Cleveland Clinic PE Summit - Jenn Lim - Delivering Happiness
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  • WHAT DO CUSTOMERS EXPECT? <br /> WHAT DO CUSTOMERS ACTUALLY EXPERIENCE? <br /> WHAT EMOTIONS DO CUSTOMERS FEEL? <br /> WHAT STORIES DO THEY TELL THEIR FRIENDS? <br /> HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES? <br />
  • Does anyone know this guy? <br /> <br /> 72% unhappy. Either disengaged, working below potential, or actively sabatoging <br /> <br /> 1 in 7. Is it you? Is it person next to you? Your boss?
  • Formula was emerging … became secret sauce… <br /> <br /> Tony was seeing, IT’S ALL ABOUT HAPPINESS! <br /> not only in life, also in business <br /> <br /> So he set out to incorporate as much happiness in new culture at zappos as he could <br /> <br /> The idea of happiness as a business model was born

Transcript

  • 1. CLEVELANDCLINIC 5th AnnualPatient Experience: Empathy and InnovationSummit 19 MAY2014 JENNLIM CEO & CHIEF HAPPINESSOFFICER
  • 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
  • 3. WHAT IS YOUR GOALIN LIFE?
  • 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. REFLECTION HOW DID I GET HERE WHYAM I SO PASSIONATE ABOUT HAPPINESS?
  • 6. MT.KILI GREEN FIELD Exploredand Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCKBOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
  • 7. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESSAS A BUSINESSMODEL?
  • 8. “PEOPLE WILL FORGET WHAT YOUSAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVERFORGET HOWYOUMADE THEM FEEL.” — MAYAANGELOU
  • 9. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKYWAREHOUSE
  • 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
  • 11. CULTURE #1 PRIORITY?
  • 12. RESEARCH SHOWS WHAT MAKES LONG-TERMSUSTAINABLEBRANDS CULTURE AND HIGHER PURPOSE
  • 13. HOWIS CULTURE #1PRIORITY? • HIRINGFORCULTURE • 5 WEEKSOF TRAINING • $4000 OFFERTO QUIT • ZAPPOS CULTURE BOOK
  • 14. THE CULTURE BOOKTHE CULTURE BOOK
  • 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. 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. 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. BEST WORKPLACES VS. S&P 500 GREAT PLACETOWORK/ FORTUNEMAGAZINE, 2010
  • 19. 87% EMPLOYEES IN THE WORLD DISENGAGED $500B LOST IN PRODUCTIVITY (U.S. ALONE) - GALLUP 2012
  • 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. 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. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEYALIGN?
  • 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. 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. 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. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIREQUICKLY. HIRE/FIRE BASED ON VALUES.
  • 27. SOME FRAMEWORKS LEARNED ALONGTHE WAY… WHAT DOESTHE SCIENCE OF HAPPINESS HAVE TO TELLUS? SOME DATA ANDFRAMEWORKS LEARNEDALONG THE WAY…
  • 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. HAPPINESSFRAMEWORK1 LEVERSOF HAPPINESS
  • 30. MIHÁLY CSÍKSZENTMIHÁLYI
  • 31. IFRESEARCHSHOWS VISION MEANING HIGHER PURPOSE LEADS TOHAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  • 32. FIRST… THERE WASA BOOK
  • 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. I CAN BE A CMP!
  • 35. THEN, THE BUS TOUR…
  • 36. THEN THERE WAS ABUS TOUR FIRST…THERE WAS A BOOK
  • 37. WE HEARD FROM AROUNDTHE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
  • 38. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
  • 39. HOW?
  • 40. HAPPIER COMMUNITIES
  • 41. HAPPIER COMMUNITIES
  • 42. HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM
  • 43. TIPPING POINT OF HAPPINESS BETTER RETENTION SICK LEAVE 66% BURNOUT125% TURNOVER51% MORE ENGAGEMENT SALES37% PRODUCTIVITY31% CREATIVITY300% PROFITS22-33%  
  • 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. 39% MONTHLYSALES 92% UNPLANNED ABSENCE  HAPPINESS…DELIVERED.
  • 46. HOW? ONE PCC AT A TIME. 3100 Cities 110 Countries (AND COUNTING!)
  • 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. BE TRUE TO OUR WEIRD SELVES IMAGINE…
  • 49. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
  • 50. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
  • 51. THANK YOU! THEN DO.