naphia - shereen eltobgy -delivering happiness
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May 29, 2014 in Leesburg, Virginia, Naphia, Shereen Eltobgy_Delivering HappinessTRANSCRIPT
WELCOME!NAPHIA!!
!& fellow pet
lovers!Nemo & my younger son!
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE ?
TAKE A MOMENT TO THINK…
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?
HOW DID I GET HERE ?
HOW DID I GET HERE ?
…
HAPPINESS DEVELOPMENT DIVA
Run!... don’t walk
STORY OF
SCIENCE & SECRETS
WHY IT MATTERS
$!
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
#1 PRIORITY
HOW IS CULTURE NO1 PRIORITY?
HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!
HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
= =
SUCCESSFUL
COMPANY
A FORMULA WAS EMERGING..
!
NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B
$0 to $3 BILLION*
ZAPPOS GROWTH
$3B
!550,000 COPIES SOLD! 20 LANGUAGES!!!
!#1 BESTSELLER: !!NYTIMES!
!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!
!!!!
!!
WHOA.!
2010
!2010 DELIVERING HAPPINESS BUS TOUR!
WE HEARD FROM AROUND THE WORLD
SAME VISION!!!
NO MATTER WHAT !BACKGROUND!CULTURE!IDEAS!JOB!
HAPPINESS
GLOBAL MOVEMENT 100 COUNTRIES
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
HOW? PCC
THAT’S GREAT, BUT IT’LL NEVER WORK
FOR OUR COMPANY!
87% UNHAPPY AT WORK!
* Gallup State of the Global Workplace 2013
Gallop 20XX
$500B IN
LOSSES :(
Gallup 2012
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?
HUMAN SENSE
WE’VE BEEN TOLD…
SUCCESS HAPPINESS
HAPPINESS SUCCESS
BUT, WE LIKE MONEY…
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
…BUT ONLY 10%-30%
HAPPINESS IS PREDETERMINED
*Shawn Achor, The Happiness Advantage
SCIENTIFIC SENSE
BRAINS PROCESS 40 BITS PER SECOND BUT WE RECEIVE 11 MILLION BITS
*informa=on transmission rate of each 5 senses per second
ALL KNOW NEGATIVE PPL
WE START TO BELIEVE IT
90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
SCIENTIFIC SENSE
OUR BRAINS CAN BE REWIRED FOR HAPPINESS.
MASLOW’S HIERARCHY OF HUMAN NEEDS
SCIENTIFIC SENSE
SCIENTIFIC SENSE
BUSINESS
THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS
LIFE
BUSINESS SENSE
BUSINESS SENSE
ZAPPOS
$0 to $3B*
$3B
BEST WORKPLACES vs S&P 500
BUSINESS SENSE
FOCUS ON CULTURE & EMPLOYEE WELL BEING
SCIENTIFIC SENSE
SCIENTIFIC SENSE
1998
A POSITIVE INTERACTION AT WORK HAS AN EFFECT
5X MORE PRODUCTIVE THAN A NEGATIVE ONE
SCIENTIFIC SENSE
SCIENTIFIC SENSE
effe
cts
of h
appi
ness
on
busi
ness
Results based on median results of happiest co’s vs least happy co’s
COULD THAT WORK FOR OUR
COMPANIES?!
HAPPINESS AS A BUSINESS MODEL
“GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE”
• RIGHT EMPLOYEES = RIGHT CORE!
• DO THE RIGHT THING = LONG TERM SUCCESS!
• COMPETITIVE EDGE IN PERFORMANCE = PROFITS!
1
CULTURE
ECOSYSTEM
1 CULTURE AND GROWTH
GROWTH
… 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 MEASURED IN COOKIES
CORE VALUES COMMIT, HIRE & FIRE
#1 Interview Qstn : SCALE 1-‐10 HOW WEIRD R U!?! GUIDES BEHAVIORS EVERY DAY
59
WARNING!
CULTURE
VALUES + BEHAVIORS + PURPOSE
PRACTICED OVER TIME
HOW DO YOU USE HAPPINESS AS A BUSINESS MODEL?
CONNECTEDNESS
ENGAGEMENT
COMMUNICATION
RESULTS
LIFE SPAN!
CASUAL COLLISSIONS - YOU CAN’T SCHEDULE INNOVATION
CONNECTEDNESS
EXPECTATIONS!EMOTIONS!EXPERIENCE!STORIES!CULTURE!
PERSONAL ! EMOTIONAL ! CONNECTION!
CONNECTEDNESS
CELEBRATE!
BIG TIP!
LIFE COACH
SENSE OF PROGRESS
ZU CLASSES RECOGNITION MERCH TEAM 6MO PROMOTIONS
BUILDS: AUTONOMY INNOVATION LEADERSHIP
SENSE OF CONTROL
HIGHER PURPOSE
GIVES MEANING TO WORK
INSPIRES EMPLOYEES & CUSTOMERS
COMPASS FOR DECISION MAKING
HIGHER PURPOSE = HIGHER PROFIT! !
WORLD’S 50 FASTEST GROWING BRANDS! !
THOSE WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%! !
HIGHER PURPOSE PURPOSE & VALUES DRIVEN COMPANIES
COSTCO CONTAINER STORE GOOGLE JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD PATAGONIA REI SOUTHWEST TOM’S
TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA WHOLE FOODS ZAPPOS
IS HAPPINESS AT WORK!NICE TO HAVE !
OR MUST HAVE?!
MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP
YOU’RE LUCKY TO HAVE A JOB
TOP DOWN IS DYING NICE TO HAVE?
WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY & STABILITY
MILLENIALS RISING NICE TO HAVE?
TRANSPARENCY IS A TSUNAMI MUST HAVE
PSST, YOUR CULTURE IS SHOWING
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?
SO, WHERE DO !YOU START?!
1. ASK
WHAT DOES YOUR CULTURE LOOK LIKE?
START EARLY.
2. DEFINE YOUR CORE VALUES
WHAT ARE YOUR - PERSONAL values - COMPANY’S values
?
DO THEY ALIGN?
WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS?
WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS?
3. VISION & PURPOSE FOR EMPLOYEES
ENTREPRENEURS
MANAGERS AMPLIFY CULTURE
BIG TIP FOCUS ON MANAGERS
COMMITMENT
WALK THE TALK
SHORT TERM THINKING
CAUTION!
IT’S ALL! ABOUT !
ALIGNMENT !REMINDER
SO…!CAN YOU !
QUANTIFY THAT?!
NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012
HAPPINESS AT WORK SURVEY
YES!!!
HAPPINESS ROI CALCULATOR!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
SHOP@DH FEEL GOOD WHILE YOU DO GOOD!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU
WHAT ARE YOU WAKING UP FOR?
DELIVERINGHAPPINESS.COM
IMAGINE… a world where happiness & wellbeing are
prioritized
THANK YOU!
THEN DO. Create change in the world more than we ever thought possible… with happiness.
HOW CAN WE HELP?
CULTURE BOOK
CHAT@DELIVERING HAPPINESS.COM
TO LEARN MORE
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT
