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Safety Net Innovation Network_Jenn Lim_Redwood City, CA

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Jenn Lim Keynote for Safety Net Innovation Network, Redwood City - November 8, 2016

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Safety Net Innovation Network_Jenn Lim_Redwood City, CA

  1. 1. SAFETY NET INNOVATION NETWORK JENN LIM CEO | CO-FOUNDER | CHO REDWOOD CITY, CA NOV 8 2016
  2. 2. QUICK POLLS ZAPPOS | DH PERSONAL HAPPINESS % OF PEOPLE UNHAPPY AT WORK IN THE WORLD ?
  3. 3. OUR SIMPLE EQUATION
  4. 4. HAPPINESS IS THE PURPOSE OF OUR EXISTENCE HAPPINESS IS DEPENDENT ON OURSELVES ARISTOTLE 200 BC
  5. 5. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
  6. 6. WHAT IS YOUR GOAL IN LIFE?
  7. 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. 8. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  9. 9. 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 @#$%
  10. 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. 11. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  12. 12. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
  13. 13. CULTURE #1 PRIORITY?
  14. 14. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
  15. 15. THE CULTURE BOOK THE CULTURE BOOK
  16. 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
  17. 17. EVER WONDER IF ANYONE READS CORE VALUES ON THE BOARDROOM PLAQUE (LET ALONE LIVE BY THEM)?
  18. 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. 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. 20. TH A CULTURE OF HAPPINESS + EFFECTS OF HAPPINESS AT WORK = BOTTOM LINE BENEFITS
  21. 21. * 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015 ROI OF HAPPINESS BEST CO’S NEARLY 3X HIGHER RETURNS
  22. 22. employees in the world DISENGAGE D in lost PRODUCTIVI TY (U.S. alone)
  23. 23. TIME TO REFRAME THE WAY WE WORK
  24. 24. TIME TO REFRAME THE WAY WE WORK HOW?
  25. 25. HAPPINESS AS A BUSINESS MODEL 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM LESSONS LEARNE D ?
  26. 26. 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?
  27. 27. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
  28. 28. 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
  29. 29. 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
  30. 30. 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.” –
  31. 31. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
  32. 32. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATAAND FRAMEWORKS LEARNED ALONG THE WAY…
  33. 33. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  34. 34. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
  35. 35. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
  36. 36. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  37. 37. FIRST… THERE WAS A
  38. 38. 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.
  39. 39. THEN THE BUS TOUR…
  40. 40. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
  41. 41. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB FROM A TIPPING
  42. 42. SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE REFRAME THE WAY OUR WORLD WORKS
  43. 43. WORK different too.
  44. 44. HOW? PCC. PEOPLE COMPANIES COMMUNITIE S
  45. 45. HAPPIER COMMUNITIES
  46. 46. HAPPIER COMMUNITIES
  47. 47. HAPPIER COMPANIES
  48. 48. HAPPIER COMPANIES INSPIRE.
  49. 49. HAPPIER COMPANIES ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
  50. 50. OUR THE DH FRAMEWORKS
  51. 51. WHAT MAKES HAPPY WORK SAMPLE CLIENT HP EXCELLENCE. EMPATHY & COMPASSION. IMPROVING HEALTH OF COMMUNITY CULTURE OF C.A.R.E. CONNECTEDNESS AWARENESS/ALIGNMEN T RESPECT EMPATHY
  52. 52. WHO? ME – WE - COMMUNITY ME = PERSONAL ACCOUNTABILITY _______________ WE = TEAM & ORGANIZATIONAL ALIGNMENT IMPACT-FOCUS _______________ COMMUNITY = PATIENT / CUSTOMER FOCUS
  53. 53. THE WAYS +HOW+ WILL HAPPEN
  54. 54. HAPPINESS ROI HARVARD BUSINESS REVIEW JAN-FEB 2012 BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37% PRODUCTIVITY31% CREATIVITY300% PROFITS 22-33%  
  55. 55. STOP THE BLEED IN LOSS AND UNREALIZED PROFITS ROI OF HAPPY CULTURES THRU TRIAGE
  56. 56. ROI OF HAPPY CULTURE ELTV EMPLOYEE LIFETIME VALUE RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY RECRUITIN G PRODUCTIVITY ENGAGEMENT RETENTION
  57. 57. 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 = $1.2MM ADDL COSTS [2] LOW ENGAGEMENT + OUTPUT LOW PRODUCTIVITY | PERFORMANCE HIGHER PEOPLE COSTS 2.5 VS 1 ENGINEER HIRES (x2.5 EXPENSES) [3] WHERE’S THE CULTURE-FIT TALENT? ZAPPOS 100MM IN WRONG HIRE LOSSES CREATE A SUSTAINABLE CULTURE INCREASE TENURE BY 3-5 YEARS IMPROVE LEADERSHIP TRAINING (50% LEAVE BC OF MANAGER; 33% BC OF CULTURE) ALIGN COMPANY PURPOSE/VALUES WITH EVERYONE HAPPIER EMPLOYEES = MORE ENGAGED 31%+ MORE PRODUCTIVE BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT (E.G. >20% SALES, >22% PROFITABILITY)
  58. 58. 51%  TURNOVER 22%PROFITABILITY  7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 HAPPIER EMPLOYEES HAPPIER CUSTOMERS= SUCCESSFUL COMPANIES (& MEANINGFUL LIVES) =
  59. 59. HAPPINESS… DELIVERED.
  60. 60. HAPPINESS…DELIVERED.
  61. 61. NORTHWELL HEALTH Executive Leaders 300 Leader Champions 30 “Culture Commanders” Northwell Employees 3,800 Leaders 50,000+ Employee s • Executive Leader Workshop • Culture Leader Workshop • Coach-The-Coach • Coaching Support • Organizational Rollout Services Delivered: All Other Leaders 3,470 All 55k employees have been trained Long-Term Commitment (2019)
  62. 62. NORTHWELL HEALTH: CASCADE
  63. 63. ? MAKE PATIENTS + EMPLOYEES A PRIORITY ALIGN 300 EXECS, 35 HOSPITALS, 55K EMPLOYEES SCALE IN QUICKTIME FASHION ! EXECUTIVE ALIGNMENT SESSIONS CULTURE LEADS + TEAMS ACROSS ORG/LOCATIONS TRAIN THE TRAINER TO SCALE OUTCOMES - SCALED ACROSS 55K EMPLOYEES IN LESS THAN A YEAR - BRAND SYNONYMOUS WITH INNOVATION AND HEALTH CARE LEADER - IMPROVED PATIENT SATISFACTION SCORES SUCCESS! SCALING IN A LARGE ORG W/ BUREACRATIC LAYERS NORTHWELL HEALTH: REFRAMED
  64. 64. ASK YOURSELF: HOW COMMITTED (MIND/$/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?
  65. 65. HAPPINESS AT WORK SURVEY PRESENTATION CULTURE BOOK CULTURE CALL OUR {FREE} TOOLS TO HELP YOUR JOURNEY
  66. 66. JENN@DELIVERINGHAPPINESS.CO M READY TO REFRAME?
  67. 67. BE TRUE TO OUR WEIRD SELVES IMAGINE…
  68. 68. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
  69. 69. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
  70. 70. …THEN DO.

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