Training conference orlando 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?
  • Training conference orlando jenn lim delivering happiness

    1. 1. TRAINING 2013 CONFERENCE & EXPO FEBRUARY 19, 2013 ORLANDO, FLORIDA JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 2. TAKE A MOMENT TOTHINK… WHAT ARE YOUR GOALS IN LIFE ?
    3. 3. WHAT IS YOUR GOAL INLIFE?
    4. 4. OUR BRAINS AREHARDWIRED TOSEEK HAPPINESS.YET WE’RESUPERBAD ATPREDICTINGWHAT CANSUSTAIN IT. • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED
    5. 5. REFLECTIONWHY AM I SOPASSIONATE ABOUTHAPPINESS? HOW DID ? I GET HERE
    6. 6. GO INTERNET LAYOFFBEARS! CONSULTANT LOSER MT. KILI LOSS ROCK ZAPPOS GREEN FIELD BOTTOM CONSULTANT Explored and Prioritized REAL LOSS
    7. 7. CAN COMPANIES REALLY BESUCCESFUL WITHHAPPINESS AS A BUSINESS MODEL?
    8. 8. “PEOPLE WILL FORGET WHATYOU SAID, PEOPLE WILL FORGETWHAT YOU DID, BUT PEOPLEWILL NEVER FORGET HOW YOUFEEL.”MADE THEM — MAYA ANGELOU
    9. 9. “A WOMAN’S DREAM CLOSET…”ZAPPOSKENTUCKY WAREHOUSE
    10. 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTUREPERSONALEMOTIONALCONNECTION
    11. 11. #1 PRIORITY? CULTUR
    12. 12. HOW IS CULTURE#1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
    13. 13. THETHECULTURECULTUREBOOKBOOK
    14. 14. THE CULTUREBOOKWHAT IS IT?WOULD YOU DO IT? COMPLETELY UNEDITED ANNUAL SNAPSHOT OF CULTURE STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
    15. 15. CULTURE AND CUSTOMER SERVICE BUILT A $2B COMPANY SINCE 1999 $1,000 800 Gross Sales $MM 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
    16. 16. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    17. 17. AN EXPERIMENT INHAPPINESS AS ABUSINESS MODEL LESSONS LEARNED: 1.COMMITMENT ? 2.CORE VALUES HOW 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
    18. 18. THAT’S GREATBUT IT’LLNEVER WORKFOR MEOR MYCOMPANY… HOLD THAT THOUGHT.
    19. 19. WHAT DOES THESCIENCE OF HAPPINESSHAVE TO TELL US? SOME FRAMEWORKS SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
    20. 20. TOP 5 I WISH’ES IN LIFE …NOT # 1 …THE WORKED SO HARD COURAGE …THE COURAGE TO LIVE I WISH TO EXPRESS MY FEELINGS. TRUE TO I HAD… MYSELF, …LET MYSELF BE NOT THE HAPPIER …STAYED IN LIFE OF TOUCH WITH WHAT FRIENDS OTHERS EXPECTED SOME FRAMEWORKS - BRONNIE WARE LEARNED ALONG THE WAY… TOP 5 REGRETS OF DYING
    21. 21. THE ELEMENTS OFHAPPINESS NORM DAY TO DAY 40% DECISIONS >> ACTIONS CONTROL NURTURE 10% ENVIRONMENT 90% SUSTAINABLE HAPPINESS 50% NATURE GENETICS
    22. 22. IF RESEARCH SHOWSVISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
    23. 23. LABORDAY 2009 FIRST… THERE WAS A BOOK
    24. 24. 450,000+ COPIES SOLD 20+ LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS NYTIMESWHOA. WSJ AMAZON BARNES & NOBLE BORDERS
    25. 25. I CANBE ACMP!
    26. 26. THEN, THE BUS TOUR…
    27. 27. WE HEARD FROM AROUND THE WORLDNO MATTER WHAT UNIFIED•BACKGROUND BY THE•CULTURE SAME•IDEAS VISION•JOB HAPPINESS
    28. 28. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSETO SPREAD AND INSPIREHAPPINESS IN THE WORLD
    29. 29. HOW? The 3 C’s. 500,000+ people 110 countries growing every day :]
    30. 30. THAT’S GREAT BUTIT’LL NEVER WORKFOR ME…
    31. 31. DELIVERINGHAPPINESS @work SALES 37% PRODUCTIVITY31% ACCURACY 19% ______________________________________ TURNOVER ENGAGEMENT CREATIVITY PROFITS STUDIES FROM THE HARVARD BUSINESS REVIEW, JAN-FEB 2012 ISSUE
    32. 32. WITH… GENERATIONAL ADVANCES TECHNOLOGY OUR 90% CONTROL PSYCHOLOGISTS ACADEMIA SCIENTISTS ECONOMISTS GOVERNMENTS UNITED NATIONS IN THE WORKPLACE COMMUNITY EVERYDAY LIFE LIKE THE 4 MINUTE MILE CHANGE THE WORLD IN WAYS WE NEVERTHOUGHT POSSIBLEHAPPINESS
    33. 33. FOR A CULTURE BOOK OR COPY OF THE PRESENTATIONJENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
    34. 34. THINK ABOUT1.ARE YOU TRUE TO YOURSELF (AND NOTLIVING WHAT OTHERS EXPECT OF YOU)?2.DO YOU/YOUR COMPANY TRULY LIVEBY YOUR CORE VALUES?3.WAYS TO ELEVATE PASSION ANDPURPOSE @WORK OR IN LIFE
    35. 35. THEN DO. THANK YOU!

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