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Ignited jenn lim delivering happiness
 

Ignited 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?

Ignited jenn lim delivering happiness Ignited jenn lim delivering happiness Presentation Transcript

  • IG N IT E DJ U N E 2 1 2 0 12 – E L S E G U N D O , C A J E N N L IMC E O & C H IE F H A P P IN E S S O F F IC E R
  • TA K E A M O M E N T TOT H IN K … WH A T A R E YO U R G O A L S IN? L IF E
  • W H A T IS YO U R G O A L INL IF E ?
  • O U R B R A IN SAREH A R D W IR E DTO S E E KH A P P IN E S S .YE T W E ’ R ES UPERB AD ATP R E D IC T IN GWH A T C A NS U S T A IN IT . • “WH E N I GE T ___ I ’L L B E H A P P Y ” __, • “WH E N I A C H I E V E ___ I ’L L B E H A P P Y ” __, • L OT T E R Y WI N N E R S • T E R M I N A L L Y I N JU R E D OR D I SA B L E D
  • R E F L E C T IO NW HY A M I S OP A S S I ONA T E A B OUTHA P P I NE S S ? ? HOW D ID I GET
  • GO IN T E R N E T L A YO F FB EARS ! C O N S U L TA LOS ER M T. NT LOS S K IL I ROC K ZAPPOS G R E E N F IE L D B O TTO C O N S U L TA N T E x p lo r e d a n d M REAL P r io r it iz e d LOS S
  • C AN C O M P A N IE S REALLY B E S UC C ES FUL W IT HHA P P I NE S S A S A B US I NE S S M ODE L ?
  • “ P E O P L E W IL L F O R G E TW H A T YO U S A ID , P E O P L EW IL L F O R G E T W H A T YO U D ID ,B U T P E O P L E W IL L N E V E RF E E L .”F O R G E T H O W YO U M A D ET H E M — M A YA A N G E L O U
  • “ A WO M A N ’ S DREAM C L O S E T …”ZAPPOSK E NT UC K Y W A R E HOUS E
  • E X P E C T A T IO N S E X P E R IE N C E E M O T IO N S S T O R IE S C U L TU R EPERS ONALE M O T IO N A LC O N N E C T IO N
  • 10 W A Y S T O I N S T I L LC U S T O M E R S E R V IC EE X C E R P T E D F R O M DE L I V E R I NGHA P P I NE S S • M AK E C U S T O M E R S E R VI C E A P R I O R I T Y F O R T H E W H O L E C O M P AN Y , N O T JU S T A D E P AR T M E N T . A C U S T O M E R S E R VI C E AT T I T U D E N E E D S T O C O M E F R O M T H E T O P . • M AK E W O W A VE R B T H AT I S P AR T O F YO U R C O M P AN Y’S E VE R YD AY VO C AB U L AR Y. • E M P O W E R AN D T R U S T YO U R C U S T O M E R S E R VI C E R E P S . T R U S T T H AT T H E Y W AN T TO P R O VI D E G R E AT S E R VI C E … B E C AU S E T H E Y AC T U AL L Y D O . E S C AL AT I O N S T O A S U P E R VI S O R S H O U L D B E R AR E . • R E AL I Z E T H AT I T ’S O K T O FIR E CU S TOME R S W H O AR E I N S AT I AB L E O R AB U S E YO U R E M P L O YE E S . • D O N ’T M E AS U R E C AL L T I M E S , D O N ’T F O R C E E M P L O YE E S T O U P S E L L , AN D D O N ’T U S E S CR IPT S . • D O N ’T H I D E YO U R 1 -800 N U M B E R . I T ’S A M E S S AG E N O T JU S T T O YO U R C U S T O M E R S , B U T T O YO U R E M P L O YE E S AS W E L L . • VI E W E AC H C AL L AS AN I N VE S T M E N T I N B U I L D I N G A C U S T O M E R S E R VI C E B R AN D , N O T AN E X P E N S E YO U ’R E S E E K I N G T O M I N I M I Z E . • H AVE T H E E N T I R E C O M P AN Y C E L E B R AT E G R E AT S E R VI C E . T E L L S T O R I E S O F W O W E X P E R I E N C E S T O E VE R YO N E I N T H E C O M P AN Y. • F I N D AN D H I R E P E O P L E W H O AR EAL R E AD Y P AS S I O N AT E AB O U T C U S T O M E R S E R VI C E . • G I VE G R E AT S E R VI C E T O E VE R YO N E : C U S T O M E R S , E M P L O YE E S , AN D VE N D O R S .
  • #1 P R I O R I T Y ? C U L TU
  • R E S E A R C H S H O WSWH A T M A K E SL ONG- T E R MS US T A I NA B L E B R A NDS C U L TU R E A N D H IG H E R PURPOS E
  • H O W ISC U L TU R E#1H IW EN G I OR RU IAI NYE?•• 5 PI RK S O F C RL TU IRN G R E F O T T• $ 4000 O F F E R T O Q U I T• Z AP P O S C U L T U R E B O O K
  • TH ETH EC U L TU R EC U L TU R EBOOKBOOK
  • TH E C U L TU R EBOOKW H A T IS IT ? C O M P L E T E L Y U N E D IT E D E X C E P T F O R T YP O S A N D S P E L L IN G S N A P S H O T O F C U L TU R E E V E R Y YE A R – W H A T ’ S G O O D , WH A T D O WE N E E D T O IM P R O V E S TA R TE D A S C U L TU R E B O O K , N O W TH E B R A N D B O O K TO O J A P A N A N D B R A Z IL L O V E Z A P P O S E V E N T H O U G H Z A P P O S D O E S N ’ T S H IP T H E R E
  • C OREVA L U E S A TZAPPOS 1. D e li ve r W O W T h ro u gh S e rvi ce 2. E m b race an d D ri ve C h an ge 3. C re ate F u n an d a L i ttle W e i rd n e ss 4. B e Ad ve n tu ro u s, C re ati ve , an d O p e n -M i n d e d 5. P u rsu e G ro w th an d L e arn i n g 6. B u i ld O p e n an d H o n e st R e lati o n sh i p s W i th C o m m u n i cati o n 7. B u i ld a P o si ti ve T e am an d F am i ly S p i ri t 8. D o M o re w i th L e ss 9. B e P assi o n ate an d D e te rm i n e d 10. B e H u m b le
  • C U L T U R E AN D C U S T O M E R S E R V IC E W O R D O F M O U T H (75% R E P E AT C U S T O M E R S )I N V E S T I N C +C M O R E T H A N O T H E R A R E A S $ 1 ,000 800 G ro s s S ale s $ M M 600 400 2 00 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 N O V ‘09 AM AZ O N AC Q U I R E S Z AP P O S $ 1. 2 B I L L I O N S H AR E VAL U E AT T H E T I M E O F C L O S I N G
  • B E S T WO R K P L A C E S VS . S & P 5 0 0 G R E AT P L AC E T O W O R K / F O R T U N E M AG AZ I N E , 201 0
  • A N E X P E R IM E N T INH A P P IN E S S A S AB U S IN E S S M O D E L LES S ONS LEARNED: 2. C O M M I T M E N T ? 3. C O R E V A L U E S HOW 4. T R A N S P A R E N C Y 5. V I S I O N 6. R E L A T I O N S H I P S 7. T H E R I G H T T E A M A N D C A N TH E Y B E A P P L IE D T O YO U ?
  • 1.C O M M IT M E NT H O W IM P O R T A N TT O YO U ?D O YO U W A N T T O B U IL D A L O N G -T E R M , S U S T A IN A B L E B R A N D ?A R E YO U W IL L IN G T O C O M M ITF IN A N C E S , R E S O U R C E S , A N DT IM E T O IT ?
  • 2 . D E F IN EYO U RC OREVA L U E SIT ’ S H A R D , S O S T A R TE A R L Y.W H A T A R E YO U RC O M P A N Y’ S C O R EVA L U E S ?W H A T A R E YO U RP E R S O N A L C O R E VA L U E S ?
  • E XA M P L E S : VE N D O R E XTR A N E TT W IT T E R . Z A P P O S . C OM “ AS K A N YT H IN G ”
  • 4.V IS IO ND O E S IT H A V EM E A N IN G A N DP A S S IO N B E H IN DIT ?D O E S IT IN S P IR E( V S . M O T IV A T E ) ?“ C H A S E TH EV IS IO N , N O T T H EP A P E R .”
  • 7 1% E M P L O Y E E S I N TH E U .S . D IS E N G A G E DFOR $ 3 0 0 B L O S T IN P R O D U C T IV IT YE M P L O YE E S * FROM WH A T’ S TH E D IS E N G A G E M E N T L A R G E R V IS IO N - A N D G R E A TE R G A L L U P 2 0 0 8 , 2 0 11 P U R P O S E IN T H E IR W O R K B E YO N D M O N E Y O R P R O F IT S ? FOR E N TR E P R E N E URS WH A T WO UL D YO U B E P A S S IO N A T E A B O U T D O IN G IF YO U D ID N ’ T F E A R F A IL U R E A N D D ID N ’ T
  • 5 . B U IL DR E L A T IO N S H IPSIT ’ S N O T A B O U T N E T W O R K IN G O RM A R K E T IN G . IT ’ S A B O U TC O N N E C TE D N E S S .IF YO U ’ R E IN T E R E S T E D , YO UD O N ’ T H A VE TO TR Y TO B EIN T E R E S T IN G .“ IF T H E P E R S O N YO U ’ R E T A L K IN GT O IS N ’ T L IS T E N IN G , B E P A T IE N T .M A YB E H E H A S A S M A L L P IE C E O FF L U F F IN H IS E A R . ”
  • 6 . B U IL DT H E R IG H TTE A M H IR E S L O W L Y. F IR E Q U IC K L Y. H IR E B A S E D O N VA L U E S .
  • TH A T’ SG REAT B UTIT ’ L L N E V E RWO R K F O RMEOR MYC O M P A N Y… H OL D T H A T T H OU GH T .
  • WH A T D O E S TH ES C IE N C E O FH A P P IN E S SH A VE TO TE L L U S ? S O S O M E DF RAA M ERW OW O R K S M E AT AN D F AM E R K S L E A R N E D A L O N G T H E W A Y… L E AR N E D AL O N G T H E W AY…
  • T O P 5 I W IS H ’ E S INL IF E …N O T # 1…T H E WO R K E D S O HARD C OURAG E …T H E T O L IV E I W IS H C O U R A G E TO E XP R E S S M Y TR U E I HAD… F E E L IN G S . TO …L E T M Y S E L F B E M YS E L F H A P P IE R …S T A Y E D I N , N O T TH E T O U C H W IT H F R IE N D S L IF E O F WH A T O TH E R S E XP E C TE S O M E F R A M E WO R K S D LE A R N E D A L O N G T H E W A Y… - B R O N N I E W AR E T OP 5 R E GR E T S OF D Y I N G
  • TH E E L E M E N TS O FH A P P IN E S S NORM D A Y TO D A Y 40% D E C IS IO N S >> C O N TR O L A C T IO N S 10 % N U R TU R E E N V IR O N M E NT C IR C U M S T A NC ES 50% N A TU RE G E N E TI C S AD AP T E D F R O M S O N JA L YU B O R M I R S K Y’S T H E H OW OF H A P P I N E SS
  • TH E E L E M E N TS O FH A P P IN E S S NORM D A Y TO D A Y 40% D E C IS IO N S >> A C T IO N S C O N TR O L 10 % 10 0 % C O N TR O L 10 0 % C H O I C E >> 50% S U S T A IN A B L E H A P P IN E S S
  • H A P P IN E S S F R A M E W O R K 2M A S L O W ’ S H IE R A R C H Y
  • IF R E S E A R C H S H O W SV IS IO NM E A N IN GH IG H E R P U R P O S EL E A D S T O H A P P IN E S S … H O W D O E S TH A T A P P L Y TO YO U A N D YO U R
  • H O W D O WETU R NS UPERB ADIN T OS UPERG OOD?
  • LAB ORDAY2009 F IR S T … TH E R E WA S A BOOK
  • 400,000+ C O P I E S S O L D 1 8+ L AN G U AG E S /C O U N T R I E S 201 0 B E S T O F L I S T S N P R M AR K E T P L AC E I N C . M AG AZ I N E N E W YO R K P O S T R E AD W R I T E W E B AM AZ O N C U S T O M E R F AVO R I T E #1 B E S T S E L L E R L I S T S N YT I M E SW H O A. WS J AM AZ O N B AR N E S & N O B L E BORD ERS
  • I C AN BE AC MP!
  • TH E N , TH E B U S TO U R …
  • BEFORE AF T E R
  • “D E L I VE R I N GH AP P I N E S S I S A M O VE M E N T T H AT H AP P E N S T O H AVE A BOOK ” -SETH
  • F I R S T … T H E R E W ASAB O O KT H E N T H E R E W AS AB U S TO U R
  • WE H E A R D F R O M A R O U N D TH E WO R L DN O M AT T E R W H AT U N IF IE D•B AC K G R O U N D B Y TH E•C U L T U R E S AME•I D E AS V IS IO N•JO B H A P P IN E
  • N O W …T H EM O VE M E N T S C IE N T IF IC S ENS E B U S IN E S S S E N S E HUMAN S ENS ET O S P R E A D A N D IN S P IR EH A P P IN E S S IN T H EWO R L D
  • In s p ir a t io nP u r s u e p a s s io n a n d p u r p o s e .C o m m u n it yC o n n e c t p e o p le .E d u c a t io nE mp o w e r e a c h o the r.E x p e r ie n c e sC r e a t e m e a n in g f u l m o m e n t sto g e the r. S o …h o w d o y o u f u e l a mo ve me nt?
  • e r c h w it h a M is s io n
  • AND DH
  • H A P P IN E S S N U D G E D T O D A Y… H A P P I N E S S D E L I V E R E D I N 10 5 C o m m u n it y C O U N T R IE S P a rtne rs ( 5 3 % o f TH E WO R L D ’ S
  • D E L IV E R IN G H A P P IN E S S E O Y 2 0 12 2 /3 O F T H E W O R L D N U D G E DA W O R L D O F S U S T A IN A B L E H A P P IN E S A T W O R K , C O M M U N IT Y A N D E V E R YD A Y L IF E
  • TH A T’ S G R E A TB U T IT ’ L L N E V E RWO R K F O R M E …
  • H A P P IN E S S@ ORK W S A L E S 3 7 % P R O D U C T I V I T Y 3 1% A C C U R A C Y 19 % ______________________________________ T U R N O V E R  E N G A G E M E N T C R E A T I V I T Y P R O F I T S S T U D IE S F R O M T H E H A R V A R D B U S IN E S S R E V IE W , J A N - F E B 2 0 12 I S S U E
  • N O T S A YIN G B E L IK EZ A P P O S O R D E L IV E R IN G WH A TH A P P IN E S S M A T T E R S ISN O T TH E A C TU A L C O R E A L IG N M E N TVA L U E S TH A T M A TTE R AND C O M M IT M E N T
  • W IT H … G E N E R A T IO N A L A D V A N C E S TE C H N O L O G Y O U R 4 0 % C O N TR O L P S YC H O L O G IS T S A C A D E M IA S C IE N T IS T S E C O N O M IS T S G O VE R N M E N TS U N IT E D N A T IO N S IN T H E W O R K P L A C E C O M M U N IT Y E V E R YD A Y L IF E C H A N G E TH E W O R L D W IT H H A P P IN E S S{ N O T A P IP E D R E A M A N YM O R E }
  • F O R A C U L TU R E B O O K O R C O P Y O F T H E P R E S E N T A T IO NJ E N N @ E L IV E R IN G H A P P IN E S S . C D OM J O IN T H E M O V E M E N T D E L IV E R IN G H A P P IN E S S . C O M F A C E B O O K . C O M /D E L I V E R I N G H A P P I N E S S T W IT T E R | @ H M O V E M E N T | @ H M O V E M E N T C E O D D T o a p p l y f o r V H P s t a t u s : B I T . L Y /V H P i n v i t e
  • TO G E TH ER , L E T’ S
  • Q&A
  • ‘ WH A TN E XT’TH O U G H TS FORS AB RE
  • S TA TE O F TH E IN D U S T R Y IN T E R N E T V IR T U A L S T A F F IN G EC ONOMY D O W N S IZ IN G N E W TE C H C O M P E T IT IO N S U R V IV A LW H E R E T O B E G IN ?
  • H O W H A P P Y@ O R K W A R E YO U T O D A Y? F R E E TO O L S O N O U R W E B S IT E : H A P P IN E S S @ O R K W AS S ES S MENT ( T A K E IT A N D S H A R E W IT H 4 C O - WO R K E R S ) R O I C A L C U L A TO R
  • D E F I N E /R E F I N E C O R E VA L U E S
  • H A P P IN E S S F R A M E WO R K{ } W H A T ’ S YO U R 4 0 %
  • H A P P IN E S S F R A M E WO R K{ }W H A T ’ S YO U R G R O W T H
  • H A P P IN E S S F R A M E WO R K{ } W H A T ’ S YO U R P E C
  • H A P P IN E S S F R A M E WO R K { }W H A T ’ S YO U R H IG H E R PURPOS E
  • T H A N K YO U ! F O R A C U L TU R E B O O K O R C O P Y O F T H E P R E S E N T A T IO N J E N N @ E L IV E R IN G H A P P IN E S S . C O M D J O IN T H E M O V E M E N T D E L IV E R IN G H A P P IN E S S . C O M F A C E B O O K . C O M /D E L I V E R I N G H A P P I N E S S T W IT T E R | @ H M O V E M E N T | @ H M O V E M E N T C E O D D T o a p p l y f o r V H P s t a t u s : B I T . L Y /V H P i n v i t e