amex keynote final
TRANSCRIPT
American Express !Global Business Travel!
!September 2014!
!SHEREEN H. ELTOBGY (Coach SHE)!
Happiness Development Diva!
WELCOME!American Express!
Global Business Travel!!
One Network !ONE DREAM!
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE ?
TAKE A MOMENT TO THINK…
Newsflash!!!
American Express Global Travel!Create & Sell pleasurable experiences.!
!Delivering Happiness!
!!
One Network!ONE DREAM!
WHEN I GET ______ I WILL BE HAPPY!
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
LOTTERY WINNERS TERMINALLY INJURED
HOW CAN WE BE BETTER
IN LIFE AND
AT WORK ?
WHO’S SHEREEN FROM DELIVERING HAPPINESS?
WHY am I here ?
HAPPINESS DEVELOPMENT DIVA
Run!... don’t walk
AEGBT Travel Partner Network Markets
Countries here today ?
1. STORY of Tony Hsieh, CEO of Zappos.com & his journey to Deliver Happiness
2. SCIENCE & SECRETS behind his success
3. WHY it matters to you and your business
$!
Stretch Break
4. The DH Model & Frameworks
5. Your roadmap to profits, passion & purpose
Today!
24 MILLION CUSTOMERS
NEARLY $3B COMPANY
$265M
SF1999
35 EMPLOYEES
GROWING…
“A WOMAN’S DREAM CLOSET”
AND GROWING… ZAPPOS KENTUCKY WAREHOUSE
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.” — MAYA ANGELOU
FREE SHIPPING 800# EVERY PAGE
24HR CALL CENTER 365 DAY RETURNS
75% REPEAT CUSTOMERS
CUSTOMER SERVICE #1 PRIORITY
CULTURE… WOW!
#1 PRIORITY
HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
= =
SUCCESSFUL
COMPANY
A FORMULA WAS EMERGING..
!
!550,000 COPIES SOLD! 20 LANGUAGES!!!
!#1 BESTSELLER: !
!NYTIMES!
!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!
!!
!!!!
WHOA.!
2010
WE HEARD FROM AROUND THE WORLD
SAME VISION!!!
NO MATTER WHAT !BACKGROUND!CULTURE!IDEAS!JOB!
HAPPINESS
HOW? PCC
87% UNHAPPY AT WORK!
* Gallup State of the Global Workplace 2013
STORY OF
SCIENCE & SECRETS
WHY IT MATTERS
WARNING!
Happiness increases &
results are larger than they
appear (in the rearview
mirror)
WHEN I GET _______ I WILL BE HAPPY!
SHORT TERM IS EASY
WE’VE BEEN GIVEN A FORMULA…
WHY ARE WE SO SUPERBAD AT PREDICTING OUR HAPPINESS?
WHY?
WE’VE BEEN TOLD…
SUCCESS HAPPINESS
HAPPINESS SUCCESS
1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME
2. I WISH I HADN’T WORKED SO HARD
3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS
4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS
5. I WISH I HAD LET MYSELF BE HAPPIER
FAST FORWARD: TOP 5 REGRETS IN LIFE
* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life
* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life
WHAT WILL YOUR ULOGY BE?
FAST FORWARD:
* Bronnie Ware, Pallia<ve Care Nurse caring for pa<ents in last 12 weeks of life
* Bronnie Ware, Pallia<ve Care Nurse for pa<ents in last 12 weeks of life
HOW CAN WE BE BETTER
IN LIFE AND
AT WORK ?
HAPPINESS…Does it make SENSE!?!
SCIENTIFIC SENSE
1998
Barbara Fredrickson Shawn Achor Martin Seligman
SCIENTIFIC SENSE
Positive Psychology. Positivity. Happiness.
MASLOW’S HIEARCHY OF HUMAN NEEDS
SCIENTIFIC SENSE
SCIENTIFIC SENSE
BUSINESS
THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS
LIFE
BUSINESS SENSE
REALIZATION!: The Same Model CAN Apply!
NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B
$0 to $3 BILLION*
$3B ZAPPOS
BUSINESS SENSE
BEST WORKPLACES vs S&P 500
BUSINESS SENSE
FOCUS ON CULTURE & EMPLOYEE WELL BEING
HIGHER PURPOSE = HIGHER PROFIT! !
50 FASTEST GROWING BRANDS!
!
OUTPERFORMED TOP PERFORMERS…EXPONENTIALLY! ! !
BUSINESS SENSE
Happiness & Wellbeing
Values & Higher Purpose
Accenture Amazon.com Apple Coca Cola Google
Petrobras Samsung Starbucks Zappos IBM
MAKES SENSE
effe
cts
of h
appi
ness
on
busi
ness
Results based on median results of happiest co’s vs least happy co’s
1. WORK LIFE INTEGRATION
2. QUALITY OF LIFE OVER MONEY & STABILITY
3. TRANSPARENCY = TRUTH (social media)
MILLENIALS RISING
NICE TO HAVE? or MUST HAVE?
COULD THAT WORK FOR OUR
COMPANIES !& OUR TEAMS?!
STRETCH !BREAK! !
!1 weird thing that !makes you happy!
HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
= =
SUCCESSFUL COMPANIES
& MEANINGFUL
LIVES
51%
ñ
TURNOVER
22% PROFITABILITY
ñ 7.5YEARS HEALTHIER & LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
TIPPING POINT?
HAPPINESS AS A BUSINESS MODEL
“GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE”
AEGBT!!RECRUIT & RETAIN the RIGHT EMPLOYEES!
DO THINGS RIGHT vs DO THE RIGHT THING!
Make Happy Work™ Model
CULTURE • DNA of co. • Core Values • Behaviors / Best Practices
Make Happy Work™ Model
CULTURE AND GROWTH GR
OWTH
… COMPLEXITY
FREEDOM & AUTONOMY
% HIGH PERFORMING EMPLOYEES
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!
CORE VALUES DEFINE CULTURE
ZAPPOS 10 CORE VALUES
CO-‐OWNED, ALL KNOW! #1 WOW EVERYDAY WORD
CORE VALUES COMMIT, HIRE & FIRE
#1 IW : ON SCALE 1-‐10, HOW WEIRD? CVs GUIDE BEHAVIORS EVERY DAY!
CULTURE
VALUES + BEHAVIORS
PRACTICED OVER TIME
Culture of Values Ø How do we define our Culture?
Ø How do we define our Values?
Ø Do we check for Alignment??
Ø How important is our company culture?
Reality vs. Ideal
The Science of Happiness …fuel for the engine
SCIENCE OF HAPPINESS
• Connectedness • Sense of Progress • Sense of Control
Make Happy Work™ Model
CONNECTEDNESS
ü ENGAGEMENT
ü COMMUNICATION
ü RESULTS
ü LIFE SPAN
Results in:
AEGBT Service Delivery Network EMPLOYEE ENGAGEMENT Ini<a<ves
TEAM LEADERS
MANAGEMENT
TRAVEL CONSULTANTS
Management onsite and virtual site visit for home based employees.
Annual TeamWorks event Leadership Training
Recogni<ons: Pacese_ers Employee survey and feedback from employee advisory board
Business Reviews
Coaching & Mentoring
AEGBT Service Delivery Network EMPLOYEE ENGAGEMENT Ini<a<ves
TEAM LEADERS
MANAGEMENT
TRAVEL CONSULTANTS
Management onsite and virtual site visit for home based employees.
Annual TeamWorks event Leadership Training
Recogni<ons: Pacese_ers Employee survey and feedback from employee advisory board
Business Reviews
Coaching & Mentoring
COACH & MENTOR
SENSE OF PROGRESS
TRAIN & DEVELOP RECOGNIZE & REWARD
ü ENGAGEMENT ü EMPOWERMENT ü LEADERSHIP DEVELOPMENT ü TEAM STRENGTH
Results in:
ü TRUST ü AUTONOMY ü INNOVATION ü LEADERSHIP
SENSE OF CONTROL
Results in:
Science of Happiness 1 2 Ø Connectedness How do people in our company connect? How can we expand and improve these connections? Ø Sense of Progress How do employees perceive progress & growth in our
company? Do they have a clear path to learn, grow & evolve?
Ø Sense of Control What are the levels of TRUST? How do they perceive autonomy & control
(positions / decisions) ?
Higher Purpose • Meaning + Vision • Greater than ME • Collective Passion • Job? Or Calling? • More imp than $
Make Happy Work™ Model
HIGHER PURPOSE
ü GIVES MEANING TO WORK
ü INSPIRES EMPLOYEES & CUSTOMERS
ü GUIDES COLLECTIVE VISION & PASSION
Results:
ONE NETWORK. ONE DREAM. Dream BIG!!
Higher Purpose = Higher Profit
Higher purpose
3Ø Do our employees know how our
company offers value to the world?
Ø Why should others be interested in what I / WE are doing?
OK, I understand… But where do I start? !
1. ALIGN Ask WHY
Ø Vision? Ø Our Culture? Ø Happiness & Wellbeing? Ø Our Future? Ø What is our WHY?
IT’S ALL! ABOUT !
ALIGNMENT !REMINDER
2. ASSESS: MAP Let’s Measure, Analyze & Plan
Ø Measure, Analyze, Report, Benchmark
Ø MAP: Reflect & Plan Ø Prioritize Ø Project-ize
NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012
HAPPINESS @WORK SURVEY
YES!!!
3. DEFINE Let’s define what’s best for us…& launch!
Ø Core Values (personal, team, company) Ø Higher Purpose Ø Frameworks of Happiness & Wellbeing
Happy ME™ = inspired leader
1 ThePower toChoose
Being anInspiredLeader
3The Wonderof Uncertainty
2
PersonalHigherPurpose4
Pay ItForward5 The power
of Thoughts & Emotions
4. LIVE & EMBED Now we’re really on a roll!
Ø Live & Embed culture and frameworks into day-to-day
ü HR Systems / Processes ü Performance Management ü Coaching & Mentoring ü Reward & Recognition
AMPLIFY CULTURE
People join great companies and leave bad managers
BIG TIP FOCUS ON MANAGERS & TEAM LEADERS
5. EVOLVE Let’s learn, grow & evolve together!
Ø Re-measure Ø Deepen Core Values Ø Increase Happiness & Wellbeing Ø Strengthen Best Practices
HAVE FUN
CELEBRATE!
We CAN
BE BETTER IN LIFE
& AT WORK
!
HAPPINESS ROI CALCULATOR!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
CULTURE BOOK!
What’s the larger VISION
& GREATER PURPOSE in
their work, beyond
$$ or Profits?
WHAT WOULD YOU BE PASSIONATE ABOUT DOING If you didn’t fear failure?
If you could wave a magic wand?
PASSION & PURPOSE
ENTREPRENEURS
WHAT ARE YOU WAKING UP FOR?
DELIVERINGHAPPINESS.COM
IMAGINE…
THANK YOU!
THEN DO.
Create change in the world more than we ever thought possible… with happiness.
QUESTIONS?
CULTURE BOOK VHP COMMUNITY
TO LEARN MORE [email protected]
JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT
