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  • WHAT DO CUSTOMERS EXPECT? <br /> WHAT DO CUSTOMERS ACTUALLY EXPERIENCE? <br /> WHAT EMOTIONS DO CUSTOMERS FEEL? <br /> WHAT STORIES DO THEY TELL THEIR FRIENDS? <br /> HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES? <br />
  • It all starts with Vision and Values <br />
  • SAY: <br /> Our values should guide every conversation we have, every decision we make, and every interaction we have among our team members and with our customers. <br /> Our values should anchor every product and service we provide and every channel we operate. <br /> If we can’t link what we do to one of our values, we should ask ourselves why we’re doing it. It’s that simple. <br /> We believe in values lived, not phrases memorized. <br /> If we had to choose, we’d rather have a team member who lives by our values than one who just memorizes them. <br /> As you read our Vision and Values booklet as pre work did it describe you? <br /> Did it make you reflect on what you do when you encounter actions or behaviors that are not aligned with our values? <br /> We all know IT ALL STARTS WITH VISION AND VALUES…but lets pause for a second... <br /> You are probably thinking THIS is not as easy especially when trust levels for our industry continue to ebb and flow. <br />
  • Does anyone know this guy? <br /> 72% unhappy. Either disengaged, working below potential, or actively sabatoging <br /> 1 in 7. Is it you? Is it person next to you? Your boss? <br />
  • Formula was emerging … became secret sauce… <br /> Tony was seeing, IT’S ALL ABOUT HAPPINESS! <br /> not only in life, also in business <br /> So he set out to incorporate as much happiness in new culture at zappos as he could <br /> The idea of happiness as a business model was born <br />

Wells fargo jenn lim delivering happiness_60_2 Wells fargo jenn lim delivering happiness_60_2 Presentation Transcript

  • WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
  • WHAT IS YOUR GOAL IN LIFE?
  • • “WHEN I GET _____, I’LL BE HAPPY” • “WHEN I ACHIEVE _____, I’LL BE HAPPY” • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
  • REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM TIM E HAPPINESS +| OH @#$%
  • CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
  • “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
  • “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
  • CULTUR #1 PRIORITY?
  • RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • WF VISION: We want to satisfy all our customers’ financial needs and help them succeed financially. WF VALUES: People Ethics “What’s right for customers” Diversity & Inclusion Leadership
  • HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
  • THE CULTURE BOOK THE CULTURE BOOK
  • 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
  • CORE VALUES AT ZAPPOS 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 6. 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
  • 20 WELLS FARGO VALUES PEOPLE ETHICS “WHAT’S RIGHT FOR CUSTOMERS” DIVERSITY & INCLUSION LEADERSHIP
  • CULTURE AND CUSTOMER SERVICE $2B* COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$MM $1,000 800 600 400 200 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
  • BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
  • 87% EMPLOYEES IN THE WORLD DISENGAGED $500B LOST IN PRODUCTIVITY (U.S. ALONE) - GALLUP 2012
  • AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1.COMMITMENT 2.CORE VALUES 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW ?
  • 1. COMMITMENT DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW LONG WILL IT BE A PRIORITY?
  • 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
  • EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
  • FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEUR S WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS? 4. VISION
  • 5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS. IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
  • 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
  • SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
  • SOME FRAMEWORKS LEARNED ALONG THE WAY… TOP 5 I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE HAPPIER …NOT WORKED SO HARD …STAYED IN TOUCH WITH FRIENDS …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… # 1
  • HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  • IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU, YOUR TEAM AND WELLS FARGO?
  • AS A LEADER, START WITH…
  • THEN GO TO… BUILD ENVIRONMENT + PROVIDE TOOLS = ENGAGEMENT/SUCCESS I know what I am supposed to do. I have the resources I need. I am set up for success. I receive regular recognition. I feel connected and cared about.
  • FIRST… THERE WAS A BOOK
  • 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 NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
  • I CAN BE A CMP!
  • THEN, THE BUS TOUR…
  • THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
  • WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
  • NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
  • HOW?
  • HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM
  • TIPPING POINT OF HAPPINESS BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 22-33%  
  • HAPPIER EMPLOYEES HAPPIER CUSTOMERS= = SUCCESSFUL COMPANIES & MEANINGFUL LIVES 51%  TURNOVER 22%PROFITABILITY  7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013
  • 39% MONTHLY SALES 92% UNPLANNED ABSENCE   HAPPINESS…DELIVERED.
  • BE TRUE TO YOUR UNIQUE SELF CONNECTEDNESS USE PEC (PERSONAL AND EMOTIONAL CONNECTIONS) VISION | MEANING BE PART OF SOMETHING BIGGER THAN YOURSELF ALIGN YOUR ACTIONS AND BEHAVIORS WITH YOUR VALUES (PERSONAL + COMPANY) NEXT STEPS…IMAGINE
  • BUILD TEAM HAPPINESS PERCEIVED PROGRESS DEFINE AND CELEBRATE MILESTONES PERCEIVED CONTROL WHAT I DO MATTERS CONNECT TO THE PURPOSE ENCOURAGE TEAM TO BRING THEIR UNIQUE AND BEST SELF TO WORK CONNECTEDNESS REINFORCE THE VALUES THAT YOU AND YOUR TEAM LIVE EVERY DAY THAT ALIGNS TO YOUR VISION/VALUES BUILD YOUR TEAM’S RELATIONSHIPS NEXT STEPS…IMAGINE
  • CHANGE YOUR WORLD, CHANGE THE WORLD HIGHER PURPOSE WHAT ARE YOU/YOUR TEAM DOING BIGGER THAN BOTH NEXT STEPS…IMAGINE
  • THANK YOU! THEN DO.
  • HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.CO M JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM