Better World Summit - Jenn Lim - Delivering Happiness
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14-Sep-2014 -
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Transcript of Better World Summit - Jenn Lim - Delivering Happiness
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BETTER WORLD SUMMIT17 JUNE 2014
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK
WHAT ARE YOUR GOALS IN LIFE
?
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WHAT IS YOUR GOAL IN LIFE?
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WHEN I GET _____, ILL BE HAPPYWHEN I ACHIEVE _____, ILL BE HAPPYLOTTERY WINNERSTERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WERE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.
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REFLECTIONHOW DID I GET HERE?WHY AM I SO PASSIONATE ABOUT HAPPINESS?
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OH @#$%
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CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
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A WOMANS DREAM CLOSETZAPPOSKENTUCKY WAREHOUSE
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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTUREPERSONAL EMOTIONAL CONNECTION
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CULTURE#1 PRIORITY?
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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
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HOW IS CULTURE #1 PRIORITY?HIRING FOR CULTURE5 WEEKS OF TRAINING$4000 OFFER TO QUITZAPPOS CULTURE BOOK
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THE CULTURE BOOKTHE CULTURE BOOK
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THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR WHATS GOOD, WHAT DO WE NEED TO IMPROVE
STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESNT SHIP THERE
FOR A COPY, JUST EMAIL ME [email protected]
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CORE VALUES AT ZAPPOS Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate and Determined Be Humble
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CULTURE AND CUSTOMER SERVICE$2B* COMPANY1999 TODAY NOV 09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**
*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
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BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
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AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED:COMMITMENTCORE VALUESTRANSPARENCYVISIONRELATIONSHIPSTHE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
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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?
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2. DEFINE YOUR CORE VALUES
ITS HARD.START EARLY.
WHAT ARE YOUR - COMPANYS - PERSONALCORE VALUES?DO THEY ALIGN?
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EXAMPLES:VENDOR EXTRANETTWITTER.ZAPPOS.COMASK ANYTHINGTOURS & MEDIA VISITSZAPPOS INSIGHTS
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4. VISION
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5. BUILD MEANINGFULRELATIONSHIPS
ITS NOT ABOUT NETWORKING. ITS ABOUT CONNECTEDNESS.
IF YOURE INTERESTED, YOU DONT HAVE TO TRY TO BE INTERESTING.
IF THE PERSON YOURE TALKING TO ISNT LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.
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6. BUILD THE RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.
HIRE/FIRE BASED ON VALUES.
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SOME FRAMEWORKS LEARNED ALONG THE WAYWHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY
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SOME FRAMEWORKS LEARNED ALONG THE WAYTOP 5 I WISHES IN LIFE- BRONNIE WARETOP 5 REGRETS OF DYINGTHE COURAGE TO EXPRESS MY FEELINGS.LET MYSELF BE HAPPIERNOT WORKED SO HARDSTAYED IN TOUCH WITH FRIENDS THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTEDI WISH I HAD#1
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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESSHOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
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FIRSTTHERE WAS A BOOK
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550,000+ COPIES SOLD20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
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I CAN BE A CMP!
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THEN, THE BUS TOUR
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WE HEARD FROM AROUND THE WORLDUNIFIEDBY THE SAME VISION
NO MATTER WHATBACKGROUNDCULTUREIDEASJOB
HAPPINESS
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NOWTHE MOVEMENTTO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSEHUMAN SENSE
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HOW?
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HAPPIER COMMUNITIES
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HAPPIER COMMUNITIES
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HAPPIER COMPANIES
HAPPINESSATWORKSURVEY.COM
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TIPPING POINT OF HAPPINESS
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HOW? ONE PCC AT A TIME.3100 Cities110 Countries(AND COUNTING!)
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HOW CAN WE HELP?
FOR: QUESTIONSCULTURE BOOKCOPY OF THE [email protected]
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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IMAGINE
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IMAGINE
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IMAGINE
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THEN DO.
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 became secret sauce
Tony was seeing, ITS 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*