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cpanel portland jenn lim oct 2016

cpanel
portland
jenn lim
ceo | co founder delivering happiness
oct 2016

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cpanel portland jenn lim oct 2016

  1. 1. cPANEL JENN LIM CEO | CO-FOUNDER | CHO PORTLAND OREGON OCT 4 2016
  2. 2. OUR SIMPLE EQUATION
  3. 3. HAPPINESS IS THE PURPOSE OF OUR EXISTENCE HAPPINESS IS DEPENDENT ON OURSELVES ARISTOTLE 200 BC
  4. 4. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
  5. 5. WHAT IS YOUR GOAL IN LIFE?
  6. 6. • “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 PREDICTING WHAT CAN SUSTAIN IT.
  7. 7. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  8. 8. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTAN T LAYOF F LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
  9. 9. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
  10. 10. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  11. 11. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
  12. 12. CULTURE #1 PRIORITY?
  13. 13. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
  14. 14. THE CULTURE BOOK THE CULTURE BOOK
  15. 15. THE CULTURE BOOK WHAT IS IT? COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR NOW THEIR BRAND BOOK TOO COPIES OUTSIDE AT REGISTRATION TO CHECK OUT FOR YOUR OWN COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
  16. 16. EVER WONDER IF ANYONE READS CORE VALUES ON THE BOARDROOM PLAQUE (LET ALONE LIVE BY THEM)?
  17. 17. CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble
  18. 18. 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
  19. 19. THE ROI OF HAPPINESS
  20. 20. employees in the world DISENGAGE D in lost PRODUCTIVI TY (U.S. alone)
  21. 21. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW?
  22. 22. 1. COMMITMENT DO 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?
  23. 23. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
  24. 24. 3. COMMIT TO TRANSPARENCY BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERE’S LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS
  25. 25. 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. PURPOSE
  26. 26. 5. BUILD MEANINGFUL RELATIONSHIPSIT’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.” –
  27. 27. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
  28. 28. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATAAND FRAMEWORKS LEARNED ALONG THE WAY…
  29. 29. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  30. 30. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
  31. 31. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
  32. 32. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  33. 33. FIRST… THERE WAS A
  34. 34. 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 NYTIMES WSJ AMAZON BARNES & NOBLE BORDERS WHOA.
  35. 35. THEN THE BUS TOUR…
  36. 36. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
  37. 37. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB FROM A TIPPING
  38. 38. SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE REFRAME THE WAY OUR WORLD WORKS
  39. 39. WORK different too.
  40. 40. HOW? PCC. PEOPLE COMPANIES COMMUNITIE S
  41. 41. HAPPIER COMMUNITIES
  42. 42. HAPPIER COMMUNITIES
  43. 43. HAPPIER COMPANIES
  44. 44. HAPPIER COMPANIES INSPIRE.
  45. 45. HAPPIER COMPANIES ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
  46. 46. WHAT MAKES HAPPY WORK?
  47. 47. WHO? ME-WE-COMMUNITY
  48. 48. ELTV EMPLOYEE LIFETIME VALUE WHATS THE ROI FOR YOUR ORG? RESEARCH FROM GREENHOUSE ROI OF HAPPY CULTURES
  49. 49. STOP THE BLEED IN LOSS AND UNREALIZED PROFITS ROI OF HAPPY CULTURES THRU TRIAGE
  50. 50. TRIAGE THE ROI FOR YOUR ORG RESEARCH FROM GREENHOUSE TRIAGE SITUATIONS TRIAGE SOLUTIONS [1] LOW RETENTION | HIGH ATTRITION COSTING 150-300% OF SALARY 10 PPL X 80K = $1.2MM ADDL COSTS [2] LOW ENGAGEMENT + OUTPUT LOW PRODUCTIVITY | PERFORMANCE HIGHER PEOPLE COSTS 2.5 VS 1 ENGINEER HIRES (x2.5 EXPENSES) [3] WHERE’S THE CULTURE-FIT TALENT? ZAPPOS 100MM IN WRONG HIRE LOSSES 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 = MORE ENGAGED 31%+ MORE PRODUCTIVE BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT (E.G. >20% SALES, >22% PROFITABILITY)
  51. 51. 51%  TURNOVER 22%PROFITABILITY  7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
  52. 52. HAPPINESS… DELIVERED.
  53. 53. “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.
  54. 54. ? 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 HAPPINESS… DELIVERED.
  55. 55. KICKOFF MEETINGS WITH POSITIVITY ‘ONE THING I AM GRATEFUL FOR…’ OR `‘YOU WOW ME BECAUSE…’ “ITS TOTALLY A GAME CHANGER IN TERMS OF FOCUSING OUR BRAIN TO FIND POSITIVITY IN LIFE THE MEETING PRODUCTIVITY IS NOW MUCH HIGHER. “
  56. 56. “RANDOM ACTS OF KINDNESS” $50 BUDGET FOR 1 PERSON IN EACH TEAM EACH WEEK AND SHARES THEIR STORY. “MY GOD THE STORIES ARE SO GREAT THAT BRINGS TEARS TO MY EYES. I DIDN’T KNOW PEOPLE COULD BE SO CREATIVE IN FINDING WAYS TO HELP OTHERS. AWESOME STORIES…”
  57. 57. DEFINE YOUR PERSONAL VALUES EXERCISE ALIGNMENT WITH OUR COMPANY VALUES VALUE MOST RESONATES ON BUSINESS CARDS “PEOPLE ASKED ‘CAN I WORK FOR YOU’ AND OUR COMPANY AND SERVICE SOLD
  58. 58. Good governance is about nothing more or less than creating happiness. It really is that simple. -- Prime Minister of Dubai | UAE HAPPINESS…DELIVERED in DUBAI
  59. 59. HOW? ONE PCC AT A TIME
  60. 60. ASK YOURSELF: HOW COMMITTED (MIND/$/HEART) AM I? WHAT’S MY ROI OF HAPPY CULTURE? BIGGEST NAYSAYERS CAN’T SAY NAY ANYMORE WHO ARE MY OTHER CULTURE CHAMPS TO MAKE IT HAPPEN? SO…WHAT NEXT?
  61. 61. HAPPINESS AT WORK SURVEY PRESENTATION CULTURE BOOK CULTURE CALL OUR {FREE} TOOLS TO HELP YOUR JOURNEY
  62. 62. JENN@DELIVERINGHAPPINESS.CO M READY TO REFRAME?
  63. 63. BE TRUE TO OUR WEIRD SELVES IMAGINE…
  64. 64. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
  65. 65. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
  66. 66. …THEN DO. CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE… WITH HAPPINESS! THANK YOU!

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