16. 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
17. 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?
18.
19. WHAT DOES THE SCIENCE OF
HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
28. “THE BLEED” IN LOSS AND
UNREALIZED PROFITS
ROI OF A
HAPPY CULTURE
29. ROI OF HAPPY CULTURE
ELTV EMPLOYEE LIFETIME VALUE
RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY
RECRUITIN
G
PRODUCTIVITY
ENGAGEMENT
RETENTION
30. 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)
37. “With TOMS doubling in size within a year, we were trying to manage what it takes to
grow culture between the “original” team and the “new” team. After Blake and team met
with Tony, Jenn and Delivering Happiness we were inspired to focus on culture. As a result
we’ve launched our own core values and we’re now all moving in the same direction!”
— Amy Thompson, Chief People Officer, TOMS
HAPPINESS…DELIVERED.
FORTUNE 100 BEST CO’S TO WORK FOR -- THE ONES TAKE CARE OF PPL AND FOCUSD ON CULTURE = 3X HIGHER RETURNS*
--
See co’s focusing on culture changing the game and experiencing results far beyond
S&P v best FORTUNE BEST workplaces focus on culture & needs of employees reaching new heights in biz results
--
Culture defines these things (wholeness, meeting human needs, ability to be ourselves, be accepted, values, meaning in work..)
* CUMULATIVE STOCK MARKET RETURNS
Does anyone know this guy?
72% unhappy. Either disengaged, working below potential, or actively sabatoging
1 in 7. Is it you? Is it person next to you? Your boss?
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?
PPT version
JENN- RREP
recruiting
retention
engagement
Productivity
ADD CALLOUTS to illustrate what the pains are, that they have but might not know
Culture summit speaker- from greenhouse
Describe what this is in CLEAR way
Co’s always talking about the customer lifetime valuye
Never serously thought about what the emp lifetime value is
Just as imp if not more
Hard to put it to roi
But can put it to roi
Recruiting hirining onbarding managing of that persontraining and then the culture and management determines how long the emp stays
Each of these points are what we’re addressing in culture of happiness
Attration retention hiring
This is how we can be more scientific and measurable on roi of emp happiness
I don’t know what you say here, but I would say something like :
Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit.
You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc…
NOTE: I could also imagine some slide animiation
NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.
I don’t know what you say here, but I would say something like :
Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit.
You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc…
NOTE: I could also imagine some slide animiation
NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.