nevada chamber of commerce keynote - sunny grosso - delivering happiness
DESCRIPTION
DH Nevada Chamber of Commerce Keynote 10.14.14TRANSCRIPT
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Employer Healthcare Forum!October 2014!
!!
Sunny Grosso!Coaching and Culture Chief!
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TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE ?
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TAKE A MOMENT TO THINK…
HAPPINESS
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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
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HAPPINESS HASN’T CHANGED IN 50 YEARS
TEST ME! IF MONEY BUYS HAPPINESS… It SHOULD INCREASE WITH INCOME
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HAPPINESS IS DYNAMIC.
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HAPPINESS IS DYNAMIC.
1/3 OF OUR LIVES 90,000 HOURS
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87% WORLD WORKFORCE
* Gallup State of the Global Workplace 2013
24% ACTIVELY
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Gallop 20XX
Gallup 2012
$500B IN
LOSSES :(
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HOW DOES THAT WORK META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES
K
PI’S
AC
RO
SS T
OP
AN
D B
OTT
OM
CO
MPA
NIE
S
*GALLUP
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Gallop 20XX
Gallup 2012
100 PERSON CO
$225K YR
WHAT’S IT COSTING YOU?
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20-50% of your employees will leave this year
It costs 50-150%
of their salary to replace them
Imagine he was only going to close the door to new applicants?
THE SYMPTOMS ARE SHOWING
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THE SYMPTOMS ARE SHOWING 60% more quality defects (Gallup)
49% more safety incidents (Gallup)
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IMAGINE
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16% beCer performance (HBR)
19% higher accuracy on tasks (Shawn Achor)
32% more commitment to the org (HBR 2012)
50% increase in produc>vity (Gallup)
33% higher profitability (Gallup)
37% higher sales (Shawn Achor)
44% higher reten>on (Gallup 2007)
46% more sa>sfied with their jobs (HBR)
66% less sick leave (Forbes, Jessica Pryce)
56% higher customer loyalty (HBR)
300% more innova>on (HBR)
IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE
WITH INTERVENTION
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STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED SCIENCE & SECRETS
WHAT WE SAW WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNINGS!
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WHO’S SUNNY FROM DELIVERING HAPPINESS?
HOW DID I GET HERE ?
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HOW DID I GET HERE ?
…
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COACHING
& CULTURE CHIEF
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24 MILLION CUSTOMERS
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OH
@#$%
$265M
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DOT COM
SF 1999 DOT-COM
35 EMP GROWING
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“A WOMAN’S DREAM CLOSET”
…AND GROWING! ZAPPOS WAREHOUSE
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“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.” — MAYA ANGELOU
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FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS
CUSTOMER SERVICE NO.1 PRIORITY
75% REPEAT CUSTOMERS
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HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?
HAPPY CUSTOMERS
= HAPPY
EMPLOYEES
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CULTURE SUSTAINS HAPPINESS
NO.1 PRIORITY
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HOW IS CULTURE NO.1 PRIORITY? HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!
CULTURE BOOK
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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!
ZAPPOS 10 CORE VALUES
GUIDELINES I LIVED I CO-‐OWNED I MEASURED
CORE VALUES HELP DEFINE CULTURE
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HAPPINESS AS A BUSINESS MODEL
HAPPY CUSTOMERS
= HAPPY
EMPLOYEES
= SUCCESSFUL COMPANY
& MEANINGFUL LIVES
& HAPPY
SHAREHOLDERS
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NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B
$0 to $1 BILLION IN 8 YRS*
ZAPPOS GROWTH
$3B
FULL PRICE RETAILER I CULTURE #1 PRIORITY
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!500,000+ COPIES SOLD! 20+ LANGUAGES!!!
!NO.1 BESTSELLER: !!NYTIMES!
!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!
!!!!
!!
WHOA.!
2010
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!2010 DELIVERING HAPPINESS BUS TOUR!
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WE HEARD FROM AROUND THE WORLD NO MATTER WHAT !BACKGROUND!BELIEFS!CULTURE!!
HAPPINESS
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GLOBAL MOVEMENT
100K PEOPLE 100 COUNTRIES
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HOW? PCC.
Happier Companies
Happier People
Happier Communities
HAPPIER PEOPLE
HAPPIER COMPANIES
HAPPIER COMMUNITIES
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COACHING CONSULTING
TOOLS & METRICS
COMPANIES CULTURE CHANGE HAPPINESS AS A BUSINESS MODEL
2010
Happier Companies
Happier People
Happier Communities
HAPPIER COMPANIES
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Happier Companies
Happier People
Happier Communities
HAPPIER COMPANIES
ñ ñ 39% MONTHLY SALES 92% UNPLANNED ABSENCE
250 COMPANIES 30 COUNTRIES
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THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!
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STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED SCIENCE & SECRETS
WHAT WE SAW WHAT WE DID
TIPS, STEPS AND WARNINGS
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THINK ABOUT YOU FOR A SECOND…
Happier Companies
Happier People
Happier Communities
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SUCCESS HAPPINESS
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HAPPINESS SUCCESS
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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
* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE
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WHAT WILL YOUR EULOGY BE?
FAST FORWARD
* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
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…BUT ONLY 10%
HAPPINESS IS PREDETERMINED
*Shawn Achor, The Happiness Advantage
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BRAINS PROCESS 40M BITS PER SECOND BUT WE RECEIVE 11M BITS PER SECOND
*informaXon transmission rate of all 5 senses per second
IT’S ABOUT WHAT WE FOCUS ON FOCUS ON NEGATIVE, SEE NEGATIVE
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UP TO 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
OUR BRAINS CAN BE REWIRED FOR HAPPINESS.
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WHY DO WE GET THIS WRONG?
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PSYCHOLOGY
1998
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A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE
15 YEARS OF RESERCH HUNDREDS OF STUDIES
HAPPINESS IS SERIOUS BUSINESS
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3 TYPES OF HAPPINESS
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POP QUIZ. CAN YOU TELL WHICH IS HAPPIER? PLEASURE, SUPERFICIAL FAVORABLE GENE EXPRESSION IMMUNE, ANTIVIRAL, INFLAMATORY
PURPOSE, MEANINGFUL ADVERSE GENE EXPRESSION INFLAMATION, ANTIBODY, ANTIVIRAL
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1 “GET THE
CULTURE RIGHT THEN EVERYTHING
ELSE WILL FALL INTO
PLACE”
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1
ATMOSPHERE
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HAPPY EMPLOYEES
HAPPY CUSTOMERS
= =
SUCCESSFUL
COMPANY
THE FORMULA IS NOT HARD
CULTURE IS THE SECRET SAUCE
GUIDELINES I LIVED I CO-‐OWNED I MEASURED
SUSTAINABLE
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IT SOUNDS… SOFT
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MASLOWS HIERARCHY OF HUMAN NEEDS
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E
ffect
s of
hap
pine
ss o
n bu
sine
ss
WHY FOCUS ON THE SOFT STUFF
*mean difference between happiest vs least happy workplaces
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WHY FOCUS ON THE SOFT STUFF
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FOCUS ON THE SOFT STUFF
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STORY OF
THE SOLUTION
HOW TO APPLY IT
WHAT WE LEARNED SCIENCE & SECRETS
WHAT WE SAW WHAT WE DID ABOUT IT
TIPS, STEPS AND WARNING!
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CULTURE IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT
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GROWTH
… COMPLEXITY
FREEDOM & AUTONOMY
% HIGH PERFORMING EMPLOYEES
CULTURE IS ABOUT SUSTAINABLY SCALING
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GROWTH
… COMPLEXITY
FREEDOM & AU
TONOMY
% HIGH PER
FORMING EM
PLOYEES & H
APPINESS!
CULTURE IS ABOUT SUSTAINABLY SCALING
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CULTURE & STRATEGY HIGHEST LOYALTY IN THE INDUSTRY
LOYAL I CANT COPY I RESILIANCE IN HARD TIMES I ‘91 GAS CRISIS
HOW STRONG IS YOUR CULTURE, WOULD PEOPLE STICK WITH YOU IN A CRISIS?
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BE INTENTIONAL!
WE ARE ALWAYS EITHER AFFECTING
OR INFECTING OTHERS
CULTURE IS CONTAGIOUS
LET’S TRY!
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CULTURE TIP-‐ IT’S ORGANIC BOTTOM UP TOP DOWN FIND YOUR CULTURE CHAMPS
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STORIES SHOW YOUR REAL CULTURE!
WHAT ARE YOUR CULTURE STORIES?
CULTURE TIP
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INTEGRITY
COMMUNICATION
RESPECT
EXCELLENCE
CULTURE CAUTION
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ENCOURAGE DEPTH & NUMBER OF CONNECTIONS
1 MAIN ENTRANCE…
CONNECTEDNESS TIP
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CONNECTEDNESS TIP
COLABORATIVE ENVIRONMENT
APPLY THE SCIENCE 4min “lunch Line”
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PERSONAL EMOTIONAL CONNECTION
CELEBRATE
BIG TIP
CONNECTEDNESS IS PERSONAL
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LET’S TRY!
“Happiness does not come so much from within than it does from between”
Tony Hsieh
CONNECTEDNESS
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SENSE of PROGRESS TIP HELP EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS CREATIVELY
PROMOTION
18 Months
PROMOTION
PROMOTION
6 Months
6 Months
6 Months
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SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.
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SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.
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VISION
CLARITY OF ROLE PART OF SOMETHING BIGGER
PURPOSE IS ESSENTIAL
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IF YOU WANT TO BUILD A SHIP,
DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.
PURPOSE IS ESSENTIAL
~SAINT EXUPERY
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PURPOSE TIP CONNECT CUSTOMERS TO HIGHER PURPOSE
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TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA ZAPPOS
JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD REI SOUTHWEST
PURPOSE DRIVEN CO’S
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COMPANIES WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%
!
PURPOSE = PROFITS
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IS HAPPINESS AT WORK NICE TO HAVE
OR NEED TO HAVE?
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MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP
YOU’RE LUCKY TO HAVE A JOB
NICE OR NEED TOP DOWN IS DYING
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WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY
NICE OR NEED MILLENIALS RISING
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PSST, YOUR CULTURE IS SHOWING
NICE OR NEED TRANSPARENCY IS A TSUNAMI
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WHERE DO I BEGIN? 3 TOOLS & 3 STEPS
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NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012
FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY
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DELIVERINGHAPPINESS.COM
TOOLS FOR YOU 2. CULTURE BOOK
FREE : )
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DEFINE YOUR CULTURE
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU 3. CULTURE DESIGN
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CULTURE BY DESIGN OR CULTURE BY DEFAULT?
STEP 1. ASK
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TIP. FOCUS ON MANAGERS
SAYING HELLO TO A NEW EMPLOYEE INCREASES PRODUCTIVITY 15% FOR 9 MONTHS
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HOW DO YOUR EMPLOYEES FEEL? HOW DO YOUR CUSTOMERS FEEL?
STEP 2. INVESTIGATE
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WHAT WOULD YOU DO EVERY DAY FOR THE NEXT 10 YEARS WITHOUT GETTING PAID?
TIP. EXPLORE PASSION
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IT’S HARD. START EARLY. WHAT ARE YOUR PERSONAL COMPANY DO THEY ALIGN?
STEP 3. DEFINE YOUR VALUES
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TIP. INCLUDE VALUES IN DAY-‐TO-‐DAY
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* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life
* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life
ASK YOURSELF..
WHAT WILL YOUR EULOGY BE? HOW WILL YOU CHANGE
I WISH TO I LIVED?
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DELIVERINGHAPPINESS.COM
THINK OF ONE THING YOU WILL DO REALLY! READY?
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THEN … DO.
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HOW CAN WE HELP?
CULTURE BOOK
COPY OF PRESENTATION [email protected]
JOIN THE MOVEMENT
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