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Childrens hospital association jenn lim delivering happiness
This document outlines strategies for delivering happiness presented by Jenn Lim, CEO of Children's Hospital Association. It discusses how focusing on culture and higher purpose can lead to long term sustainable success for companies. Specifically, it recommends committing to building a positive culture centered around core values, having a clear vision and purpose beyond profits, prioritizing meaningful relationships, carefully selecting team members aligned with the culture, and creating happier communities and companies. Case studies of how Zappos implemented these strategies to become a highly successful brand focused on happiness are provided.
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Childrens hospital association jenn lim delivering happiness
- 1. CHILDREN’S HOSPITAL ASSOCIATION STRATEGIESFOR DELIVERING HAPPINESS 9 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENTTO THINK… WHAT ARE YOUR GOALS IN LIFE?
- 4. WHAT IS YOURGOAL IN LIFE?
- 5. • “WHEN IGET _____, 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 ? WHYAM I SO PASSIONATE ABOUT HAPPINESS?
- 7. MT. KILI GREEN FIELD Exploredand Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM TIM E HAPPINESS +| OH @#$%
- 8. CAN COMPANIES REALLY BE SUCCESFULWITH HAPPINESS AS A BUSINESS MODEL?
- 9. “PEOPLE WILL FORGETWHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
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- 13. RESEARCH SHOWS WHAT MAKES LONG-TERMSUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 14. HOW IS CULTURE #1PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
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- 16. THE CULTURE BOOK WHAT ISIT? 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
- 18. 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
- 19. CULTURE AND CUSTOMERSERVICE $2B* COMPANY 1999 – TODAY ‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08 GrossSales$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. BEST WORKPLACES VS. S&P500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
- 21. 87% EMPLOYEES IN THE WORLD DISENGAGED $500BLOST IN PRODUCTIVITY (U.S. ALONE) - GALLUP 2012
- 22. AN EXPERIMENT IN 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 ?
- 23. 1. COMMITMENT DO YOU WANTTO 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. 2. DEFINE YOUR CORE VALUES IT’SHARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
- 25. EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.CO M “ASK ANYTHING” TOURS& MEDIA VISITS ZAPPOS INSIGHTS
- 26. FOR EMPLOYEES WHAT’S THE LARGER VISIONAND 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. 5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOTABOUT 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.” -
- 28. 6. BUILD THE RIGHTTEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
- 29. SOME FRAMEWORKS LEARNED ALONGTHE WAY… WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 30. SOME FRAMEWORKS LEARNED ALONGTHE 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. HAPPINESS FRAMEWORK 1 LEVERSOF HAPPINESS
- 34. IF RESEARCH SHOWS VISION MEANING HIGHERPURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
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- 36. 550,000+ COPIES SOLD 20LANGUAGES/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.
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- 47. THEN THERE WASA BUS TOUR FIRST…THERE WAS A BOOK
- 48. WE HEARD FROMAROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS
- 49. NOW…THE MOVEMENT TO SPREADAND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
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- 55. TIPPING POINT OF HAPPINESS BETTERRETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 22-33%
- 56. HAPPIER EMPLOYEES HAPPIER CUSTOMERS= = SUCCESSFUL COMPANIES & MEANINGFUL LIVES 51% TURNOVER 22%PROFITABILITY 7.5YEARS HEALTHIER & LONGERLIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013
- 57. 39% MONTHLY SALES 92%UNPLANNED ABSENCE HAPPINESS…DELIVERED.
- 58. HOW? ONE PCCAT A TIME. 3100 Cities 110 Countries (AND COUNTING!)
- 59. HOW CAN WEHELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.CO M JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM
- 60. BE TRUE TOOUR WEIRD SELVES IMAGINE…
- 61. BE TRUE TOOUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
- 62. BE TRUE TOOUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
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Editor's Notes
- #12 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?
- #22 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?
- #57 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