Cnn turner jenn lim delivering_happiess
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Jenn Lim is the CEO and Chief Happiness Officer of Zappos. She discusses how Zappos prioritizes company culture and happiness. Research shows culture is key to long-term, sustainable brands. At Zappos, culture is the #1 priority, with extensive training on core values and an open culture book. Zappos has grown to $2B in sales since 1999 by delivering exceptional customer service through its focus on culture and employee happiness. Jenn Lim now leads a global happiness movement to apply positive psychology in businesses and communities.
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Cnn turner jenn lim delivering_happiess
- 1. CNN/TURNER BROADCASTING ATLANTA, GA NOVEMBER 13, 2013 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
- 4. WHAT IS YOUR GOAL IN LIFE?
- 5. OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE‘RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. • • • • ―WHEN I GET _____, I‘LL BE HAPPY‖ ―WHEN I ACHIEVE _____, I‘LL BE HAPPY‖ LOTTERY WINNERS TERMINALLY INJURED OR DISABLED
- 6. REFLECTION WHY AM I SO PASSIONATE ABOUT HAPPINESS? HOW DID I GET HERE
- 7. HAPPINESS MT. KILI ZAPPOS CONSULTANT GO BEARS! | + INTERNET CONSULTANT GREEN FIELD Explored and Prioritized TIME OH @#$% LAYOFF LOSER LOSS ROCK BOTTOM REAL LOSS
- 8. ―PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
- 9. ―A WOMAN‘S DREAM CLOSET…‖ ZAPPOS KENTUCKY WAREHOUSE
- 12. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
- 13. HOW IS CULTURE #1 PRIORITY? • • • • HIRING FOR CULTURE 5 WEEKS OF TRAINING $4000 OFFER TO QUIT ZAPPOS CULTURE BOOK
- 15. THE CULTURE BOOK WHAT 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 TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
- 17. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. 3. 4. Create Fun and a Little Weirdness Be Adventurous, Creative, and Open-Minded 5. 6. Embrace and Drive Change Pursue Growth and Learning Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. 9. Do More with Less Be Passionate and Determined 10. Be Humble
- 18. CULTURE AND CUSTOMER SERVICE $2B COMPANY 1999 – TODAY Gross Sales $MM $1,00 0 800 600 400 200 ‗0 0 ‗0 1 ‗0 2 ‗0 3 ‗0 4 ‗0 5 ‗0 6 ‗0 7 ‗0 8 NOV ‗09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 19. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010
- 20. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL HOW ? LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU?
- 21. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 22. TOP 5 I WISH‘ES IN LIFE …NOT WORKED SO HARD #1 …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED I WISH I HAD… …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE …STAYED IN TOUCH WITH HAPPIER FRIENDS - BRONNIE WARE TOP 5 REGRETS OF DYING
- 23. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 26. FIRST… THERE WAS A BOOK
- 27. 550,000 COPIES SOLD 20 LANGUAGES/COUNTRIES 2010 BEST OF LISTS NPR MARKETPLACE INC. MAGAZINE NEW YORK POST READWRITEWEB AMAZON CUSTOMER FAVORITE #1 BESTSELLER LISTS WHOA. NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS
- 28. I CAN BE A CMP!
- 34. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
- 35. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
- 36. NOW…THE MOVEMENT SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
- 37. HOW? The 3 C‘s. 3100 Cities 110 Countries (and counting!)
- 40. HAPPINESS @WORK BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% GREATER ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 33% HARVARD BUSINESS REVIEW JAN-FEB 2012
- 41. HAPPIER COMMUNITIES PAY HAPPINESS FORWARD. 100% of net profits to the Happiness Movement
- 43. WHAT MATTERS IS ALIGNMENT AND COMMITMENT
- 44. HOW CAN WE HELP? FOR: QUESTIONS CULTURE BOOK COPY OF THE PRESENTATION JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
- 45. IMAGINE… • BE TRUE TO OUR WEIRD SELVES • LIVE OUR VALUES, PASSIONS AND PURPOSE • PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
Notas del editor
- WHAT DO CUSTOMERS EXPECT?WHAT DO CUSTOMERS ACTUALLY EXPERIENCE?WHAT EMOTIONS DO CUSTOMERS FEEL?WHAT STORIES DO THEY TELL THEIR FRIENDS?HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?