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Viacom_Jenn Lim_New York

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Jenn Lim Keynote for Viacom, New York, NY - October 25, 2016

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Viacom_Jenn Lim_New York

  1. 1. VIACOM MEDIA NETWORKS NYC, NY 25 OCT 2016 JENN LIM CO-FOUNDER | CEO | CHIEF HAPPINESS OFFICER
  2. 2. QUICK POLLS ZAPPOS | DH PERSONAL HAPPINESS % OF PEOPLE UNHAPPY AT WORK IN THE WORLD
  3. 3. HAPPINESS IS THE PURPOSE OF OUR EXISTENCE HAPPINESS IS DEPENDENT ON OURSELVES ARISTOTLE 200 BC
  4. 4. WHAT IS YOUR GOAL IN LIFE?
  5. 5. * 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015 ROI OF HAPPINESS BEST CO’S NEARLY 3X HIGHER RETURNS
  6. 6. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
  7. 7. TIME TO REFRAME THE WAY WE WORK
  8. 8. TIME TO REFRAME THE WAY WE WORK HOW?
  9. 9. OUR SIMPLE FORMULA
  10. 10. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
  11. 11. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
  12. 12. CULTURE #1 PRIORITY?
  13. 13. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • PAY TO QUIT • ZAPPOS CULTURE BOOK
  14. 14. CULTURE AND CUSTOMER SERVICE SEVERAL BILLION $ COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
  15. 15. CULTURE OF HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. RELATIONSHIPS 5. THE RIGHT TEAM 6. PURPOSE HOW?
  16. 16. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
  17. 17. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  18. 18. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
  19. 19. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
  20. 20. FIRST… THERE WAS A BOOK
  21. 21. WORK different too.
  22. 22. REFRAME THE WAY WE WORK WHY?
  23. 23. “THE BLEED” IN LOSS AND UNREALIZED PROFITS ROI OF A HAPPY CULTURE
  24. 24. ROI OF HAPPY CULTURE ELTV EMPLOYEE LIFETIME VALUE RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY RECRUITIN G PRODUCTIVITY ENGAGEMENT RETENTION
  25. 25. IDENTIFY THE TRIAGE ROI FOR YOUR ORG RESEARCH FROM GREENHOUSE TRIAGE SITUATIONS TRIAGE SOLUTIONS LOW RETENTION | HIGH ATTRITION COSTING 150-300% OF SALARY 10 PPL X 80K = $1.2M ADDL COSTS LOW ENGAGEMENT LOW PRODUCTIVITY | PERFORMANCE | OUTPUT WHERES THE TALENT? HIGHER PEOPLE COSTS HAVE TO HIRE 2.5 VS 1 ENGINEER (x2.5 EXPENSES) CREATE A SUSTAINABLE CULTURE INCREASE TENURE BY 3-5 YEARS IMPROVE LEADERSHIP TRAINING (50% LEAVE BC OF MANAGER; 33% BC OF CULTURE) ALIGN COMPANY PURPOSE/VALUES WITH EVERYONE HAPPIER EMPLOYEES = HAPPIER CUSTOMERS = HAPPIER ECOSYSTEM BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT (E.G. >20% SALES, >22% PROFITABILITY)
  26. 26. ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
  27. 27. REFRAME THE WAY WE WORK HOW?
  28. 28. THE HOW OF SUSTAINABLE CULTURE
  29. 29. Straight Talk, Personal Accountability, Raise the bar THE WHAT OF SUSTAINABLE CULTURE
  30. 30. THE WHO OF SUSTAINABLE CULTURE
  31. 31. THE WAYS +HOW+ WILL HAPPEN
  32. 32. “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.
  33. 33. HAPPINESS…DELIVERED.
  34. 34. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE SUSTAINABLE CULTURE + STRATEGY IMAGINE… VIACOM’S NEXT CHAPTER
  35. 35. …THEN DO.
  36. 36. JENN@DELIVERINGHAPPINESS.COM QUESTIONS? (ANYTIME!)

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