRS*
ZAPPOS GROWTH
$3B
FULL PRICE RETAILER I CULTURE #1 PRIORITY

33. !500,000+ COPIES SOLD!
20+ LANGUAGES!
!
!
!NO.1 BESTSELLER: !
!NYTIMES!
!WSJ!
!AMAZON!
!BARNES & NOBLE!
!BORDERS!
!
!
!
!
!!
WHOA.!
2010

34. 2010 DELIVERING HAPPINESS BUS TOUR!

36. WE HEARD FROM AROUND THE WORLD
NO MATTER WHAT !
BACKGROUND!
BELIEFS!
CULTURE!
!
HAPPINESS

37. GLOBAL MOVEMENT
100K PEOPLE
100 COUNTRIES

38. HOW? PCC.
Happier Companies
Happier People
Happier Communities
HAPPIER PEOPLE
HAPPIER COMPANIES
HAPPIER COMMUNITIES

39. COACHING
CONSULTING
TOOLS & METRICS
COMPANIES
CULTURE CHANGE
HAPPINESS AS A BUSINESS MODEL
2010
Happier Companies
Happier People
HAPPIER COMPANIES

40. Happier Companies
Happier People
HAPPIER COMPANIES
ñ
ñ
39% MONTHLY SALES
92% UNPLANNED ABSENCE
250 COMPANIES
30 COUNTRIES

41. THAT’S GREAT, BUT
IT’LL NEVER WORK
FOR MY COMPANY!

42. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHAT WE SAW
WHAT WE DID
TIPS, STEPS AND WARNINGS

43. THINK
ABOUT
YOU
FOR
A
SECOND…
Happier Companies
Happier People
Happier Communities

44. SUCCESS HAPPINESS

45. HAPPINESS SUCCESS

46. 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
3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS
4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS
5. I WISH I HAD LET MYSELF BE HAPPIER
*
Bronnie
Ware,
PalliaXve
Care
Nurse
for
paXents
in
last
12
weeks
of
life
THE EXPERTS > FAST FORWARD
TOP 5 REGRETS IN LIFE

47. WHAT WILL YOUR EULOGY BE?
FAST FORWARD
*
Bronnie
Ware,
PalliaXve
Care
Nurse
for
paXents
in
last
12
weeks
of
life

48. …BUT ONLY 10%
HAPPINESS IS PREDETERMINED
*Shawn
Achor,
The
Happiness
Advantage

49. BRAINS PROCESS
40M BITS PER SECOND
BUT WE RECEIVE
11M BITS PER SECOND
*informaXon
transmission
rate
of
all
5
senses
per
second
IT’S
ABOUT
WHAT
WE
FOCUS
ON
FOCUS
ON
NEGATIVE,
SEE
NEGATIVE

50. UP TO 90% OF
HAPPINESS IS HOW
OUR BRAINS PROCESS
THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
OUR BRAINS CAN BE
REWIRED FOR
HAPPINESS.

51. WHY DO WE GET THIS WRONG?

52. PSYCHOLOGY
1998

53. A POSITIVE INTERACTION AT WORK HAS AN EFFECT
5X MORE PRODUCTIVE THAN A NEGATIVE ONE
15 YEARS OF RESERCH
HUNDREDS OF STUDIES
HAPPINESS IS SERIOUS BUSINESS

54. 3 TYPES OF HAPPINESS

55. POP QUIZ.
CAN YOU TELL WHICH IS HAPPIER?
PLEASURE, SUPERFICIAL
FAVORABLE GENE EXPRESSION
IMMUNE, ANTIVIRAL, INFLAMATORY
PURPOSE, MEANINGFUL
ADVERSE GENE EXPRESSION
INFLAMATION, ANTIBODY, ANTIVIRAL

57. “GET THE
CULTURE RIGHT
THEN EVERYTHING
ELSE WILL
FALL INTO
PLACE”

58. ATMOSPHERE

59. HAPPY
EMPLOYEES
HAPPY
CUSTOMERS= = SUCCESSFUL
COMPANY
THE FORMULA IS NOT HARD
CULTURE
IS THE SECRET SAUCE
GUIDELINES
I
LIVED
I
CO-­‐OWNED
I
MEASURED
SUSTAINABLE

60. IT SOUNDS…
SOFT

61. MASLOWS HIERARCHY
OF HUMAN NEEDS

62. Effectsofhappinessonbusiness
WHY FOCUS ON THE SOFT STUFF
*mean difference between happiest vs least happy workplaces

63. WHY FOCUS ON THE SOFT STUFF

64. FOCUS ON THE SOFT STUFF

65. STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED
SCIENCE & SECRETS
WHAT WE SAW
WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNING!

66. CULTURE
IS NOT ABOUT WHAT
YOUR VALUES ARE
IT’S ALL ABOUT
ALIGNMENT

67. GROWTH
…
COMPLEXITY
FREEDOM
&
AUTONOMY
%
HIGH
PERFORMING
EMPLOYEES
CULTURE
IS
ABOUT
SUSTAINABLY
SCALING

68. GROWTH
…
COMPLEXITY
FREEDOM
&
AUTONOMY
%
HIGH
PERFORMING
EMPLOYEES
&
HAPPINESS!
CULTURE
IS
ABOUT
SUSTAINABLY
SCALING

69. CULTURE
&
STRATEGY
HIGHEST
LOYALTY
IN
THE
INDUSTRY
LOYAL
I
CANT
COPY
I
RESILIANCE
IN
HARD
TIMES
I
‘91
GAS
CRISIS
HOW
STRONG
IS
YOUR
CULTURE,
WOULD
PEOPLE
STICK
WITH
YOU
IN
A
CRISIS?

70. BE INTENTIONAL!
WE ARE ALWAYS
EITHER AFFECTING
OR INFECTING
OTHERS
CULTURE
IS
CONTAGIOUS
LET’S TRY!

71. CULTURE
TIP-­‐
IT’S
ORGANIC
BOTTOM
UP
TOP
DOWN
FIND
YOUR
CULTURE
CHAMPS

72. STORIES
SHOW
YOUR
REAL
CULTURE!
WHAT ARE YOUR
CULTURE STORIES?
CULTURE
TIP

73. INTEGRITY
COMMUNICATION
RESPECT
EXCELLENCE
CULTURE
CAUTION

74. ENCOURAGE
DEPTH
&
NUMBER
OF
CONNECTIONS
1 MAIN ENTRANCE…
CONNECTEDNESS
TIP

75. CONNECTEDNESS
TIP
COLABORATIVE
ENVIRONMENT
APPLY
THE
SCIENCE
4min
“lunch
Line”

76. PERSONAL
EMOTIONAL
CONNECTION
CELEBRATE
BIG TIP
CONNECTEDNESS
IS
PERSONAL

77. LET’S
TRY!
“Happiness does not come so much
from within than it does from between”
Tony Hsieh
CONNECTEDNESS

78. SENSE
of
PROGRESS
TIP
HELP
EMPLOYEES
FEEL
PROGRESS
BY
SETTING,
MEASURING
&
CELEBRATING
GOALS
CREATIVELY
PROMOTION
18
Months
PROMOTION
PROMOTION
6
Months
6
Months
6
Months

79. SENSE
of
CONTROL
TIP
START
SMALL!
THE
STRONGER
THE
CULTURE,
MORE
THE
AUTONOMY.

80. SENSE
of
CONTROL
TIP
START
SMALL!
THE
STRONGER
THE
CULTURE,
MORE
THE
AUTONOMY.

81. VISION
CLARITY OF ROLE
PART OF SOMETHING BIGGER
PURPOSE
IS
ESSENTIAL

82. IF YOU WANT TO BUILD A SHIP,
DON’T DIVIDE THE WORK AND GIVE ORDERS.
INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.
PURPOSE
IS
ESSENTIAL
~SAINT EXUPERY

83. PURPOSE
TIP
CONNECT
CUSTOMERS
TO
HIGHER
PURPOSE

84. TOYOTA
TRADER JOE’S
NEW BALANCE
STARBUCKS
AMAZON
BMW
CATEPILLAR
EBAY
IDEO
IKEA
ZAPPOS
JET BLUE
JOHNSON & JOHNSON
HONDA
LL BEAN
METHOD
REI
SOUTHWEST
PURPOSE
DRIVEN
CO’S

85. COMPANIES
WITH
A
HIGHER
PURPOSE
OUTPERFORMED
S&P
BY
400%
!
PURPOSE
=
PROFITS

86. IS HAPPINESS AT WORK
NICE TO HAVE
OR NEED TO HAVE?

87. MASS PRODUCTION MODEL OF 1950’s
SQUEEZE THEM FOR EVERY DROP
YOU’RE LUCKY TO HAVE A JOB
NICE OR NEED
TOP DOWN IS DYING

88. WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY
NICE OR NEED
MILLENIALS RISING

89. PSST, YOUR CULTURE IS SHOWING
NICE OR NEED
TRANSPARENCY IS A TSUNAMI

90. WHERE DO I BEGIN?
3 TOOLS & 3 STEPS

91. NIC MARKS, TED SPEAKER
HOUSE OF PARLIAMENT 2012
FREE : )
TOOLS FOR YOU
1. HAPPINESS AT WORK SURVEY

92.
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
2. CULTURE BOOK
FREE : )

93. DEFINE YOUR CULTURE
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
3. CULTURE DESIGN

94. CULTURE BY DESIGN OR
CULTURE BY DEFAULT?
STEP
1.
ASK

95. TIP.
FOCUS
ON
MANAGERS
SAYING
HELLO
TO
A
NEW
EMPLOYEE
INCREASES
PRODUCTIVITY
15%
FOR
9
MONTHS

96. HOW DO YOUR EMPLOYEES FEEL?
HOW DO YOUR CUSTOMERS FEEL?
STEP
2.
INVESTIGATE

97. WHAT WOULD YOU DO EVERY DAY
FOR THE NEXT 10 YEARS
WITHOUT GETTING PAID?
TIP.
EXPLORE
PASSION

98. IT’S HARD.
START EARLY.
WHAT ARE YOUR
PERSONAL
COMPANY
DO THEY ALIGN?
STEP
3.
DEFINE
YOUR
VALUES

99. TIP.
INCLUDE
VALUES
IN
DAY-­‐TO-­‐DAY

100. *
Bronnie
Ware,
PalliaXve
Care
Nurse
for
paXents
in
last
12
weeks
of
life
ASK
YOURSELF..
WHAT WILL YOUR EULOGY BE?HOW
WILL
YOU
CHANGE
I
WISH
TO
I
LIVED?

101. THINK OF ONE THING YOU WILL DO
REALLY! READY?

102. THEN … DO.

103. HOW CAN WE HELP?
CULTURE BOOK
COPY OF PRESENTATION
SUNNY@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT

104. at WORK
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
SUNNY@DELIVERINGHAPPINESS.COM