CLEVELANDCLINIC
5th AnnualPatient Experience:
Empathy and InnovationSummit
19 MAY2014
JENNLIM
CEO & CHIEF HAPPINESSOFFICER
TAKE A MOMENT TO THINK…
WHAT ARE YOUR
GOALS IN LIFE
WHAT IS YOUR GOALIN LIFE?
• “WHEN IGET _____, I’LL BEHAPPY”
• “WHEN IACHIEVE_____, I’LL BE HAPPY”
• LOTTERYWINNERS
• TERMINALLYINJUREDOR DISABLED
OU...
REFLECTION
HOW DID
I GET HERE
WHYAM I SO PASSIONATE ABOUT HAPPINESS?
MT.KILI
GREEN FIELD
Exploredand
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCKBOTTOM R...
CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESSAS
A BUSINESSMODEL?
“PEOPLE WILL FORGET WHAT YOUSAID, PEOPLE WILL
FORGET WHAT YOU DID, BUT PEOPLE WILL NEVERFORGET
HOWYOUMADE THEM
FEEL.”
— MA...
“A WOMAN’S DREAM CLOSET…”
ZAPPOS
KENTUCKYWAREHOUSE
EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION
CULTURE
#1 PRIORITY?
RESEARCH SHOWS
WHAT MAKES
LONG-TERMSUSTAINABLEBRANDS
CULTURE AND
HIGHER PURPOSE
HOWIS CULTURE
#1PRIORITY?
• HIRINGFORCULTURE
• 5 WEEKSOF TRAINING
• $4000 OFFERTO QUIT
• ZAPPOS CULTURE BOOK
THE CULTURE BOOKTHE CULTURE BOOK
THE CULTUREBOOK
WHAT IS IT?
COMPLETELYUNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOTOF CULTURE EVERYYEAR –WHAT’S
GOOD,WHA...
CORE VALUES AT
ZAPPOS
1. DeliverWOWThrough Service
2. Embrace and DriveChange
3. CreateFunand a LittleWeirdness
4. Be Adve...
CULTUREAND CUSTOMER SERVICE
$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
GrossSales$MM
$1,000
800
600
400
2...
BEST WORKPLACES
VS. S&P 500
GREAT PLACETOWORK/
FORTUNEMAGAZINE, 2010
87% EMPLOYEES
IN THE WORLD
DISENGAGED
$500B LOST IN
PRODUCTIVITY
(U.S. ALONE)
-
GALLUP 2012
AN EXPERIMENTIN
HAPPINESSAS A
BUSINESS MODEL
LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. RE...
1. COMMITMENT
DO YOU WANT TO BUILDA LONG-TERM,
SUSTAINABLE BRAND?
ARE YOU WILLINGTO COMMITFINANCES,
RESOURCES,AND TIME TO ...
2. DEFINE YOUR CORE
VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEYALIGN?
3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO
FEAR.
(WHILE SAVING TIME, EFFORT AND
ANXIETY)
WORK | L...
FOR
EMPLOYEES
WHAT’S THE LARGER VISION AND
GREATER PURPOSE IN THEIR
WORK BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEURS
WHATWO...
5. BUILD MEANINGFUL
RELATIONSHIPS
IT’SNOT ABOUT NETWORKING.
IT’SABOUT
CONNECTEDNESS.
IF YOU’REINTERESTED,YOU DON’THAVE
TO ...
6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIREQUICKLY.
HIRE/FIRE BASED ON
VALUES.
SOME FRAMEWORKS
LEARNED ALONGTHE WAY…
WHAT DOESTHE
SCIENCE OF HAPPINESS
HAVE TO TELLUS?
SOME DATA ANDFRAMEWORKS
LEARNEDALO...
SOME FRAMEWORKS
LEARNED ALONGTHE WAY…
TOP 5I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…THECOURAGE TO EXPRESS
...
HAPPINESSFRAMEWORK1
LEVERSOF HAPPINESS
MIHÁLY
CSÍKSZENTMIHÁLYI
IFRESEARCHSHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TOHAPPINESS…
HOW DOES THAT APPLY TO YOU
AND YOUR COMPANY?
FIRST…
THERE WASA BOOK
550,000+COPIESSOLD
20LANGUAGES/COUNTRIES
2010BEST OFLISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON ...
I CAN BE
A CMP!
THEN,
THE BUS TOUR…
THEN THERE WAS ABUS TOUR
FIRST…THERE WAS A BOOK
WE HEARD FROM AROUNDTHE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HOW?
HAPPIER COMMUNITIES
HAPPIER COMMUNITIES
HAPPIER COMPANIES
HAPPINESSATWORKSURVEY.COM
TIPPING POINT OF HAPPINESS
BETTER RETENTION
SICK LEAVE 66%
BURNOUT125%
TURNOVER51%
MORE ENGAGEMENT
SALES37%
PRODUCTIVITY...
HAPPIER
EMPLOYEES
HAPPIER
CUSTOMERS= =
SUCCESSFUL
COMPANIES
&
MEANINGFUL
LIVES
51%
TURNOVER
22%
PROFITABILITY
 7.5YEARS
...
39% MONTHLYSALES
92% UNPLANNED ABSENCE

HAPPINESS…DELIVERED.
HOW? ONE PCC AT A TIME.
3100
Cities
110
Countries
(AND COUNTING!)
HOW CAN WE HELP?
FOR:
QUESTIONS
CULTUREBOOK
COPYOF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THEMOVEMENT
DELIVERI...
BE TRUE TO OUR WEIRD SELVES
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND
PURPOSE
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND
PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…
THANK YOU!
THEN DO.
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
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  • 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, IT’S 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
  • Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness

    1. 1. CLEVELANDCLINIC 5th AnnualPatient Experience: Empathy and InnovationSummit 19 MAY2014 JENNLIM CEO & CHIEF HAPPINESSOFFICER
    2. 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
    3. 3. WHAT IS YOUR GOALIN LIFE?
    4. 4. • “WHEN IGET _____, I’LL BEHAPPY” • “WHEN IACHIEVE_____, I’LL BE HAPPY” • LOTTERYWINNERS • TERMINALLYINJUREDOR DISABLED OUR BRAINSARE HARDWIRED TO SEEKHAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAINIT.
    5. 5. REFLECTION HOW DID I GET HERE WHYAM I SO PASSIONATE ABOUT HAPPINESS?
    6. 6. MT.KILI GREEN FIELD Exploredand Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCKBOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
    7. 7. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESSAS A BUSINESSMODEL?
    8. 8. “PEOPLE WILL FORGET WHAT YOUSAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVERFORGET HOWYOUMADE THEM FEEL.” — MAYAANGELOU
    9. 9. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKYWAREHOUSE
    10. 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    11. 11. CULTURE #1 PRIORITY?
    12. 12. RESEARCH SHOWS WHAT MAKES LONG-TERMSUSTAINABLEBRANDS CULTURE AND HIGHER PURPOSE
    13. 13. HOWIS CULTURE #1PRIORITY? • HIRINGFORCULTURE • 5 WEEKSOF TRAINING • $4000 OFFERTO QUIT • ZAPPOS CULTURE BOOK
    14. 14. THE CULTURE BOOKTHE CULTURE BOOK
    15. 15. THE CULTUREBOOK WHAT IS IT? COMPLETELYUNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOTOF CULTURE EVERYYEAR –WHAT’S GOOD,WHAT DO WE NEEDTO IMPROVE STARTED AS CULTURE BOOK,NOW THE BRAND BOOK TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
    16. 16. CORE VALUES AT ZAPPOS 1. DeliverWOWThrough Service 2. Embrace and DriveChange 3. CreateFunand a LittleWeirdness 4. Be Adventurous, Creative,and Open-Minded 5. Pursue GrowthandLearning 6. BuildOpenandHonest Relationships WithCommunication 7. Build a PositiveTeam and FamilySpirit 8. Do MorewithLess 9. Be Passionate and Determined 10. BeHumble
    17. 17. CULTUREAND CUSTOMER SERVICE $2B* COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSSMERCHANDISESALES **SHAREVALUEAT THE TIMEOFCLOSING
    18. 18. BEST WORKPLACES VS. S&P 500 GREAT PLACETOWORK/ FORTUNEMAGAZINE, 2010
    19. 19. 87% EMPLOYEES IN THE WORLD DISENGAGED $500B LOST IN PRODUCTIVITY (U.S. ALONE) - GALLUP 2012
    20. 20. AN EXPERIMENTIN HAPPINESSAS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW?
    21. 21. 1. COMMITMENT DO YOU WANT TO BUILDA LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLINGTO COMMITFINANCES, RESOURCES,AND TIME TO IT? HOW LONG WILLIT BE A PRIORITY?
    22. 22. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEYALIGN?
    23. 23. 3. COMMIT TO BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERE’S LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    24. 24. FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHATWOULD YOU BE PASSIONATEABOUT DOING IF YOU DIDN’T FEARFAILURE AND DIDN’T MAKE ANYMONEYFOR 10 YEARS? 4. VISION
    25. 25. 5. BUILD MEANINGFUL RELATIONSHIPS IT’SNOT ABOUT NETWORKING. IT’SABOUT CONNECTEDNESS. IF YOU’REINTERESTED,YOU DON’THAVE TO TRYTO 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.” -
    26. 26. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIREQUICKLY. HIRE/FIRE BASED ON VALUES.
    27. 27. SOME FRAMEWORKS LEARNED ALONGTHE WAY… WHAT DOESTHE SCIENCE OF HAPPINESS HAVE TO TELLUS? SOME DATA ANDFRAMEWORKS LEARNEDALONG THE WAY…
    28. 28. SOME FRAMEWORKS LEARNED ALONGTHE WAY… TOP 5I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THECOURAGE TO EXPRESS MY FEELINGS. …LETMYSELF BEHAPPIER …NOT WORKED SO HARD …STAYEDINTOUCHWITH FRIENDS …THE COURAGE TO LIVE TRUETO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… #1
    29. 29. HAPPINESSFRAMEWORK1 LEVERSOF HAPPINESS
    30. 30. MIHÁLY CSÍKSZENTMIHÁLYI
    31. 31. IFRESEARCHSHOWS VISION MEANING HIGHER PURPOSE LEADS TOHAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
    32. 32. FIRST… THERE WASA BOOK
    33. 33. 550,000+COPIESSOLD 20LANGUAGES/COUNTRIES 2010BEST OFLISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
    34. 34. I CAN BE A CMP!
    35. 35. THEN, THE BUS TOUR…
    36. 36. THEN THERE WAS ABUS TOUR FIRST…THERE WAS A BOOK
    37. 37. WE HEARD FROM AROUNDTHE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
    38. 38. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    39. 39. HOW?
    40. 40. HAPPIER COMMUNITIES
    41. 41. HAPPIER COMMUNITIES
    42. 42. HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM
    43. 43. TIPPING POINT OF HAPPINESS BETTER RETENTION SICK LEAVE 66% BURNOUT125% TURNOVER51% MORE ENGAGEMENT SALES37% PRODUCTIVITY31% CREATIVITY300% PROFITS22-33%  
    44. 44. HAPPIER EMPLOYEES HAPPIER CUSTOMERS= = SUCCESSFUL COMPANIES & MEANINGFUL LIVES 51% TURNOVER 22% PROFITABILITY  7.5YEARS HEALTHIER & LONGER LIFE HARVARDBUSINESSREVIEW JAN-FEB2012 PURSUINGHAPPINESS,LYUBOMIRSKY ET AL GALLUP 2013
    45. 45. 39% MONTHLYSALES 92% UNPLANNED ABSENCE  HAPPINESS…DELIVERED.
    46. 46. HOW? ONE PCC AT A TIME. 3100 Cities 110 Countries (AND COUNTING!)
    47. 47. HOW CAN WE HELP? FOR: QUESTIONS CULTUREBOOK COPYOF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM JOIN THEMOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT| @DHMOVEMENTCEO
    48. 48. BE TRUE TO OUR WEIRD SELVES IMAGINE…
    49. 49. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
    50. 50. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
    51. 51. THANK YOU! THEN DO.
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