Jenn Lim, CEO of Delivering Happiness, gave a presentation on using happiness as a business model. She discussed how founding Zappos with a culture-first approach led to strong financial performance. Research shows that vision, meaning and higher purpose lead to happiness and success in business. Jenn outlined frameworks and lessons learned, and encouraged applying these ideas to find alignment and commitment to create happier companies and spread more happiness in the world.

1. ADVERTISING DAY
HELSINKI, FINLAND
SEPTEMBER 4 2013
JENN LIM
CEO & CHIEF HAPPINESS OFFICER

3. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE?

4. WHAT ARE YOUR GOALS IN
LIFE?

5. OUR BRAINS ARE
HARDWIRED TO SEEK
HAPPINESS.
YET WE’RE SUPERBAD
AT PREDICTING
WHAT CAN SUSTAIN
IT.

6. HOW THE
HECK DID
I GET HERE?
REFLECTION
WHY AM I SO
PASSIONATE ABOUT
HAPPINESS?

7. MT.
KILI
GREEN FIELD
Explored and
PrioritizedINTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEAR
S!
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…”
ZAPPOSKENTUCKY WAREHOUSE

11. EXPECTATIONS
EXPERIENCE
EMOTIONS
STORIES
CULTURE
PERSONAL
EMOTIONAL
CONNECTION

12. CULTURE
#1 PRIORITY?

13. RESEARCH SHOWS
WHAT MAKES
LONG-TERM SUSTAINABLE
BRANDS
CULTURE AND
HIGHER PURPOSE

14. THE CULTURE
BOOK
THE CULTURE
BOOK

15. 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

16. BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/
FORTUNE MAGAZINE, 2010

17. 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
?

18. WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…

19. 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

23. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND
YOUR COMPANY?

24. FIRST…
THERE WAS A BOOK

25. 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.

26. I CAN BE
A CMP!

28. THEN,
THE BUS TOUR…

32. THEN THERE
WAS A BUS
TOUR
FIRST…THERE
WAS A BOOK

33. WE HEARD FROM AROUND THE WORLD
UNIFIED
BY THE
SAME
VISION
NO MATTER WHAT
•BACKGROUND
•CULTURE
•IDEAS
•JOB
HAPPINESS

34. NOW…THE MOVEMENT
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE

35. HOW? The 3 C’s.
3100
Cities
110
Countries

36. HAPPIER
COMPANIES

37. HARVARD BUSINESS REVIEW
JAN-FEB 2012 ISSUE
HAPPINESS in the
WORKPLACE
SALES 37%
PRODUCTIVITY31%
ACCURACY 19%
CREATIVITY300%
______________________________________
TURNOVER
ENGAGEMENT
CREATIVITY
PROFITS


38. WHAT MATTERS
IS
ALIGNMENT
AND
COMMITMENT

39. 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

40. •BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND
PURPOSE
•PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…

41. THANK YOU!
THEN DO.