from selling shoes at zappos to scaling happiness in our worlds
TRANSCRIPT
JENN LIM
CO-FOUNDER | CEO | CHIEF HAPPINESS OFFICER
QUICK POLL ZAPPOS | DH PERSONAL HAPPINESS % OF PEOPLE UNHAPPY AT WORK IN THE WORLD ?
HAPPINESS IS THE PURPOSE OF OUR
EXISTENCE
HAPPINESS IS DEPENDENT ON
OURSELVES
ARISTOTLE 350 BC
WHAT IS YOUR GOAL IN LIFE?
* 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015
ROI OF HAPPINESS
BEST CO’S NEARLY 3X
HIGHER RETURNS
employees in the world
DISENGAGED
in lost
PRODUCTIVITY (U.S. alone)
Gallup 2012
TIME TO REFRAME THE WAY WE WORK
TIME TO REFRAME
THE WAY WE WORK
HOW?
OUR SIMPLE FORMULA
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.” – MAYA ANGELOU
• EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE
PERSONAL EMOTIONAL CONNECTION
CULTURE
#1 PRIORITY?
HOW IS CULTURE #1 PRIORITY?
• HIRING FOR CULTURE • 5 WEEKS OF TRAINING • PAY TO QUIT • ZAPPOS CULTURE BOOK
CULTURE AND CUSTOMER SERVICE SEVERAL BILLION $ COMPANY
1999 – TODAY
NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION**
*GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
CULTURE OF HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED: 1. COMMITMENT
2. CORE VALUES 3. TRANSPARENCY 4. RELATIONSHIPS
5. THE RIGHT TEAM 6. PURPOSE
HOW ?
WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
MIHÁLY CSÍKSZENTMIHÁLYI
aHAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
FIRST… THERE WAS
A BOOK
THE GLOBAL TIPPING POINT OF
UNIFIED BY THE SAME
VISION
NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB
HAPPINESS
WORK different too.
REFRAME THE WAY WE WORK
WHY?
“THE BLEED” IN LOSS AND UNREALIZED PROFITS
ROI OF A HAPPY CULTURE
ROI OF HAPPY CULTURE ELTV EMPLOYEE LIFETIME VALUE RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY
RECRUITING
PRODUCTIVITY
ENGAGEMENT
RETENTION
IDENTIFY THE TRIAGE ROI FOR YOUR ORG
RESEARCH FROM GREENHOUSE
TRIAGE SITUATIONS TRIAGE SOLUTIONS
LOW RETENTION | HIGH ATTRITION
COSTING 150-300% OF SALARY 10 PPL X 80K = $1.2M ADDL COSTS
LOW ENGAGEMENT
LOW PRODUCTIVITY | PERFORMANCE | OUTPUT
WHERES THE TALENT?
HIGHER PEOPLE COSTS HAVE TO HIRE 2.5 VS 1 ENGINEER
(x2.5 EXPENSES)
CREATE A SUSTAINABLE CULTURE INCREASE TENURE BY 3-5 YEARS IMPROVE LEADERSHIP TRAINING
(50% LEAVE BC OF MANAGER; 33% BC OF CULTURE)
ALIGN COMPANY PURPOSE/VALUES WITH EVERYONE
HAPPIER EMPLOYEES = HAPPIER CUSTOMERS = HAPPIER ECOSYSTEM
BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT
(E.G. >20% SALES, >22% PROFITABILITY)
ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
REFRAME THE WAY WE WORK
HOW?
THE HOW OF SUSTAINABLE CULTURE
Straight Talk, Personal Accountability, Raise the bar
THE WHAT OF SUSTAINABLE CULTURE
THE WHO OF SUSTAINABLE CULTURE
THE WAYS +HOW+ WILL HAPPEN
HAPPINESS…DELIVERED.
“WithTOMSdoublinginsizewithinayear,weweretryingtomanagewhatittakestogrowculturebetweenthe“original”teamandthe“new”team.A@erBlakeandteammetwithTony,JennandDeliveringHappinesswewereinspiredtofocusonculture.Asaresultwe’velaunchedourowncorevaluesandwe’renowallmovinginthesamedirecIon!”
—AmyThompson,ChiefPeopleOfficer,TOMS
HAPPINESS…DELIVERED.
HAPPINESS…DELIVERED.
? INTEGRATE HAPPINESS INTO GOV ! FOUNDATIONAL WORKSHOPS REFINE + CO-CREATE PURPOSE AND VALUES TRAIN THE TRAINER OUTCOMES - PM ANNOUNCES MINISTER OF HAPPINESS - GOV SCALING FOUNDATIONAL WORKSHOP ACROSS GOV
ENTITIES
SUCCESS! CREATING A TEMPLATE FOR GOVS AROUND THE WORLD
REFRAME THE WAY WE WORK
REFRAME THE WAY WE WORK ? 31 YEAR OLD MOBILE COMPANY STRUGGLING WITH GROWTH, RETENTION AND NEW TALENT ! ATTENDED 3 DAY BOOTCAMP IN SF TEN MONTHS AGO OUTCOMES - 60 > TO 600 APPLICANTS/MONTH - HIGH TURNOVER > ONLY 1 EE HAS LEFT - 2016 RECORD FINANCIAL GROWTH IN 31 YRS
SUCCESS! MAJOR CULTURE CHANGES TO MAJOR BUSINESS RESULTS
? MAKE PATIENT + EMPLOYEES A PRIORITY ALIGN 300 EXECS, 30 HOSPITALS, 55K EMPLOYEES SCALE IN QUICKTIME FASHION ! EXECUTIVE ALIGNMENT SESSIONS CULTURE LEADS ACROSS ORG/LOCATIONS TRAIN THE TRAINER TO SCALE OUTCOMES - SCALED ACROSS 55K EMPLOYEES - NORTHWELL BRAND SYNONYMOUS WITH
INNOVATION AND HEALTH CARE LEADER
SUCCESS! SCALING IN A LARGE ORG W/ BUREACRATIC LAYERS
REFRAME THE WAY WE WORK
QUESTIONS TO ASK:
HOW COMMITTED AM I TO CULTURE AND MAKING HAPPINESS SUSTAINABLE AT WORK?
WHAT’S MY TRIAGE ROI IF I DO?
BIGGEST NAYSAYERS CAN’T SAY NAY ANYMORE
WHO ELSE WILL BE MY CULTURE CHAMPS TO MAKE IT HAPPEN?
SO…WHAT NEXT?
HAPPINESS AT WORK SURVEY PRESENTATION CULTURE BOOK CULTURE CALL
{FREE} TOOLS TO HELP YOUR JOURNEY
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND PURPOSE
PRIORITIZE SUSTAINABLE CULTURE + STRATEGY
IMAGINE…
…THEN DO.