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NEXTPOINT
COLORADO SPRINGS, CO
OCTOBER 20, 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!
TIM
E

|

+

INTERNET
CONSULTANT

GREEN FIELD
Explored and
Prioritized

...
“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?

CULTUR
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
THE
CULTURE
CULTURE
BOOK
BOOK
THE CULTURE
BOOK
WHAT IS IT?

COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING

SNAPSHOT OF CULTURE
EVERY YEAR – WHAT’S
G...
CORE
VALUES AT
ZAPPOS
6.

1.

Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness...
CULTURE

AND

CUSTOMER SERVICE

$2B COMPANY
1999 – TODAY

$1,000

Gross Sales $MM

800

600

400

200

‘00

‘01

‘02

‘03
...
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.VISI...
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?

SOME DATA AND FRAMEWORKS
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
LEARN...
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
EXPE...
HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS
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
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB

HAPPINESS

UNIFIED
BY THE
SAME
VISION
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
HAPPINESS @WORK
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%



GREATER ENGAGEMENT
SALES 37%
PRODUCTIVITY3...
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

DE...
IMAGINE…
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINES...
THEN DO.

THANK YOU!
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
Nextpoint broadmoor jenn lim_delivering happiness
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"}
  • Transcript of "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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