0
CNN/TURNER BROADCASTING
ATLANTA, GA
NOVEMBER 13, 2013

JENN LIM
CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…

WHAT ARE
YOUR GOALS
IN LIFE
WHAT IS YOUR GOAL IN LIFE?
OUR BRAINS ARE
HARDWIRED TO
SEEK HAPPINESS.

YET WE‘RE
SUPERBAD AT
PREDICTING
WHAT CAN SUSTAIN
IT.
•
•
•
•

―WHEN I GET __...
REFLECTION
WHY AM I SO PASSIONATE ABOUT
HAPPINESS?

HOW DID
I GET HERE
HAPPINESS

MT. KILI

ZAPPOS
CONSULTANT

GO
BEARS!

|

+

INTERNET
CONSULTANT

GREEN FIELD
Explored and
Prioritized

TIME

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

FEEL.”...
―A WOMAN‘S DREAM
CLOSET…‖

ZAPPOS
KENTUCKY WAREHOUSE
EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE

PERSONAL
EMOTIONAL
CONNECTION
#1 PRIORITY?

CULTURE
RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS

CULTURE AND
HIGHER PURPOSE
HOW IS CULTURE
#1 PRIORITY?
•
•
•
•

HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 OFFER TO QUIT
ZAPPOS CULTURE BOOK
THE CULTURE
THE CULTURE
BOOK
BOOK
THE CULTURE BOOK
WHAT IS IT?
COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE EVERY
YEAR – WHAT’S GO...
CORE VALUES
AT ZAPPOS
1.

Deliver WOW Through Service
2.

3.
4.

Create Fun and a Little Weirdness

Be Adventurous, Creati...
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...
BEST WORKPLACES
VS. S&P 500

GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010
AN EXPERIMENT IN

HAPPINESS AS A
BUSINESS MODEL

HOW

?

LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. ...
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?

SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
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
EXPECTE...
HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS
MIHÁLY
CSÍKSZENTMIHÁLYI
FIRST…
THERE WAS A BOOK
550,000 COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMA...
I CAN BE
A CMP!
THEN,

THE BUS TOUR…
FIRST…THERE WAS A
BOOK
THEN THERE WAS A
BUS TOUR
WE HEARD FROM AROUND THE WORLD
UNIFIED
BY THE
SAME
VISION

NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB

HAPPINESS
NOW…THE MOVEMENT

SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
HOW? The 3 C‘s.

3100
Cities

110
Countries
(and counting!)
HAPPIER
COMPANIES

www.HappinessatWorkSurvey.com
HAPPIER
COMPANIES
HAPPINESS @WORK
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%



GREATER ENGAGEMENT



SALES 37%
PRODUCTIVI...
HAPPIER
COMMUNITIES

PAY HAPPINESS FORWARD.
100% of net profits to the
Happiness Movement
HAPPIER CITIES

REVITALIZING
DOWNTOWN VEGAS
WHAT MATTERS IS
ALIGNMENT AND
COMMITMENT
HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION

JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELI...
IMAGINE…
•

BE TRUE TO OUR WEIRD SELVES

•

LIVE OUR VALUES, PASSIONS AND
PURPOSE

•

PRIORITIZE FOR LASTING, SUSTAINABLE
...
THEN DO.

THANK YOU!
Cnn turner jenn lim delivering_happiess
Cnn turner jenn lim delivering_happiess
Cnn turner jenn lim delivering_happiess
Cnn turner jenn lim delivering_happiess
Cnn turner jenn lim delivering_happiess
Cnn turner jenn lim delivering_happiess
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?
  • Transcript of "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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