Nextpoint broadmoor jenn lim_delivering happiness

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  • {"10":"WHAT DO CUSTOMERS EXPECT?\nWHAT DO CUSTOMERS ACTUALLY EXPERIENCE?\nWHAT EMOTIONS DO CUSTOMERS FEEL?\nWHAT STORIES DO THEY TELL THEIR FRIENDS?\nHOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?\n"}
  • Nextpoint broadmoor jenn lim_delivering happiness

    1. 1. NEXTPOINT COLORADO SPRINGS, CO OCTOBER 20, 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! TIM E | + INTERNET CONSULTANT GREEN FIELD Explored and Prioritized OH @#$% LAYOFF LOSER LOSS ROCK BOTTOM
    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? CULTUR
    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 THE CULTURE 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
    15. 15. CORE VALUES AT ZAPPOS 6. 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
    16. 16. CULTURE AND CUSTOMER SERVICE $2B COMPANY 1999 – TODAY $1,000 Gross Sales $MM 800 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 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 SOME FRAMEWORKS LEARNED ALONG THE WAY… 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 SOME FRAMEWORKS LEARNED ALONG THE WAY… - BRONNIE WARE TOP 5 REGRETS OF DYING
    21. 21. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    22. 22. FIRST… THERE WAS A BOOK
    23. 23. 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
    24. 24. I CAN BE A CMP!
    25. 25. THEN, THE BUS TOUR…
    26. 26. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
    27. 27. WE HEARD FROM AROUND THE WORLD NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS UNIFIED BY THE SAME VISION
    28. 28. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
    29. 29. HOW? The 3 C’s. 3100 Cities 110 Countries (and counting!)
    30. 30. HAPPIER COMPANIES www.HappinessatWorkSurvey.com
    31. 31. 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
    32. 32. HAPPIER COMMUNITIES PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
    33. 33. HAPPIER CITIES REVITALIZING DOWNTOWN VEGAS
    34. 34. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    35. 35. 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
    36. 36. IMAGINE… •BE TRUE TO OUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
    37. 37. THEN DO. THANK YOU!

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