Delivering Happiness at Work - SAHRA - Jan 2013

7/29/2019 Delivering Happiness at Work - SAHRA - Jan 2013

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Sacramento Area Human ResourcesAssociation

January 23, 2013

James Key Lim


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Zappos.com


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PEOPLE WILL FORGET WHAT YOU SAID,PEOPLE WILL FORGET WHAT YOU DID,

BUT PEOPLE WILL NEVER FORGET

HOW YOU MADE THEM FEEL.MAYA ANGELOU


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Customer serviceFree shipping both ways. 365 day return policy. 800 on every page.


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Culture

What doesZappos

culture look like?


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Culture is #1 priority

4 week training. $4000 offer to quit. Zappos culture book. Be weird (be you)


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How culture DEFINED:

Core Values

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Zappos 10 Core Values1. Deliver WOW thru service2. Embrace and drive change3. Create fun and a little weirdness4. Be adventurous, creative, and open-minded5. Pursue growth and learning6. Build open and honest relationships with communication7. Build a positive team and family spirit8. Do more with less9. Be passionate and determined10. Be humble


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How culture is LIVED:Walk the talk

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Living Culture Example:

Be Humble


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$0 to $2 Billion*using happiness as a business model

* Gross merchandise sales

01 02 0603 04 05 0700 08

GrossSales$MM

$1,000

800

600

400

200

Acquired by

Amazon


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2010 Delivering Happinessthe book

Best seller: NYTimes, WSJ, Amazon. Now 20+ languages


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Delivering Happinessthe bus tour


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Delivering Happiness:the movement

The world continues to reply. Unified by happiness. 100K community

3000 cities. 110 countries.


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Delivering Happiness:the company


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Before

Money cant buy

happiness but it

can buy

marshmallows.

Which are kind of

the same thing.


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Now


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Now: Academic studies Scientific research

1000s of Fortune 500 execs


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Now


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So

What can thismean for YOU?


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Did you snooze today?

Do you feel a sense of passion? Purpose? Are you happy? Be honest

Why?


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(Life) Fast Foward:Top 5 regrets in life

1. I wish I had the courage to live a life true tomyself, not the life others expected of me

2. I wish I hadnt worked so hard

3. I wish Id had the courage to express myfeelings

4. I wish I had stayed in touch with my friends

5. I wish that I had let myself be happier


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Happiness is a choice

Didnt realize happiness choice until too late

Pretend contentment to self and others

Sciences says, we can predict your

happiness

but ONLY 10%


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Happiness is a choice

90% of happinessbased on how yourbrain processes

happiness Brain can only focus

on so much

Change mindset andchange your world


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What is your goal in life?


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Were all taking different path in pursuit of same goal: Happiness


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BUT science shows

We are SUPER BAD

at predictingour own

happiness :(


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When I get ____ , I will behappy


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Maslows Hierarchy


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3 types of happiness:Why lottery wont help you


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For lasting happiness

Live with PURPOSE

and PASSIONsprinkle in pleasure


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So

What can thismean for YOUR

COMPANY?

SURVIVE


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SURVIVE

T d i d d


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Top down is dead

Wrong culture > unhappy people Hierarchical top down

Massproduction model from 1950s

Let me tell you

Youre lucky to have a job


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Top down is dead

This isnt just aboutArab spring.

This is about

corporate spring.

Marc Benioff, CEOof Salesforce.com


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Top 5Company Challenges

1. Employee attract and retain

2. Customers attract and retain

3. Increase accountability and results

4. Reputation, trust and transparency

5. Survival and growth in uncertain economy


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80% unhappy at work

* Deloitte Shift Index 2010


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Gallop 20XX

$350B inlosses :(

Gallup 2011

We need new thinking


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We need new thinking


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The right culture = life raft

Right culture > happy people

People focused

Transparency

Collaboration Let me ASK you

(vs. Let me tell you)

Youre lucky to have ME

(vs. Youre lucky to have a job)


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Right culture

win in a worldof relentless

change, ferociouscompetition, andunstoppableinnovation

Gary Hamel


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and..


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THRIVE


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Thrive

Happiness is thesingle greatestcompetitiveadvantage in the

moderneconomy

Shawn Achor


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Happiness DECREASES

Absenteeism

Turnover

Theft

Stress

Sickness

Death


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Happiness INCREASES

Profits

Sales

Productivity

Employee loyalty

Customer loyalty

Safety

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Happiness ROI

37% more sales

31% more productivity

300% more creativity

L lt d P fit


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Loyalty and ProfitsExamples

Employees

87% less likely to leave their companies

Customers

2x the customer loyalty (repeat purchases, recommendations to friends)

Profits

2x annual net income

16% higher profit margin

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Forbes online Sept. 4, 2012 Why Employee Engagement? (These 28 Research Studies

Prove the Benefits)

E l E t


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Employee EngagementExample

< 70%

24% total shareholder return (TSR)

< 60%

9% TSR < 25%

Negative TSR

Forbes online Sept. 4, 2012 Why Employee Engagement? (These 28 Research Studies

Prove the Benefits)


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Thrive

Over 10 year period

Out performed S&P500by 8:1 ratio

Outperformed Good to Greatcompanies by up to 3:1


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Thriving companies

Amazon BMW CarMax Caterpillar Commerce Bank

Container Store Costco eBay Google Harley-Davidson Honda IDEO IKEA JetBlue

Johnson and Johnson Jordans Furniture LL Bean New Balance Patagonia

REI Southwest Starbucks Timberland Toyota Trader Joes UPS

Wegmans Whole Foods Zappos


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How?


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Get the culture right

then everything elsewill fall into place


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(Note to self)

You already have a cultureHave you met it lately?


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But its NOT this

(Secret) Ingredients


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(Secret) Ingredientsfor a

culture of happiness:

1. Core values

2. Science of happiness

3. Higher purpose

(Secret) Ingredient #1:


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(Secret) Ingredient #1:Core Values

Defines your culture

Ground rules for behaviors

Everyones business


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Example:

Core Values

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1. Deliver WOW thru service2. Embrace and drive change3. Create fun and a little weirdness4. Be adventurous, creative, and open-minded5. Pursue growth and learning6. Build open and honest relationships with

communication7. Build a positive team and family spirit

8. Do more with less9. Be passionate and determined10. Be humble

Example: Ground rules for behaviors


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Example: Ground rules for behaviors



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(Secret) Ingredient #2:Science of happiness

(3 elements)

1. Connectedness

2. Sense of control

3. Sense of progress

Example:


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Science of Happiness:

1. Connectedness

Single entry

10-20%

Face game

Example:


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2. Control

Office desk

Send flowers to customers / bonus to employees

Merit badges

Example:


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3. Progress

Giving library

Pipeline training

Become a buyer in 18 months



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(Secret) Ingredient #3:Purpose

Meaning beyond self and $$$

Not just a job, a calling

Example:


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Example:Meaning beyond self and $$$

1999 selection of shoes

2003 customer service

2005 culture and core values

2007 personal emotional connection

2009 Delivering Happiness


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Re-cap: (Secret) Ingredientsfor a culture of happiness

1. Core values

2. Science of happiness

3. Higher purpose


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Culture building tips

Be human Trust

Real-time, honest communication

Reward and reveal Celebrate sub-cultures

Big Tip:


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Big Tip:Focus on Managers

People join companies and leave managers

Managers can amplify your culture


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Pitfalls on culture

Be committed 2 way street

Intent vs. Impact

Management vs. leadership Short-term thinking


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Solutions to Pitfalls

Ask

Measure

Evolve


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What next?


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STOP hitting snooze

START small daily actionstowards BIG IMPACT


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SURVIVE


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AND THRIVE

S d


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Start today

(re)DEFINE Ingredients to your culture of happiness

LIVE

Daily behaviors and decision from core values EVOLVE

Evolve your culture of happiness

FREE T l


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FREE Tools

Happiness ROI calculator

Happiness at work survey

Zappos culture book

C t t


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Contact me

[email protected]

Documents

Delivering Happiness at Work - SAHRA - Jan 2013