Cnn turner jenn lim delivering_happiess

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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?
  • Cnn turner jenn lim delivering_happiess

    1. 1. CNN/TURNER BROADCASTING ATLANTA, GA NOVEMBER 13, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
    3. 3. WHAT IS YOUR GOAL IN LIFE?
    4. 4. OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE‘RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. • • • • ―WHEN I GET _____, I‘LL BE HAPPY‖ ―WHEN I ACHIEVE _____, I‘LL BE HAPPY‖ LOTTERY WINNERS TERMINALLY INJURED OR DISABLED
    5. 5. REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS? HOW DID I GET HERE
    6. 6. HAPPINESS MT. KILI ZAPPOS CONSULTANT GO BEARS! | + INTERNET CONSULTANT GREEN FIELD Explored and Prioritized TIME OH @#$% LAYOFF LOSER LOSS ROCK BOTTOM REAL LOSS
    7. 7. ―PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
    8. 8. ―A WOMAN‘S DREAM CLOSET…‖ ZAPPOS KENTUCKY WAREHOUSE
    9. 9. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    10. 10. #1 PRIORITY? CULTURE
    11. 11. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    12. 12. HOW IS CULTURE #1 PRIORITY? • • • • HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 OFFER TO QUIT ZAPPOS CULTURE BOOK
    13. 13. THE CULTURE THE CULTURE BOOK BOOK
    14. 14. 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 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
    15. 15. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. 3. 4. Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded 5. 6. Embrace and Drive Change Pursue Growth and Learning Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. 9. Do More with Less Be Passionate and Determined 10. Be Humble
    16. 16. CULTURE AND CUSTOMER SERVICE $2B COMPANY 1999 – TODAY Gross Sales $MM $1,00 0 800 600 400 200 ‗0 0 ‗0 1 ‗0 2 ‗0 3 ‗0 4 ‗0 5 ‗0 6 ‗0 7 ‗0 8 NOV ‗09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
    17. 17. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    18. 18. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL HOW ? LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
    19. 19. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
    20. 20. TOP 5 I WISH‘ES IN LIFE …NOT WORKED SO HARD #1 …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE …STAYED IN TOUCH WITH HAPPIER FRIENDS - BRONNIE WARE TOP 5 REGRETS OF DYING
    21. 21. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    22. 22. MIHÁLY CSÍKSZENTMIHÁLYI
    23. 23. FIRST… THERE WAS A BOOK
    24. 24. 550,000 COPIES SOLD 20 LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS WHOA. NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
    25. 25. I CAN BE A CMP!
    26. 26. THEN, THE BUS TOUR…
    27. 27. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
    28. 28. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
    29. 29. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
    30. 30. HOW? The 3 C‘s. 3100 Cities 110 Countries (and counting!)
    31. 31. HAPPIER COMPANIES www.HappinessatWorkSurvey.com
    32. 32. HAPPIER COMPANIES
    33. 33. HAPPINESS @WORK BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51%  GREATER ENGAGEMENT  SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 33% HARVARD BUSINESS REVIEW JAN-FEB 2012
    34. 34. HAPPIER COMMUNITIES PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
    35. 35. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
    36. 36. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    37. 37. HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
    38. 38. IMAGINE… • BE TRUE TO OUR WEIRD SELVES • LIVE OUR VALUES, PASSIONS AND PURPOSE • PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
    39. 39. THEN DO. THANK YOU!

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