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Card Services for Credit Unions - Jenn Lim - Delivering Happiness
Jenn Lim, CEO of Card Services for Credit Unions, gave a presentation on happiness as a business model based on her experience at Zappos. She discussed how Zappos prioritized culture and core values to create meaningful customer and employee experiences. Research shows committed companies that define their purpose beyond profits have more engaged employees, higher customer satisfaction, and better financial performance long-term. Lim argued happiness should be the goal of individuals and companies to build sustainable, positive change. She invited attendees to join the movement to spread happiness through their communities, companies and lives.
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Card Services for Credit Unions - Jenn Lim - Delivering Happiness
- 2. CARD SERVICES FORCREDIT UNIONS ST. PETERSBURG, FL 30 APRIL, 2015 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 4. TAKE A MOMENTTO THINK… WHAT ARE YOUR GOALS IN LIFE
- 5. WHAT IS YOURGOAL IN LIFE?
- 6. • “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.
- 7. REFLECTION HOW DID I GETHERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
- 8. MT. KILI GREEN FIELD Exploredand Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
- 9. CAN COMPANIES REALLY BESUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
- 10. “PEOPLE WILL FORGETWHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
- 11.
- 12. • EXPECTATIONS • EXPERIENCE •EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
- 13.
- 14. RESEARCH SHOWS WHATMAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 15. HOW IS CULTURE #1 PRIORITY? •HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
- 16.
- 17. THE CULTURE BOOKWHAT IS IT? 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 JENN@DELIVERINGHAPPINESS.COM
- 19. 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
- 20. CULTURE AND CUSTOMERSERVICE $2B* COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
- 21. BEST WORKPLACES VS. S&P500 GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
- 22. employees in theworld DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
- 23. 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?
- 24. 1. COMMITMENT DO YOUWANT 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?
- 25. 2. DEFINE YOUR COREVALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
- 26. 3. COMMIT TO BEREAL. 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 VISIONAND 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
- 28. 5. BUILD MEANINGFUL RELATIONSHIPS IT’SNOT 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.” –
- 29. 6. BUILD THERIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
- 30. WHAT DOES THESCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 31. 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 I WISH I HAD… …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED #1
- 32. HAPPINESS FRAMEWORK 1 LEVERSOF HAPPINESS
- 33. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3TYPES OF HAPPINESS
- 34. HAPPINESS FRAMEWORK 4 PARALLELSOF A GREAT BUSINESS AND HAPPINESS
- 35. IF RESEARCH SHOWS VISION MEANING HIGHERPURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
- 36.
- 37. 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.
- 38. I CAN BE ACMP!
- 40.
- 48. FIRST…THERE WAS A BOOK THENTHERE WAS A BUS TOUR
- 49. WE HEARD FROMAROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
- 50. NOW…THE MOVEMENT TO SPREADAND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
- 51.
- 53.
- 54.
- 55. HAPPIER COMPANIES HAPPINESS ATWORK SURVEY
- 56. TIPPING POINT OFHAPPINESS HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS22-33%
- 57. 51% TURNOVER 22%PROFITABILITY 7.5YEARS HEALTHIER & LONGERLIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
- 58. 39% MONTHLY SALES 92%UNPLANNED ABSENCE HAPPINESS… DELIVERED. – TOP 20 FASTEST GROWING E-COMMERCE COMPANY
- 59. WHAT MAKES HAPPYWORK?
- 60.
- 61. HOW? ONE PCCAT A TIME
- 62. HOW CAN WEHELP? FOR: QUESTIONS SURVEY LINK CULTURE BOOK COPY OF THE PRESENTATION JOINING OUR COMMUNITY JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
- 63. BE TRUE TOOUR WEIRD SELVES IMAGINE…
- 64. BE TRUE TOOUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
- 65. BE TRUE TOOUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
- 66. …THEN DO. CREATE CHANGEIN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE… WITH HAPPINESS! THANK YOU!
Editor's Notes
- #13 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?
- #23 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?
- #58 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