PSCU MEMBER FORUM Delivering Happiness Nashville TN April 2016
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PSCU MEMBER FORUM NASHVILLE TN APRIL 2016
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PSCU MEMBER FORUM Delivering Happiness Nashville TN April 2016
- 1. PSCU MEMBER FORUM 2016 JENN LIM CEO | CO-FOUNDER | CHO NASHVILLE APRIL 2016
- 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
- 4. WHAT IS YOUR GOAL IN LIFE?
- 5. • “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.
- 6. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
- 7. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
- 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
- 9. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
- 10. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
- 11. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
- 14. THE CULTURE BOOK THE CULTURE BOOK
- 15. THE CULTURE BOOK WHAT IS IT? COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR NOW THEIR BRAND BOOK TOO COPIES OUTSIDE AT REGISTRATION TO CHECK OUT FOR YOUR OWN COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
- 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. CULTURE AND CUSTOMER SERVICE $2B* COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
- 19. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
- 20. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
- 21. 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?
- 22. 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?
- 23. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
- 24. 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
- 25. FOR EMPLOYEES WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? FOR ENTREPRENEURS WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS? 4. VISION
- 26. 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. “IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.” –
- 27. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
- 28. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 29. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 30. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
- 31. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
- 32. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
- 34. 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.
- 36. THEN THE BUS TOUR…
- 40. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
- 41. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB FROM A TIPPING POINT…
- 42. SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE …TO REDFINING THE WAY THE WORLD WORKS
- 51. HAPPIER COMPANIES ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
- 52. TIPPING POINT OF HAPPINESS HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS22-33%
- 53. 51% TURNOVER 22%PROFITABILITY 7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
- 55. 39% MONTHLY SALES 92% UNPLANNED ABSENCE HAPPINESS… DELIVERED. – TOP 20 FASTEST GROWING E-COMMERCE COMPANY
- 56. “With TOMS doubling in size within a year, we were trying to manage what it takes to grow culture between the “original” team and the “new” team. After Blake and team met with Tony, Jenn and Delivering Happiness we were inspired to focus on culture. As a result we’ve launched our own core values and we’re now all moving in the same direction!” — Amy Thompson, Chief People Officer, TOMS HAPPINESS… DELIVERED.
- 57. WHAT MAKES HAPPY WORK?
- 59. HOW? ONE PCC AT A TIME
- 60. HAPPINESS AT WORK SURVEY CULTURE ASSSESSMENT TOOL PRESENTATION CULTURE BOOK TALK TO OUR TEAM WHAT NEXT? REDEFINE THE WAY WE WORK…BECOME A CULTURE CHAMP!
- 61. LET US KNOW HOW WE CAN HELP ;) JENN@DELIVERINGHAPPINESS.COM
- 62. BE TRUE TO OUR WEIRD SELVES IMAGINE…
- 63. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
- 64. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
- 65. …THEN DO. CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE… WITH HAPPINESS! THANK YOU!
Editor's Notes
- 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?
- 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?
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.
- 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