Peer 100 - Jenn Lim - Delivering Happiness

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PEER 100 28 JULY 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER

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July 28, 204 in San Francisco, California, Peer 100 - Jenn Lim - Delivering Happiness

Transcript of Peer 100 - Jenn Lim - Delivering Happiness

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PEER 10028 JULY 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 _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.

YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.

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REFLECTION

HOW DID I GET HERE?

WHY AM I SO PASSIONATE ABOUT HAPPINESS?

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MT. KILI

GREEN FIELDExplored and

PrioritizedINTERNET

CONSULTANT

LAYOFFLOSERLOSS

GO BEARS!

ZAPPOSCONSULTANT

ROCK BOTTOM REAL LOSS

TIME

HAPP

INES

S+

|

OH @#$%

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CAN COMPANIES REALLY BE

SUCCESFUL WITH HAPPINESS AS A

BUSINESS MODEL?

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

— MAYA ANGELOU

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“A WOMAN’S DREAM CLOSET…”

ZAPPOSKENTUCKY WAREHOUSE

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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE

PERSONAL 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 CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK

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THE CULTURE BOOK

THE CULTURE BOOK

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THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITED

EXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE

STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE

FOR A COPY, JUST EMAIL ME [email protected]

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CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service

2. Embrace and Drive Change3. Create Fun and a Little Weirdness

4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning

6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit

8. Do More with Less9. Be Passionate and Determined

10. Be Humble

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CULTURE AND CUSTOMER SERVICE$2B* COMPANY

1999 – TODAY

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gros

s Sal

es $

MM

$1,000

800

600

400

200

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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87% EMPLOYEES IN THE WORLD DISENGAGED

$500B LOST IN PRODUCTIVITY (U.S. ALONE)

- GALLUP 2012

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AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL

LESSONS LEARNED:1.COMMITMENT2.CORE VALUES

3.TRANSPARENCY4.VISION

5.RELATIONSHIPS6.THE RIGHT TEAM

AND CAN THEY BEAPPLIED TO YOU?

HOW?

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1. COMMITMENTDO 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 VALUESIT’S HARD.START EARLY.

WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?

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EXAMPLES:VENDOR EXTRANET

TWITTER.ZAPPOS.COM

“ASK ANYTHING”TOURS & MEDIA

VISITSZAPPOS INSIGHTS

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FOR EMPLOYEES

WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

FOR ENTREPRENEURS

WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?

4. VISION

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5. BUILD MEANINGFULRELATIONSHIPS

IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS.

IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.

“IF THE PERSON YOU’RE TALKING TO ISN’T 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 WAY…

WHAT 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 WAY…

TOP 5 I WISH’ES IN LIFE

- BRONNIE WARETOP 5 REGRETS OF DYING

…THE COURAGE TO EXPRESS MY FEELINGS.

…LET MYSELF BE HAPPIER

…NOT WORKED SO HARD

…STAYED IN TOUCH WITH FRIENDS

…THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED

I WISH I HAD…

#1

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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS

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IF RESEARCH SHOWS VISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…

HOW DOES THAT APPLY TO YOU AND

YOUR COMPANY?

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FIRST…THERE 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

WHOA.

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I CAN BE A CMP!

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THEN, THE BUS TOUR…

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THEN THERE WAS A BUS TOUR

FIRST…THERE WAS A BOOK

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WE HEARD FROM AROUND THE WORLD

UNIFIEDBY THE SAME

VISION

NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB

HAPPINESS

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NOW…THE MOVEMENT

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

SCIENTIFIC SENSEBUSINESS SENSE

HUMAN SENSE

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HOW? PCC.

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HAPPIER COMMUNITIES

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HAPPIER COMMUNITIES

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HAPPIER COMPANIES

HAPPINESS AT WORK SURVEY

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TIPPING POINT OF HAPPINESS

HARVARD BUSINESS REVIEWJAN-FEB 2012

BETTER RETENTION SICK LEAVE 66%

BURNOUT 125% TURNOVER 51%

MORE ENGAGEMENTSALES 37%

PRODUCTIVITY31%

CREATIVITY300%

PROFITS 22-33%

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HAPPIEREMPLOYEES

HAPPIERCUSTOMERS= = SUCCESSFUL

COMPANIES&

MEANINGFULLIVES

51%

TURNOVER22%

PROFITABILITY 7.5YEARS

HEALTHIER&

LONGER LIFE

HARVARD BUSINESS REVIEW JAN-FEB 2012PURSUING HAPPINESS, LYUBOMIRSKY ET AL

GALLUP 2013

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39% MONTHLY SALES92% UNPLANNED ABSENCE

HAPPINESS…DELIVERED.

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HOW? ONE PCC AT A TIME...

CHANGE YOUR

WORLD, TOGETHER

WE’LL CHANGE

THE WORLD

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HOW CAN WE HELP?

FOR: QUESTIONS

SURVEY LINKCULTURE BOOK

COPY OF THE PRESENTATIONJOINING OUR COMMUNITY

[email protected] THE MOVEMENT

DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

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BE TRUE TO OUR WEIRD SELVES

IMAGINE…

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BE TRUE TO OUR WEIRD SELVES

LIVE OUR VALUES, PASSIONS AND PURPOSE

IMAGINE…

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BE TRUE TO OUR WEIRD SELVES

LIVE OUR VALUES, PASSIONS AND PURPOSE

PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS

IMAGINE…

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THANK YOU!

THEN DO.