From selling shoes at Zappos to scaling happiness in our worlds

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


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



? 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 ? 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


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

[email protected]

QUESTIONS? (ANYTIME!)

BE TRUE TO OUR WEIRD SELVES

LIVE OUR VALUES, PASSIONS AND PURPOSE

PRIORITIZE SUSTAINABLE CULTURE + STRATEGY

IMAGINE…

…THEN DO.

From selling shoes at Zappos to scaling happiness in our worlds

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