American Express Global Business Travel, Shereen Eltobgy_Delivering Happiness

American Express !Global Business Travel!

!September 2014!

!SHEREEN H. ELTOBGY (Coach SHE)!

Happiness Development Diva!

WELCOME!American Express!

Global Business Travel!!

One Network !ONE DREAM!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

Newsflash!!!

American Express Global Travel!Create & Sell pleasurable experiences.!

!Delivering Happiness!

!!

One Network!ONE DREAM!

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

HOW CAN WE BE BETTER

IN LIFE AND

AT WORK ?

WHO’S SHEREEN FROM DELIVERING HAPPINESS?

WHY am I here ?

HAPPINESS DEVELOPMENT DIVA

Run!... don’t walk

AEGBT Travel Partner Network Markets

Countries here today ?

1.  STORY of Tony Hsieh, CEO of Zappos.com & his journey to Deliver Happiness

2. SCIENCE & SECRETS behind his success

3. WHY it matters to you and your business

$!

Stretch Break

4.  The DH Model & Frameworks

5. Your roadmap to profits, passion & purpose

Today!

24 MILLION CUSTOMERS

NEARLY $3B COMPANY

SF1999

35 EMPLOYEES

GROWING…

“A WOMAN’S DREAM CLOSET”

AND GROWING… ZAPPOS KENTUCKY WAREHOUSE

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

FEEL.” — MAYA ANGELOU

FREE SHIPPING 800# EVERY PAGE

24HR CALL CENTER 365 DAY RETURNS

75% REPEAT CUSTOMERS

CUSTOMER SERVICE #1 PRIORITY

CULTURE… WOW!

#1 PRIORITY

HAPPIER EMPLOYEES

HAPPIER CUSTOMERS

= =

SUCCESSFUL

COMPANY

A FORMULA WAS EMERGING..

!

!550,000 COPIES SOLD! 20 LANGUAGES!!!

!#1 BESTSELLER: !

!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!

!!!!

WHOA.!

2010

WE HEARD FROM AROUND THE WORLD

SAME VISION!!!

NO MATTER WHAT !BACKGROUND!CULTURE!IDEAS!JOB!

HAPPINESS

HOW? PCC

87% UNHAPPY AT WORK!

* Gallup State of the Global Workplace 2013

STORY OF

SCIENCE & SECRETS

WHY IT MATTERS

WARNING!

Happiness increases &

results are larger than they

appear (in the rearview

mirror)

WHEN I GET _______ I WILL BE HAPPY!

SHORT TERM IS EASY

WE’VE BEEN GIVEN A FORMULA…

WHY ARE WE SO SUPERBAD AT PREDICTING OUR HAPPINESS?

WHY?

WE’VE BEEN TOLD…

SUCCESS HAPPINESS

HAPPINESS SUCCESS

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

FAST FORWARD: TOP 5 REGRETS IN LIFE

* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life

* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life

WHAT WILL YOUR ULOGY BE?

FAST FORWARD:

* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life

* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life

HOW CAN WE BE BETTER

IN LIFE AND

AT WORK ?

HAPPINESS…Does it make SENSE!?!

SCIENTIFIC SENSE

1998

Barbara Fredrickson Shawn Achor Martin Seligman

SCIENTIFIC SENSE

Positive Psychology. Positivity. Happiness.

MASLOW’S HIEARCHY OF HUMAN NEEDS

SCIENTIFIC SENSE

SCIENTIFIC SENSE

BUSINESS

THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS

LIFE

BUSINESS SENSE

REALIZATION!: The Same Model CAN Apply!

NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B

$0 to $3 BILLION*

$3B ZAPPOS

BUSINESS SENSE

BEST WORKPLACES vs S&P 500

BUSINESS SENSE

FOCUS ON CULTURE & EMPLOYEE WELL BEING

HIGHER PURPOSE = HIGHER PROFIT! !

50 FASTEST GROWING BRANDS!

!

OUTPERFORMED TOP PERFORMERS…EXPONENTIALLY! ! !

BUSINESS SENSE

Happiness & Wellbeing

Values & Higher Purpose

Accenture Amazon.com Apple Coca Cola Google

Petrobras Samsung Starbucks Zappos IBM

MAKES SENSE

effe

cts

of h

appi

ness

on

busi

ness

Results based on median results of happiest co’s vs least happy co’s

1.  WORK LIFE INTEGRATION

2.  QUALITY OF LIFE OVER MONEY & STABILITY

3.  TRANSPARENCY = TRUTH (social media)

MILLENIALS RISING

NICE TO HAVE? or MUST HAVE?

COULD THAT WORK FOR OUR

COMPANIES !& OUR TEAMS?!

STRETCH !BREAK! !

!1 weird thing that !makes you happy!

HAPPIER EMPLOYEES

HAPPIER CUSTOMERS

= =

SUCCESSFUL COMPANIES

& MEANINGFUL

LIVES

51%

ñ

TURNOVER

22% PROFITABILITY

ñ 7.5YEARS HEALTHIER & LONGER LIFE

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

GALLUP 2013

TIPPING POINT?

HAPPINESS AS A BUSINESS MODEL

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

AEGBT!!RECRUIT & RETAIN the RIGHT EMPLOYEES!

DO THINGS RIGHT vs DO THE RIGHT THING!

Make Happy Work™ Model

CULTURE •  DNA of co. •  Core Values •  Behaviors / Best Practices


CULTURE AND GROWTH GR

OWTH

… COMPLEXITY

FREEDOM & AUTONOMY

% HIGH PERFORMING EMPLOYEES

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!

CORE VALUES DEFINE CULTURE

ZAPPOS 10 CORE VALUES

CO-‐OWNED, ALL KNOW! #1 WOW EVERYDAY WORD

CORE VALUES COMMIT, HIRE & FIRE

#1 IW : ON SCALE 1-‐10, HOW WEIRD? CVs GUIDE BEHAVIORS EVERY DAY!

CULTURE

VALUES + BEHAVIORS

PRACTICED OVER TIME

Culture of Values Ø  How do we define our Culture?

Ø  How do we define our Values?

Ø  Do we check for Alignment??

Ø  How important is our company culture?

Reality vs. Ideal

The Science of Happiness …fuel for the engine

SCIENCE OF HAPPINESS

•  Connectedness •  Sense of Progress •  Sense of Control


CONNECTEDNESS

ü  ENGAGEMENT

ü  COMMUNICATION

ü  RESULTS

ü  LIFE SPAN

Results in:

AEGBT Service Delivery Network EMPLOYEE ENGAGEMENT Ini<a<ves

TEAM LEADERS

MANAGEMENT

TRAVEL CONSULTANTS

Management onsite and virtual site visit for home based employees.

Annual TeamWorks event Leadership Training

Recogni<ons: Pacese_ers Employee survey and feedback from employee advisory board

Business Reviews

Coaching & Mentoring

COACH & MENTOR

SENSE OF PROGRESS

TRAIN & DEVELOP RECOGNIZE & REWARD

ü  ENGAGEMENT ü  EMPOWERMENT ü  LEADERSHIP DEVELOPMENT ü  TEAM STRENGTH

Results in:

ü TRUST ü AUTONOMY ü  INNOVATION ü LEADERSHIP

SENSE OF CONTROL

Results in:

Science of Happiness 1 2 Ø Connectedness How do people in our company connect? How can we expand and improve these connections? Ø Sense of Progress How do employees perceive progress & growth in our

company? Do they have a clear path to learn, grow & evolve?

Ø Sense of Control What are the levels of TRUST? How do they perceive autonomy & control

(positions / decisions) ?

Higher Purpose •  Meaning + Vision •  Greater than ME •  Collective Passion •  Job? Or Calling? •  More imp than $


HIGHER PURPOSE

ü  GIVES MEANING TO WORK

ü  INSPIRES EMPLOYEES & CUSTOMERS

ü  GUIDES COLLECTIVE VISION & PASSION

Results:

ONE NETWORK. ONE DREAM. Dream BIG!!

Higher Purpose = Higher Profit

Higher purpose

3Ø Do our employees know how our

company offers value to the world?

Ø Why should others be interested in what I / WE are doing?

OK, I understand… But where do I start? !

1.  ALIGN Ask WHY

Ø  Vision? Ø  Our Culture? Ø  Happiness & Wellbeing? Ø  Our Future? Ø  What is our WHY?

IT’S ALL! ABOUT !

ALIGNMENT !REMINDER

2. ASSESS: MAP Let’s Measure, Analyze & Plan

Ø  Measure, Analyze, Report, Benchmark

Ø  MAP: Reflect & Plan Ø  Prioritize Ø  Project-ize

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

HAPPINESS @WORK SURVEY

YES!!!

3. DEFINE Let’s define what’s best for us…& launch!

Ø  Core Values (personal, team, company) Ø  Higher Purpose Ø  Frameworks of Happiness & Wellbeing

Happy ME™ = inspired leader

1 ThePower toChoose

Being anInspiredLeader

3The Wonderof Uncertainty

2

PersonalHigherPurpose4

Pay ItForward5 The power

of Thoughts & Emotions

4. LIVE & EMBED Now we’re really on a roll!

Ø  Live & Embed culture and frameworks into day-to-day

ü  HR Systems / Processes ü  Performance Management ü Coaching & Mentoring ü Reward & Recognition

AMPLIFY CULTURE

People join great companies and leave bad managers

BIG TIP FOCUS ON MANAGERS & TEAM LEADERS

5. EVOLVE Let’s learn, grow & evolve together!

Ø  Re-measure Ø  Deepen Core Values Ø  Increase Happiness & Wellbeing Ø Strengthen Best Practices

HAVE FUN

CELEBRATE!

We CAN

BE BETTER IN LIFE

& AT WORK

!

HAPPINESS ROI CALCULATOR!

DELIVERINGHAPPINESS.COM

TOOLS FOR YOU

CULTURE BOOK!

What’s the larger VISION

& GREATER PURPOSE in

their work, beyond

$$ or Profits?

WHAT WOULD YOU BE PASSIONATE ABOUT DOING If you didn’t fear failure?

If you could wave a magic wand?

PASSION & PURPOSE

ENTREPRENEURS

WHAT ARE YOU WAKING UP FOR?

DELIVERINGHAPPINESS.COM

IMAGINE…

THANK YOU!

THEN DO.

Create change in the world more than we ever thought possible… with happiness.

QUESTIONS?

CULTURE BOOK VHP COMMUNITY

[email protected]

TO LEARN MORE [email protected]

JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM

FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

[email protected]

[email protected]

American Express Global Business Travel, Shereen Eltobgy_Delivering Happiness

Business

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