1. P A T IE N T E X P E R IE N C E
S U M M IT
C L E V E L A N D C L IN IC
M A Y 2 1 2 0 12 – C L E V E L A N D
J E N N L IM
C E O & C H IE F H A P P IN E S S O F F IC E R

3. TA K E A M O M E N T TO
T H IN K …
WH A T A R E
YO U R
G O A L S IN?
L IF E

4. W H A T IS YO U R G O A L IN
L IF E ?

5. O U R B R A IN S
ARE
H A R D W IR E D
TO S E E K
H A P P IN E S S .
YE T W E ’ R E
S UPERB AD AT
P R E D IC T IN G
WH A T C A N
S U S T A IN IT .
• “WH E N I GE T ___ I ’L L B E H A P P Y ”
__,
• “WH E N I A C H I E V E ___ I ’L L B E H A P P Y ”
__,
• L OT T E R Y WI N N E R S
• T E R M I N A L L Y I N JU R E D OR D I SA B L E D

6. R E F L E C T IO N
W HY A M I S O
P A S S I ONA T E A B OUT
HA P P I NE S S ?
?
HOW
D ID
I GET

7. GO IN T E R N E T L A YO F F
B EARS ! C O N S U L TA LOS ER M T.
NT LOS S K IL I
ROC K
ZAPPOS G R E E N F IE L D B O TTO
C O N S U L TA N T E x p lo r e d a n d M REAL
P r io r it iz e d LOS S

8. C AN
C O M P A N IE S
REALLY B E
S UC C ES FUL
W IT H
HA P P I NE S S A S A
B US I NE S S
M ODE L ?

9. “ P E O P L E W IL L F O R G E T
W H A T YO U S A ID , P E O P L E
W IL L F O R G E T W H A T YO U D ID ,
B U T P E O P L E W IL L N E V E R
F E E L .”
F O R G E T H O W YO U M A D E
T H E M — M A YA A N G E L O U

10. “ A WO M A N ’ S
DREAM
C L O S E T …”
ZAPPOS
K E NT UC K Y W A R E HOUS E

11. E X P E C T A T IO N S
E X P E R IE N C E
E M O T IO N S
S T O R IE S
C U L TU R E
PERS ONAL
E M O T IO N A L
C O N N E C T IO N

12. 10 W A Y S T O I N S T I L L
C U S T O M E R S E R V IC E
E X C E R P T E D F R O M DE L I V E R I NG
HA P P I NE S S
• M AK E C U S T O M E R S E R VI C E A P R I O R I T Y F O R T H E W H O L E C O M P AN Y , N O T JU S T A
D E P AR T M E N T . A C U S T O M E R S E R VI C E AT T I T U D E N E E D S T O C O M E F R O M T H E T O P .
• M AK E W O W A VE R B T H AT I S P AR T O F YO U R C O M P AN Y’S E VE R YD AY VO C AB U L AR Y.
• E M P O W E R AN D T R U S T YO U R C U S T O M E R S E R VI C E R E P S . T R U S T T H AT T H E Y W AN T TO
P R O VI D E G R E AT S E R VI C E … B E C AU S E T H E Y AC T U AL L Y D O . E S C AL AT I O N S T O A S U P E R VI S O R
S H O U L D B E R AR E .
• R E AL I Z E T H AT I T ’S O K T O FIR E CU S TOME R S W H O AR E I N S AT I AB L E O R AB U S E YO U R
E M P L O YE E S .
• D O N ’T M E AS U R E C AL L T I M E S , D O N ’T F O R C E E M P L O YE E S T O U P S E L L , AN D D O N ’T U S E
S CR IPT S .
• D O N ’T H I D E YO U R 1 -800 N U M B E R . I T ’S A M E S S AG E N O T JU S T T O YO U R C U S T O M E R S , B U T T O
YO U R E M P L O YE E S AS W E L L .
• VI E W E AC H C AL L AS AN I N VE S T M E N T I N B U I L D I N G A C U S T O M E R S E R VI C E B R AN D ,
N O T AN E X P E N S E YO U ’R E S E E K I N G T O M I N I M I Z E .
• H AVE T H E E N T I R E C O M P AN Y C E L E B R AT E G R E AT S E R VI C E . T E L L S T O R I E S O F W O W
E X P E R I E N C E S T O E VE R YO N E I N T H E C O M P AN Y.
• F I N D AN D H I R E P E O P L E W H O AR EAL R E AD Y P AS S I O N AT E AB O U T C U S T O M E R S E R VI C E .
• G I VE G R E AT S E R VI C E T O E VE R YO N E : C U S T O M E R S , E M P L O YE E S , AN D VE N D O R S .

13. #1 P R I O R I T Y ?
C U L TU

14. R E S E A R C H S H O WS
WH A T M A K E S
L ONG- T E R M
S US T A I NA B L E B R A NDS
C U L TU R E A N D
H IG H E R
PURPOS E

15. H O W IS
C U L TU R E
#1H IW EN G I OR RU IAI NYE?
•
• 5
PI RK S O F C RL TU IRN G
R
E
F
O T
T
• $ 4000 O F F E R T O Q U I T
• Z AP P O S C U L T U R E B O O K

16. TH E
TH E
C U L TU R E
C U L TU R E
BOOK
BOOK

17. TH E C U L TU R E
BOOK
W H A T IS IT ?
C O M P L E T E L Y U N E D IT E D
E X C E P T F O R T YP O S A N D S P E L L IN G
S N A P S H O T O F C U L TU R E
E V E R Y YE A R – W H A T ’ S
G O O D , WH A T D O WE
N E E D T O IM P R O V E
S TA R TE D A S C U L TU R E
B O O K , N O W TH E B R A N D
B O O K TO O
J A P A N A N D B R A Z IL L O V E Z A P P O S E V E N
T H O U G H Z A P P O S D O E S N ’ T S H IP T H E R E

19. C ORE
VA L U E S A T
ZAPPOS 1. D e li ve r W O W T h ro u gh S e rvi ce
2. E m b race an d D ri ve C h an ge
3. C re ate F u n an d a L i ttle W e i rd n e ss
4. B e Ad ve n tu ro u s, C re ati ve , an d O p e n -M i n d e d
5. P u rsu e G ro w th an d L e arn i n g
6. B u i ld O p e n an d H o n e st R e lati o n sh i p s W i th C o m m u n i cati o n
7. B u i ld a P o si ti ve T e am an d F am i ly S p i ri t
8. D o M o re w i th L e ss
9. B e P assi o n ate an d D e te rm i n e d
10. B e H u m b le

20. C U L T U R E AN D C U S T O M E R
S E R V IC E
W O R D O F M O U T H (75% R E P E AT C U S T O M E R S )
I N V E S T I N C +C M O R E T H A N O T H E R A R E A S
$ 1 ,000
800
G ro s s S ale s $ M M
600
400
2 00
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
N O V ‘09 AM AZ O N AC Q U I R E S Z AP P O S
$ 1. 2 B I L L I O N
S H AR E VAL U E AT T H E T I M E O F C L O S I N G

21. B E S T WO R K P L A C E S
VS . S & P 5 0 0
G R E AT P L AC E T O W O R K /
F O R T U N E M AG AZ I N E , 201 0

22. A N E X P E R IM E N T IN
H A P P IN E S S A S A
B U S IN E S S M O D E L
LES S ONS LEARNED:
2. C O M M I T M E N T
?
3. C O R E V A L U E S
HOW 4. T R A N S P A R E N C Y
5. V I S I O N
6. R E L A T I O N S H I P S
7. T H E R I G H T T E A M
A N D C A N TH E Y B E
A P P L IE D T O YO U ?

23. 1.
C O M M IT M E N
T H O W IM P O R T A N T
T O YO U ?
D O YO U W A N T T O B U IL D A L O N G -
T E R M , S U S T A IN A B L E B R A N D ?
A R E YO U W IL L IN G T O C O M M IT
F IN A N C E S , R E S O U R C E S , A N D
T IM E T O IT ?

24. 2 . D E F IN E
YO U R
C ORE
VA L U E S
IT ’ S H A R D , S O S T A R T
E A R L Y.
W H A T A R E YO U R
C O M P A N Y’ S C O R E
VA L U E S ?
W H A T A R E YO U R
P E R S O N A L C O R E VA L U E S ?

25. E XA M P L E S :
VE N D O R
E XTR A N E T
T W IT T E R . Z A P P O S .
C OM
“ AS K
A N YT H IN G ”

26. 4.
V IS IO N
D O E S IT H A V E
M E A N IN G A N D
P A S S IO N B E H IN D
IT ?
D O E S IT IN S P IR E
( V S . M O T IV A T E ) ?
“ C H A S E TH E
V IS IO N , N O T T H E
P A P E R .”

27. IF
D IS E N G A G E M E N T
C O S T S $ 3 0 0 B IN
LOS T
FOR P R O D U C T IV IT Y A
E M P L O YE E S * YE A R
- G ALLUP 2 0 0 8
IM A G IN E W H A T
WH A T’ S TH E ENGAGEMENT C AN
L A R G E R V IS IO N DO
A N D G R E A TE R
P U R P O S E IN
T H E IR W O R K
B E YO N D M O N E Y
O R P R O F IT S ?
FOR
E N TR E P R E N E
URS WH A T WO UL D
YO U B E
P A S S IO N A T E
A B O U T D O IN G IF
YO U D ID N ’ T
F E A R F A IL U R E
A N D D ID N ’ T

28. 5 . B U IL D
R E L A T IO N S H I
PS
IT ’ S N O T A B O U T N E T W O R K IN G O R
M A R K E T IN G . IT ’ S A B O U T
C O N N E C TE D N E S S .
IF YO U ’ R E IN T E R E S T E D , YO U
D O N ’ T H A VE TO TR Y TO B E
IN T E R E S T IN G .
“ IF T H E P E R S O N YO U ’ R E T A L K IN G
T O IS N ’ T L IS T E N IN G , B E P A T IE N T .
M A YB E H E H A S A S M A L L P IE C E O F
F L U F F IN H IS E A R . ”

29. 6 . B U IL D
T H E R IG H T
TE A M
H IR E S L O W L Y.
F IR E Q U IC K L Y.
H IR E B A S E D O N
VA L U E S .

30. TH A T’ S
G REAT B UT
IT ’ L L N E V E R
WO R K F O R
ME
OR MY
C O M P A N Y…
M IG H T B E T R U E IF YO U
T H IN K T H A T W A Y,
P R OB A B L Y NOT T R UE I F
Y OU T HI NK I T C A N…
SO H OL D T H A T T H OU GH T .

31. WH A T D O E S TH E
S C IE N C E O F
H A P P IN E S S
H A VE TO TE L L U S ?
S O S O M E DF RAA M ERW OW O R K S
M E AT AN D F AM E R K S
L E A R N E D A L O N G T H E W A Y…
L E AR N E D AL O N G T H E W AY…

32. T O P 5 I W IS H ’ E S IN
L IF E
…N O T
#
1…T H E WO R K E D
S O HARD
C OURAG E …T H E
T O L IV E I W IS H C O U R A G E TO
E XP R E S S M Y
TR U E I HAD… F E E L IN G S .
TO …L E T M Y S E L F B E
M YS E L F H A P P IE R
…S T A Y E D I N
, N O T TH E T O U C H W IT H
F R IE N D S
L IF E O F
WH A T
O TH E R S
E XP E C TE S O M E F R A M E WO R K S
D LE A R N E D A L O N G T H E W A Y…
- B R O N N I E W AR E
T OP 5 R E GR E T S OF D Y I N G

33. TH E E L E M E N TS O F
H A P P IN E S S
NORM
D A Y TO D A Y
40% D E C IS IO N S
>>
C O N TR O L
A C T IO N S
10 % N U R TU R
E
E N V IR O N M E
NT
C IR C U M S T A
NC ES
50% N A TU
RE
G E N E TI
C S
AD AP T E D F R O M S O N JA L YU B O R M I R S K Y’S
T H E H OW OF H A P P I N E SS

34. TH E E L E M E N TS O F
H A P P IN E S S
NORM
D A Y TO D A Y
40% D E C IS IO N S
>>
A C T IO N S
C O N TR O L
10 % 10 0 %
C O N TR O L
10 0 % C H O I C E
>>
50% S U S T A IN A B L E
H A P P IN E S S

36. H A P P IN E S S F R A M E W O R K 2
M A S L O W ’ S H IE R A R C H Y

39. IF R E S E A R C H S H O W S
V IS IO N
M E A N IN G
H IG H E R P U R P O S E
L E A D S T O H A P P IN E S S …
H O W D O E S TH A T
A P P L Y TO YO U
A N D YO U R

40. H O W D O WE
TU R N
S UPERB AD
IN T O
S UPERG OOD?

41. LAB OR
DAY
2009
F IR S T …
TH E R E WA S A
BOOK

42. 400,000+ C O P I E S S O L D
1 8+ L AN G U AG E S /C O U N T R I E S
201 0 B E S T O F L I S T S
N P R M AR K E T P L AC E
I N C . M AG AZ I N E
N E W YO R K P O S T
R E AD W R I T E W E B
AM AZ O N C U S T O M E R F AVO R I T E
#1 B E S T S E L L E R L I S T S
N YT I M E S
W H O A. WS J
AM AZ O N
B AR N E S & N O B L E
BORD ERS

43. I C AN
BE A
C MP!

45. TH E N ,
TH E B U S TO U R …

49. BEFORE AF T E R

59. “D E L I VE R I N G
H AP P I N E S S
I S A M O VE M E N T
T H AT H AP P E N S
T O H AVE A
BOOK ”
-SETH

60. F I R S T … T H E R E W AS
AB O O K
T H E N T H E R E W AS A
B U S TO U R

61. WE H E A R D F R O M A R O U N D TH E
WO R L D
N O M AT T E R W H AT U N IF IE D
•B AC K G R O U N D B Y TH E
•C U L T U R E S AME
•I D E AS V IS IO N
•JO B
H A P P IN E

62. N O W …T H E
M O VE M E N T
S C IE N T IF IC
S ENS E
B U S IN E S S S E N S E
HUMAN S ENS E
T O S P R E A D A N D IN S P IR E
H A P P IN E S S IN T H E
WO R L D

63. In s p ir a t io n
P u r s u e p a s s io n a n d p u r p o s e .
C o m m u n it y
C o n n e c t p e o p le .
E d u c a t io n
E mp o w e r e a c h o the r.
E x p e r ie n c e s
C r e a t e m e a n in g f u l m o m e n t s
to g e the r.
S o …h o w d o y o u f u e l a
mo ve me nt?

65. e r c h w it h a M is s io n

66. AND DH

67. H A P P IN E S S N U D G E D T O D A Y…
H A P P I N E S S D E L I V E R E D I N 10 5
C o m m u n it
y
C O U N T R IE S
P a rtne
rs ( 5 3 % o f TH E WO R L D ’ S

68. D E L IV E R IN G H A P P IN E S S E O Y
2 0 12
2 /3 O F T H E W O R L D N U D G E D
A W O R L D O F S U S T A IN A B L E H A P P IN E S
A T W O R K , C O M M U N IT Y A N D E V E R YD A Y L IF E

69. TH A T’ S G R E A T
B U T IT ’ L L N E V E R
WO R K F O R M E …

70. H A P P IN E S S
@ ORK
W
S A L E S 3 7 %
P R O D U C T I V I T Y 3 1%
A C C U R A C Y 19 %
______________________________________
T U R N O V E R

E N G A G E M E N T
C R E A T I V I T Y
P R O F I T S
S T U D IE S F R O M T H E
H A R V A R D B U S IN E S S R E V IE W ,
J A N - F E B 2 0 12 I S S U E

71. N O T S A YIN G B E L IK E
Z A P P O S O R D E L IV E R IN G WH A T
H A P P IN E S S
M A T T E R S IS
N O T TH E A C TU A L C O R E A L IG N M E N T
VA L U E S TH A T M A TTE R
AND
C O M M IT M E N T

72. 

73. W IT H …
G E N E R A T IO N A L A D V A N C E S
A C C E S S T O IN F O R M A T IO N
O U R 4 0 % C O N TR O L
S C IE N T IS T S
E C O N O M IS T S
G O VE R N M E N TS
U N IT E D N A T IO N S
H O W D O WE C H A N G E
TH E WO R L D ?
-P O V E R T Y
-W A T E R
-D IS E A S E
-E D U C A T IO N
-H A P P IN E S S
N O T A P IP E D R E A M
A N YM O R E

74. F O R A C U L TU R E B O O K O R
C O P Y O F T H E P R E S E N T A T IO N
J E N N @ E L IV E R IN G H A P P IN E S S . C O M
D
J O IN T H E M O V E M E N T
D E L IV E R IN G H A P P IN E S S . C O M
F A C E B O O K . C O M /D E L I V E R I N G H A P P I N E S S
T W IT T E R | @ H M O V E M E N T | @ H M O V E M E N T C E O
D D
T o a p p l y f o r V H P s t a t u s : B I T . L Y /V H P i n v i t e

75. TO G E TH E
R , L E T’ S