1. CLEVELANDCLINIC
5th AnnualPatient Experience:
Empathy and InnovationSummit
19 MAY2014
JENNLIM
CEO & CHIEF HAPPINESSOFFICER

4. TAKE A MOMENT TO THINK…
WHAT ARE YOUR
GOALS IN LIFE

5. WHAT IS YOUR GOALIN LIFE?

6. • “WHEN IGET _____, I’LL BEHAPPY”
• “WHEN IACHIEVE_____, I’LL BE HAPPY”
• LOTTERYWINNERS
• TERMINALLYINJUREDOR DISABLED
OUR BRAINSARE HARDWIRED
TO SEEKHAPPINESS.
YET WE’RE SUPERBAD AT
PREDICTING
WHAT CAN SUSTAINIT.

7. REFLECTION
HOW DID
I GET HERE
WHYAM I SO PASSIONATE ABOUT HAPPINESS?

8. MT.KILI
GREEN FIELD
Exploredand
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCKBOTTOM REAL
LOSS
TIME
HAPPINESS
+|
OH
@#$%

9. CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESSAS
A BUSINESSMODEL?

10. “PEOPLE WILL FORGET WHAT YOUSAID, PEOPLE WILL
FORGET WHAT YOU DID, BUT PEOPLE WILL NEVERFORGET
HOWYOUMADE THEM
FEEL.”
— MAYAANGELOU

11. “A WOMAN’S DREAM CLOSET…”
ZAPPOS
KENTUCKYWAREHOUSE

12. EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION

13. CULTURE
#1 PRIORITY?

14. RESEARCH SHOWS
WHAT MAKES
LONG-TERMSUSTAINABLEBRANDS
CULTURE AND
HIGHER PURPOSE

15. HOWIS CULTURE
#1PRIORITY?
• HIRINGFORCULTURE
• 5 WEEKSOF TRAINING
• $4000 OFFERTO QUIT
• ZAPPOS CULTURE BOOK

16. THE CULTURE BOOKTHE CULTURE BOOK

17. THE CULTUREBOOK
WHAT IS IT?
COMPLETELYUNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOTOF CULTURE EVERYYEAR –WHAT’S
GOOD,WHAT DO WE NEEDTO 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 JENN@DELIVERINGHAPPINESS.COM

19. CORE VALUES AT
ZAPPOS
1. DeliverWOWThrough Service
2. Embrace and DriveChange
3. CreateFunand a LittleWeirdness
4. Be Adventurous, Creative,and Open-Minded
5. Pursue GrowthandLearning
6. BuildOpenandHonest Relationships WithCommunication
7. Build a PositiveTeam and FamilySpirit
8. Do MorewithLess
9. Be Passionate and Determined
10. BeHumble

20. CULTUREAND 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**
*GROSSMERCHANDISESALES
**SHAREVALUEAT THE TIMEOFCLOSING

21. BEST WORKPLACES
VS. S&P 500
GREAT PLACETOWORK/
FORTUNEMAGAZINE, 2010

22. 87% EMPLOYEES
IN THE WORLD
DISENGAGED
$500B LOST IN
PRODUCTIVITY
(U.S. ALONE)
-
GALLUP 2012

23. AN EXPERIMENTIN
HAPPINESSAS 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?

24. 1. COMMITMENT
DO YOU WANT TO BUILDA LONG-TERM,
SUSTAINABLE BRAND?
ARE YOU WILLINGTO COMMITFINANCES,
RESOURCES,AND TIME TO IT?
HOW LONG WILLIT BE A PRIORITY?

25. 2. DEFINE YOUR CORE
VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEYALIGN?

26. 3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO
FEAR.
(WHILE SAVING TIME, EFFORT AND
ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS

27. FOR
EMPLOYEES
WHAT’S THE LARGER VISION AND
GREATER PURPOSE IN THEIR
WORK BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEURS
WHATWOULD YOU BE
PASSIONATEABOUT DOING IF
YOU DIDN’T FEARFAILURE AND
DIDN’T MAKE ANYMONEYFOR 10
YEARS?
4. VISION

28. 5. BUILD MEANINGFUL
RELATIONSHIPS
IT’SNOT ABOUT NETWORKING.
IT’SABOUT
CONNECTEDNESS.
IF YOU’REINTERESTED,YOU DON’THAVE
TO TRYTO BE INTERESTING.
“IF THE PERSON YOU’RE
TALKING TO ISN’T
LISTENING, BE PATIENT.
MAYBE HE HAS A SMALL
PIECE OF FLUFF IN HIS EAR.”
-

29. 6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIREQUICKLY.
HIRE/FIRE BASED ON
VALUES.

30. SOME FRAMEWORKS
LEARNED ALONGTHE WAY…
WHAT DOESTHE
SCIENCE OF HAPPINESS
HAVE TO TELLUS?
SOME DATA ANDFRAMEWORKS
LEARNEDALONG THE WAY…

31. SOME FRAMEWORKS
LEARNED ALONGTHE WAY…
TOP 5I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…THECOURAGE TO EXPRESS
MY FEELINGS.
…LETMYSELF BEHAPPIER
…NOT WORKED
SO HARD
…STAYEDINTOUCHWITH
FRIENDS
…THE COURAGE
TO LIVE TRUETO
MYSELF, NOT THE LIFE
OF WHAT OTHERS
EXPECTED
I WISH
I HAD…
#1

32. HAPPINESSFRAMEWORK1
LEVERSOF HAPPINESS

33. MIHÁLY
CSÍKSZENTMIHÁLYI

35. IFRESEARCHSHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TOHAPPINESS…
HOW DOES THAT APPLY TO YOU
AND YOUR COMPANY?

36. FIRST…
THERE WASA BOOK

37. 550,000+COPIESSOLD
20LANGUAGES/COUNTRIES
2010BEST OFLISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.

38. I CAN BE
A CMP!

40. THEN,
THE BUS TOUR…

48. THEN THERE WAS ABUS TOUR
FIRST…THERE WAS A BOOK

49. WE HEARD FROM AROUNDTHE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB
HAPPINESS

50. NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

51. HOW?

53. HAPPIER COMMUNITIES

54. HAPPIER COMMUNITIES

55. HAPPIER COMPANIES
HAPPINESSATWORKSURVEY.COM

56. TIPPING POINT OF HAPPINESS
BETTER RETENTION
SICK LEAVE 66%
BURNOUT125%
TURNOVER51%
MORE ENGAGEMENT
SALES37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS22-33%



57. HAPPIER
EMPLOYEES
HAPPIER
CUSTOMERS= =
SUCCESSFUL
COMPANIES
&
MEANINGFUL
LIVES
51%
TURNOVER
22%
PROFITABILITY
 7.5YEARS
HEALTHIER
&
LONGER LIFE
HARVARDBUSINESSREVIEW JAN-FEB2012
PURSUINGHAPPINESS,LYUBOMIRSKY ET AL
GALLUP 2013

58. 39% MONTHLYSALES
92% UNPLANNED ABSENCE

HAPPINESS…DELIVERED.

59. HOW? ONE PCC AT A TIME.
3100
Cities
110
Countries
(AND COUNTING!)

60. HOW CAN WE HELP?
FOR:
QUESTIONS
CULTUREBOOK
COPYOF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THEMOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT| @DHMOVEMENTCEO

61. BE TRUE TO OUR WEIRD SELVES
IMAGINE…

62. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND
PURPOSE
IMAGINE…

63. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND
PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…

64. THANK YOU!
THEN DO.