Jenn Lim Keynote for cPanel, Portland, OR - October 4, 2016

1. cPANEL
JENN LIM
CEO | CO-FOUNDER | CHO
PORTLAND OREGON
OCT 4 2016

2. OUR SIMPLE EQUATION

3. HAPPINESS IS THE
PURPOSE OF OUR
EXISTENCE
HAPPINESS IS
DEPENDENT ON
OURSELVES
ARISTOTLE
200 BC

5. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE

6. WHAT IS YOUR GOAL IN LIFE?

7. • “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.

8. REFLECTION
HOW DID
I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?

9. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK BOTTOM REAL
LOSS
TIME
HAPPINESS
+|
OH
@#$%

10. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID, BUT
PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM
FEEL.”
– MAYA ANGELOU

11. “A WOMAN’S
DREAM CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE

12. • EXPECTATIONS
• EXPERIENCE
• EMOTIONS
• STORIES
• CULTURE
PERSONAL
EMOTIONAL
CONNECTION

13. CULTURE
#1 PRIORITY?

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

15. THE CULTURE
BOOK
THE CULTURE BOOK

16. 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

18. 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

19. 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

20. THE ROI OF HAPPINESS

21. employees in the world
DISENGAGED
in lost
PRODUCTIVITY
(U.S. alone)
Gallup 2012

22. 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?

23. 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?

24. 2. DEFINE YOUR
CORE VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?

25. 3. COMMIT TO
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

26. 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

27. 5. BUILD MEANINGFUL
RELATIONSHIPS
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.”
–

28. 6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE
BASED ON VALUES.

29. WHAT DOES THE SCIENCE OF
HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…

30. HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS

31. MIHÁLY
CSÍKSZENTMIHÁLYI
a
HAPPINESS FRAMEWORK 1
3 TYPES OF HAPPINESS

32. HAPPINESS FRAMEWORK 4
PARALLELS OF A GREAT BUSINESS AND HAPPINESS

33. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND YOUR
COMPANY?

34. FIRST…
THERE WAS
A BOOK

35. 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.

37. THEN THE BUS TOUR…

42. FIRST…THERE
WAS A BOOK
THEN THERE WAS A
BUS TOUR

43. WE HEARD FROM AROUND
THE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB
FROM A TIPPING POINT…

44. SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
REFRAME THE WAY OUR
WORLD WORKS

46. WORK different too.

47. HOW? PCC.
PEOPLE
COMPANIES
COMMUNITIES

49. HAPPIER COMMUNITIES

50. HAPPIER COMMUNITIES

51. HAPPIER COMPANIES

52. HAPPIER COMPANIES
INSPIRE.

53. HAPPIER COMPANIES
ASSESS AND MEASURE.
HAPPINESS AT WORK SURVEY

55. WHAT MAKES HAPPY WORK?

56. WHO? ME-WE-COMMUNITY

57. ELTV EMPLOYEE LIFETIME VALUE
WHATS THE ROI FOR YOUR ORG?
RESEARCH FROM GREENHOUSE
ROI OF HAPPY CULTURES

58. STOP THE BLEED IN LOSS
AND UNREALIZED PROFITS
ROI OF
HAPPY CULTURES
THRU TRIAGE

59. 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)

60. 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)
=

61. HAPPINESS… DELIVERED.

62. “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.

64. ?
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.

65. 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. “

66. “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…”

67. 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 ITSELF”

68. 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

69. HOW? ONE PCC AT A TIME

70. 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?

71. HAPPINESS AT WORK SURVEY
PRESENTATION
CULTURE BOOK
CULTURE CALL
OUR {FREE} TOOLS TO
HELP YOUR JOURNEY

72. JENN@DELIVERINGHAPPINESS.COM
READY TO
REFRAME?

73. BE TRUE TO OUR WEIRD SELVES
IMAGINE…

74. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
IMAGINE…

75. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…

76. …THEN DO.
CREATE CHANGE IN THE WORLD
MORE THAN WE EVER THOUGHT POSSIBLE…
WITH HAPPINESS!
THANK YOU!