Helsinki jenn lim delivering happiness_30_16.9

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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?
  • Add gallup poll – 300B loss in productivity and 71% disengaged
  • Helsinki jenn lim delivering happiness_30_16.9

    1. 1. ADVERTISING DAY HELSINKI, FINLAND SEPTEMBER 4 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
    2. 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
    3. 3. WHAT ARE YOUR GOALS IN LIFE?
    4. 4. OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
    5. 5. HOW THE HECK DID I GET HERE? REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS?
    6. 6. MT. KILI GREEN FIELD Explored and PrioritizedINTERNET CONSULTANT LAYOFF LOSER LOSS GO BEAR S! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME 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…” ZAPPOSKENTUCKY WAREHOUSE
    10. 10. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
    11. 11. CULTURE #1 PRIORITY?
    12. 12. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
    13. 13. THE CULTURE BOOK THE CULTURE BOOK
    14. 14. 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 SHARE VALUE AT THE TIME OF CLOSING
    15. 15. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
    16. 16. 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 HOW CAN THEY BE APPLIED TO YOU? HOW ?
    17. 17. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
    18. 18. SOME FRAMEWORKS LEARNED ALONG THE WAY… TOP 5 I WISH’ES IN LIFE …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
    19. 19. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
    20. 20. FIRST… THERE WAS A BOOK
    21. 21. 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.
    22. 22. I CAN BE A CMP!
    23. 23. THEN, THE BUS TOUR…
    24. 24. THEN THERE WAS A BUS TOUR FIRST…THERE WAS A BOOK
    25. 25. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
    26. 26. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
    27. 27. HOW? The 3 C’s. 3100 Cities 110 Countries
    28. 28. HAPPIER COMPANIES
    29. 29. HARVARD BUSINESS REVIEW JAN-FEB 2012 ISSUE HAPPINESS in the WORKPLACE SALES 37% PRODUCTIVITY31% ACCURACY 19% CREATIVITY300% ______________________________________ TURNOVER ENGAGEMENT CREATIVITY PROFITS 
    30. 30. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
    31. 31. 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
    32. 32. •BE TRUE TO OUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
    33. 33. THANK YOU! THEN DO.

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