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PECKHAM LANSING, MI 30 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER

Peckham - Jenn Lim - Delivering Happiness

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Page 1: Peckham - Jenn Lim - Delivering Happiness

PECKHAMLANSING, MI

30 APRIL 2014

JENN LIMCEO & CHIEF HAPPINESS OFFICER

Page 2: Peckham - Jenn Lim - Delivering Happiness
Page 3: Peckham - Jenn Lim - Delivering Happiness

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE?

Page 4: Peckham - Jenn Lim - Delivering Happiness

WHAT IS YOUR GOAL IN LIFE?

Page 5: Peckham - Jenn Lim - Delivering Happiness

• “WHEN I GET _____, I’LL BE HAPPY”• “WHEN I ACHIEVE _____, I’LL BE HAPPY”• LOTTERY WINNERS• TERMINALLY INJURED OR DISABLED

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.

YET WE’RE SUPERBAD AT PREDICTINGWHAT CAN SUSTAIN IT.

Page 6: Peckham - Jenn Lim - Delivering Happiness

REFLECTION

HOW DID I GET HERE?

WHY AM I SO PASSIONATE ABOUT HAPPINESS?

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MT. KILI

GREEN FIELDExplored and

PrioritizedINTERNET

CONSULTANT

LAYOFFLOSERLOSS

GO BEARS!

ZAPPOSCONSULTANT

ROCK BOTTOM REAL LOSS

TIME

HA

PPIN

ES

S

+|

OH

@#$%

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CAN COMPANIES REALLY BE

SUCCESFUL WITH HAPPINESS AS A

BUSINESS MODEL?

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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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“A WOMAN’S DREAM CLOSET…”

ZAPPOSZAPPOSKENTUCKY WAREHOUSEKENTUCKY WAREHOUSE

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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE

PERSONAL EMOTIONAL CONNECTION

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CULTURE

#1 PRIORITY?

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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS

CULTURE ANDHIGHER PURPOSE

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HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK

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THE CULTURE BOOK

THE CULTURE BOOK

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THE CULTURE BOOKWHAT IS IT?

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 TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE

FOR A COPY, JUST EMAIL ME [email protected]

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CORE VALUES AT ZAPPOS

1. Deliver WOW Through Service2. Embrace and Drive Change

3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication

7. Build a Positive Team and Family Spirit8. Do More with Less

9. Be Passionate and Determined10. Be Humble

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CULTURE AND CUSTOMER SERVICE$2B* COMPANY

1999 – TODAY

‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08

Gro

ss S

ale

s $M

M

$1,000

800

600

400

200

NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**

*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING

Page 20: Peckham - Jenn Lim - Delivering Happiness

BEST WORKPLACES VS. S&P 500

GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010

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87% EMPLOYEES IN THE WORLD DISENGAGED

$500B LOST IN PRODUCTIVITY (U.S. ALONE)

- GALLUP 2012

Page 22: Peckham - Jenn Lim - Delivering Happiness

AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL

LESSONS LEARNED:1.COMMITMENT2.CORE VALUES

3.TRANSPARENCY4.VISION

5.RELATIONSHIPS6.THE RIGHT TEAM

AND CAN THEY BEAPPLIED TO YOU?

HOW?

Page 23: Peckham - Jenn Lim - Delivering Happiness

1. COMMITMENTDO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND?

ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT?

HOW LONG WILL IT BE A PRIORITY?

Page 24: Peckham - Jenn Lim - Delivering Happiness

2. DEFINE YOUR CORE VALUESIT’S HARD.START EARLY.

WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?

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EXAMPLES:VENDOR EXTRANET

TWITTER.ZAPPOS.COM

“ASK ANYTHING”TOURS & MEDIA

VISITSZAPPOS INSIGHTS

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FOR EMPLOYEES

WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?

FOR ENTREPRENEURS

WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?

4. VISION

Page 27: Peckham - Jenn Lim - Delivering Happiness

5. BUILD MEANINGFULRELATIONSHIPS

IT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS.

IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.

“IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE OF FLUFF IN HIS EAR.”

-

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6. BUILD THE RIGHT TEAM

HIRE SLOWLY. FIRE QUICKLY.

HIRE/FIRE BASED ON VALUES.

Page 29: Peckham - Jenn Lim - Delivering Happiness

SOME FRAMEWORKS LEARNED ALONG THE WAY…

WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?

SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…

Page 30: Peckham - Jenn Lim - Delivering Happiness

SOME FRAMEWORKS LEARNED ALONG THE WAY…

TOP 5 I WISH’ES IN LIFE

- BRONNIE WARETOP 5 REGRETS OF DYING

…THE COURAGE TO EXPRESS MY FEELINGS.

…LET MYSELF BE

HAPPIER

…NOT WORKED SO HARD

…STAYED IN TOUCH WITH

FRIENDS

…THE COURAGE TO LIVE TRUE TO

MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED

I WISH I HAD…

#1

Page 31: Peckham - Jenn Lim - Delivering Happiness

HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS

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Page 34: Peckham - Jenn Lim - Delivering Happiness

IF RESEARCH SHOWS

VISIONMEANINGHIGHER PURPOSE

LEADS TO HAPPINESS…

HOW DOES THAT APPLY TO YOU AND

YOUR COMPANY?

Page 35: Peckham - Jenn Lim - Delivering Happiness

FIRST…THERE WAS A BOOK

Page 36: Peckham - Jenn Lim - Delivering Happiness

550,000+ COPIES SOLD20 LANGUAGES/COUNTRIES

2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE

#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS

WHOA.

Page 37: Peckham - Jenn Lim - Delivering Happiness

I CAN BE A CMP!

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Page 39: Peckham - Jenn Lim - Delivering Happiness

THEN,

THE BUS TOUR…

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Page 42: Peckham - Jenn Lim - Delivering Happiness
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THEN THERE WAS A BUS TOUR

FIRST…THERE WAS A BOOK

Page 48: Peckham - Jenn Lim - Delivering Happiness

WE HEARD FROM AROUND THE WORLD

UNIFIEDBY THE SAME

VISION

NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB

HAPPINESS

Page 49: Peckham - Jenn Lim - Delivering Happiness

NOW…THE MOVEMENT

TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD

SCIENTIFIC SENSEBUSINESS SENSE

HUMAN SENSE

Page 50: Peckham - Jenn Lim - Delivering Happiness

HOW?

Page 51: Peckham - Jenn Lim - Delivering Happiness
Page 52: Peckham - Jenn Lim - Delivering Happiness

HAPPIER COMMUNITIES

Page 53: Peckham - Jenn Lim - Delivering Happiness

HAPPIER COMMUNITIES

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HAPPIER COMPANIES

HAPPINESSATWORKSURVEY.COM

Page 55: Peckham - Jenn Lim - Delivering Happiness

TIPPING POINT OF HAPPINESS

HARVARD BUSINESS REVIEWJAN-FEB 2012

BETTER RETENTION SICK LEAVE 66%

BURNOUT 125% TURNOVER 51%

MORE ENGAGEMENTSALES 37%

PRODUCTIVITY31%

CREATIVITY300%

PROFITS 22-33%

Page 56: Peckham - Jenn Lim - Delivering Happiness

HAPPIEREMPLOYEES

HAPPIERCUSTOMERS= =

SUCCESSFULCOMPANIES

&MEANINGFUL

LIVES

51%

TURNOVER

22%PROFITABILITY

7.5YEARS

HEALTHIER&

LONGER LIFE

HARVARD BUSINESS REVIEW JAN-FEB 2012PURSUING HAPPINESS, LYUBOMIRSKY ET AL

GALLUP 2013

Page 57: Peckham - Jenn Lim - Delivering Happiness

39% MONTHLY SALES92% UNPLANNED ABSENCE

HAPPINESS…DELIVERED.

Page 58: Peckham - Jenn Lim - Delivering Happiness

HOW? ONE PCC AT A TIME.

3100 Cities

110 Countries(AND COUNTING!)

Page 59: Peckham - Jenn Lim - Delivering Happiness

HOW CAN WE HELP?

FOR: QUESTIONS

CULTURE BOOKCOPY OF THE PRESENTATION

[email protected] THE MOVEMENT

DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

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Page 61: Peckham - Jenn Lim - Delivering Happiness

BE TRUE TO OUR WEIRD SELVES

IMAGINE…

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BE TRUE TO OUR WEIRD SELVES

LIVE OUR VALUES, PASSIONS AND PURPOSE

IMAGINE…

Page 63: Peckham - Jenn Lim - Delivering Happiness

BE TRUE TO OUR WEIRD SELVES

LIVE OUR VALUES, PASSIONS AND PURPOSE

PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS

IMAGINE…

Page 64: Peckham - Jenn Lim - Delivering Happiness

THANK YOU!

THEN DO.