Verizon Wireless Peoria Jenn Lim Delivering Happiness
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VERIZON WIRELESS PEORIA, IL
20 JANUARY 2015
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK…
WHAT AREYOUR 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
PrioritizedINTERNETCONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL
LOSS
TIME
HA
PP
INE
SS
+|
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 FORGETHOW YOU MADE THEM FEEL.”– MAYA ANGELOU
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“A WOMAN’SDREAM CLOSET…”
ZAPPOSKENTUCKY WAREHOUSE
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• EXPECTATIONS• EXPERIENCE• EMOTIONS• STORIES• CULTURE
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 BOOKTHE CULTURE BOOK
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THE CULTURE BOOK WHAT 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 THEBRAND 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 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
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CULTURE AND CUSTOMER SERVICE$2B* COMPANY
1999 – 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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employees in the world
DISENGAGED
in lost
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 BE APPLIED 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
IT’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 MEANINGFULRELATIONSHIPSIT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS.
IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
“IF THE PERSONYOU’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/FIREBASED ON VALUES.
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SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESS HAVE 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
I WISH I HAD…
…THE COURAGE TO LIVE TRUE TO MYSELF,
NOT THE LIFE OF WHAT OTHERS
EXPECTED
#1
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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
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HAPPINESS FRAMEWORK 13 TYPES OF HAPPINESS
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HAPPINESS FRAMEWORK 4PARALLELS OF A GREAT BUSINESS AND HAPPINESS
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THATAPPLY 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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FIRST…THERE FIRST…THERE WAS A WAS A BOOKBOOK
THEN THERE WAS A THEN THERE WAS A BUS TOURBUS TOUR
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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 SENSE
BUSINESS SENSEHUMAN SENSE
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HOW? PCC.
PEOPLE
COMPANIES
COMMUNITIES
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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 REVIEW JAN-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=
SUCCESSFULCOMPANIES(& MEANINGFUL
LIVES)=
51%
TURNOVER
22%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.
– TOP 20 FASTEST GROWING E-COMMERCE COMPANY
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WHAT MAKES HAPPY WORK?
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WHO? ME – WE – COMMUNITY
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HOW? ONE PCC AT A TIME
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HOW CAN WE HELP?FOR:
QUESTIONSSURVEY LINK
CULTURE BOOKCOPY OF THE PRESENTATION
JOINING OUR COMMUNITY
JOIN THE MOVEMENTDELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESSTWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
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BE TRUE TO OURWEIRD 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, PASSIONSAND PURPOSE
PRIORITIZE FOR LASTING, SUSTAINABLE
HAPPINESS
IMAGINE…
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…THEN DO.
CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE…
WITH HAPPINESS!
THANK YOU!