0
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 DISA...
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
BOTTO...
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.”
...
“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
Et...
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
GOO...
CORE
VALUES AT
ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. B...
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
...
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.RELAT...
1.
COMMITMENT
DO YOU WANT TO BUILD A
LONG-TERM, SUSTAINABLE
BRAND?
ARE YOU WILLING TO
COMMIT FINANCES,
RESOURCES, AND TIME...
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 ...
5. BUILD
MEANINGFUL
RELATIONSHIPS
IT’S NOT ABOUT NETWORKING.
IT’S ABOUT CONNECTEDNESS.
IF YOU’RE INTERESTED, YOU DON’T
HAV...
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
LEARNE...
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…THE COURAGE
TO EXPRE...
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...
FIRST…
THERE WAS A
BOOK
550,000+ COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AM...
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%
PRODUCTIVI...
HAPPIER
EMPLOYEES
HAPPIER
CUSTOMERS= =
SUCCESSFUL
COMPANIES
&
MEANINGFUL
LIVES
51%

TURNOVER
22%PROFITABILITY
 7.5YEARS
...
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 SOMETHI...
BUILD TEAM HAPPINESS
PERCEIVED PROGRESS
DEFINE AND CELEBRATE MILESTONES
PERCEIVED CONTROL
WHAT I DO MATTERS
CONNECT TO THE...
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
DELI...
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
Wells fargo jenn lim delivering happiness_60_2
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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?
  • It all starts with Vision and Values
  • SAY:
    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.
    Our values should anchor every product and service we provide and every channel we operate.
    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.
    We believe in values lived, not phrases memorized.
    If we had to choose, we’d rather have a team member who lives by our values than one who just memorizes them.
    As you read our Vision and Values booklet as pre work did it describe you?
    Did it make you reflect on what you do when you encounter actions or behaviors that are not aligned with our values?
    We all know IT ALL STARTS WITH VISION AND VALUES…but lets pause for a second...
    You are probably thinking THIS is not as easy especially when trust levels for our industry continue to ebb and flow.
  • Does anyone know this guy?
    72% unhappy. Either disengaged, working below potential, or actively sabatoging
    1 in 7. Is it you? Is it person next to you? Your boss?
  • Formula was emerging … became secret sauce…
    Tony was seeing, IT’S ALL ABOUT HAPPINESS!
    not only in life, also in business
    So he set out to incorporate as much happiness in new culture at zappos as he could
    The idea of happiness as a business model was born
  • Transcript of "Wells fargo jenn lim delivering happiness_60_2"

    1. 1. WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 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. • “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.
    5. 5. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 6. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM TIM E HAPPINESS +| OH @#$%
    7. 7. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
    8. 8. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
    9. 9. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
    10. 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    11. 11. CULTUR #1 PRIORITY?
    12. 12. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    13. 13. 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
    14. 14. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
    15. 15. THE CULTURE BOOK THE CULTURE BOOK
    16. 16. 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
    17. 17. 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
    18. 18. 20 WELLS FARGO VALUES PEOPLE ETHICS “WHAT’S RIGHT FOR CUSTOMERS” DIVERSITY & INCLUSION LEADERSHIP
    19. 19. 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
    20. 20. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    21. 21. 87% EMPLOYEES IN THE WORLD DISENGAGED $500B LOST IN PRODUCTIVITY (U.S. ALONE) - GALLUP 2012
    22. 22. 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 ?
    23. 23. 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?
    24. 24. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
    25. 25. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
    26. 26. 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
    27. 27. 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.
    28. 28. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
    29. 29. SOME FRAMEWORKS LEARNED ALONG THE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
    30. 30. 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
    31. 31. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
    32. 32. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU, YOUR TEAM AND WELLS FARGO?
    33. 33. AS A LEADER, START WITH…
    34. 34. 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.
    35. 35. FIRST… THERE WAS A BOOK
    36. 36. 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.
    37. 37. I CAN BE A CMP!
    38. 38. THEN, THE BUS TOUR…
    39. 39. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    40. 40. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
    41. 41. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    42. 42. HOW?
    43. 43. HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM
    44. 44. TIPPING POINT OF HAPPINESS BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 22-33%  
    45. 45. 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
    46. 46. 39% MONTHLY SALES 92% UNPLANNED ABSENCE   HAPPINESS…DELIVERED.
    47. 47. 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
    48. 48. 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
    49. 49. CHANGE YOUR WORLD, CHANGE THE WORLD HIGHER PURPOSE WHAT ARE YOU/YOUR TEAM DOING BIGGER THAN BOTH NEXT STEPS…IMAGINE
    50. 50. THANK YOU! THEN DO.
    51. 51. HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.CO M JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM
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