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Nextpoint broadmoor jenn lim_delivering happiness
Jenn Lim discusses her passion for happiness and how it led her to her current role. She founded the Happiness Movement after publishing a bestselling book on happiness. Her goal is to spread the science of happiness and help companies and communities prioritize sustainable happiness through aligning with core values. At Zappos, where she was formerly an executive, they made culture and happiness a top priority through transparent communication of values and a culture book. Research shows happier companies have greater customer satisfaction, engagement and profits.
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Nextpoint broadmoor jenn lim_delivering happiness
- 1. NEXTPOINT COLORADO SPRINGS, CO OCTOBER20, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENTTO THINK… ? WHAT ARE YOUR GOALS IN LIFE
- 4. WHAT IS YOURGOAL IN LIFE?
- 5. OUR BRAINS ARE HARDWIREDTO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. • • • • “WHEN I GET _____, I’LL BE HAPPY” “WHEN I ACHIEVE _____, I’LL BE HAPPY” LOTTERY WINNERS TERMINALLY INJURED OR DISABLED
- 6. REFLECTION WHY AM ISO PASSIONATE ABOUT HAPPINESS? ? HOW DID I GET HERE
- 7. HAPPINESS MT. KILI ZAPPOS CONSULTANT GO BEARS! TIM E | + INTERNET CONSULTANT GREEN FIELD Exploredand Prioritized OH @#$% LAYOFF LOSER LOSS ROCK BOTTOM
- 8. “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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- 12. RESEARCH SHOWS WHAT MAKES LONG-TERMSUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 13. HOW IS CULTURE #1PRIORITY? • • • • HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 OFFER TO QUIT ZAPPOS CULTURE BOOK
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- 15. 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
- 17. CORE VALUES AT ZAPPOS 6. 1. Deliver WOWThrough 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 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 $1,000 Gross Sales $MM 800 600 400 200 ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 19. BEST WORKPLACES VS. S&P500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
- 20. AN EXPERIMENT IN HAPPINESSAS A BUSINESS MODEL HOW ? LESSONS LEARNED: 1.COMMITMENT 2.CORE VALUES 3.TRANSPARENCY 4.VISION 5.RELATIONSHIPS 6.THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
- 21. WHAT DOES THE SCIENCEOF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS SOME FRAMEWORKS LEARNED ALONG THE WAY… LEARNED ALONG THE WAY…
- 22. TOP 5 IWISH’ES IN LIFE # …NOT WORKED SO HARD 1 …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE …STAYED IN TOUCH WITH HAPPIER FRIENDS SOME FRAMEWORKS LEARNED ALONG THE WAY… - BRONNIE WARE TOP 5 REGRETS OF DYING
- 23. HAPPINESS FRAMEWORK 1 LEVERSOF HAPPINESS
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- 27. 550,000 COPIES SOLD 20LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS WHOA. NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
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- 34. FIRST…THERE WAS A BOOK THENTHERE WAS A BUS TOUR
- 35. WE HEARD FROMAROUND THE WORLD NO MATTER WHAT •BACKGROUND •CULTURE •IDEAS •JOB HAPPINESS UNIFIED BY THE SAME VISION
- 36. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESSSENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
- 37. HOW? The 3C’s. 3100 Cities 110 Countries (and counting!)
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- 39. HAPPINESS @WORK BETTER RETENTION SICKLEAVE 66% BURNOUT 125% TURNOVER 51% GREATER ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 33% HARVARD BUSINESS REVIEW JAN-FEB 2012
- 40. HAPPIER COMMUNITIES PAY HAPPINESS FORWARD. 100%of net profits to the Happiness Movement
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- 43. HOW CAN WEHELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
- 44. IMAGINE… •BE TRUE TOOUR WEIRD SELVES •LIVE OUR VALUES, PASSIONS AND PURPOSE •PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
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Editor's Notes
- #2 {"10":"WHAT DO CUSTOMERS EXPECT?\nWHAT DO CUSTOMERS ACTUALLY EXPERIENCE?\nWHAT EMOTIONS DO CUSTOMERS FEEL?\nWHAT STORIES DO THEY TELL THEIR FRIENDS?\nHOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?\n"}