toyota jenn lim delivering happiness
DESCRIPTION
TRANSCRIPT
![Page 1: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/1.jpg)
TOYOTATORRANCE, CA
MARCH 25 2014
JENN LIMCEO & CHIEF HAPPINESS OFFICER
![Page 2: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/2.jpg)
![Page 3: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/3.jpg)
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
![Page 4: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/4.jpg)
WHAT IS YOUR GOAL IN LIFE?
![Page 5: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/5.jpg)
• “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 PREDICTINGWHAT CAN SUSTAIN IT.
![Page 6: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/6.jpg)
REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
![Page 7: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/7.jpg)
MT. KILI
GREEN FIELDExplored and
PrioritizedINTERNET
CONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HAPP
INES
S+
|
OH @#$%
![Page 8: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/8.jpg)
CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESS AS A
BUSINESS MODEL?
![Page 9: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/9.jpg)
“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.”
— MAYA ANGELOU
![Page 10: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/10.jpg)
“A WOMAN’S DREAM CLOSET…”
ZAPPOSKENTUCKY WAREHOUSE
![Page 11: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/11.jpg)
EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
![Page 12: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/12.jpg)
CULTURE
#1 PRIORITY?
![Page 13: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/13.jpg)
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
![Page 14: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/14.jpg)
HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
![Page 15: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/15.jpg)
THE CULTURE BOOK
THE CULTURE BOOK
![Page 16: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/16.jpg)
THE CULTURE BOOKWHAT IS IT?COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE
STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOOJAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE
FOR A COPY, JUST EMAIL ME [email protected]
![Page 17: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/17.jpg)
![Page 18: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/18.jpg)
CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. Be Humble
![Page 19: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/19.jpg)
CULTURE AND CUSTOMER SERVICE$2B* COMPANY
1999 – TODAY
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gros
s Sal
es $
MM
$1,000
800
600
400
200
NOV ‘09 AMAZON ACQUIRES ZAPPOS$1.2 BILLION**
*GROSS MERCHANDISE SALES**SHARE VALUE AT THE TIME OF CLOSING
![Page 20: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/20.jpg)
BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
![Page 21: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/21.jpg)
![Page 22: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/22.jpg)
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT2.CORE VALUES
3.TRANSPARENCY4.VISION
5.RELATIONSHIPS6.THE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
![Page 23: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/23.jpg)
1. COMMITMENTDO 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?
![Page 24: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/24.jpg)
2. DEFINE YOUR CORE VALUESIT’S HARD.START EARLY.
WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?
![Page 25: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/25.jpg)
EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”TOURS & MEDIA
VISITSZAPPOS INSIGHTS
![Page 26: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/26.jpg)
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?
83% EMPLOYEES IN THE U.S. DISENGAGED
$500B LOST IN PRODUCTIVITY FROM DISENGAGEMENT
- GALLUP
4. VISION
![Page 27: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/27.jpg)
5. BUILD MEANINGFULRELATIONSHIPS
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.”
-
![Page 28: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/28.jpg)
6. BUILD THE RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.HIRE/FIRE BASED ON VALUES.
![Page 29: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/29.jpg)
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
![Page 30: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/30.jpg)
SOME FRAMEWORKS LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARETOP 5 REGRETS OF DYING
…THE COURAGE TO EXPRESS MY FEELINGS.
…LET MYSELF BE HAPPIER
…NOT WORKED SO HARD
…STAYED IN TOUCH WITH FRIENDS
…THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED
I WISH I HAD…
#1
![Page 31: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/31.jpg)
HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
![Page 32: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/32.jpg)
![Page 33: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/33.jpg)
![Page 34: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/34.jpg)
IF RESEARCH SHOWS VISIONMEANINGHIGHER PURPOSELEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND
YOUR COMPANY?
![Page 35: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/35.jpg)
FIRST…THERE WAS A BOOK
![Page 36: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/36.jpg)
550,000+ COPIES SOLD20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
![Page 37: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/37.jpg)
I CAN BE A CMP!
![Page 38: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/38.jpg)
![Page 39: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/39.jpg)
THEN, THE BUS TOUR…
![Page 40: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/40.jpg)
![Page 41: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/41.jpg)
![Page 42: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/42.jpg)
![Page 43: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/43.jpg)
![Page 44: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/44.jpg)
![Page 45: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/45.jpg)
![Page 46: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/46.jpg)
![Page 47: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/47.jpg)
THEN THERE WAS A BUS TOUR
FIRST…THERE WAS A BOOK
![Page 48: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/48.jpg)
WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
![Page 49: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/49.jpg)
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
![Page 50: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/50.jpg)
HOW?
![Page 51: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/51.jpg)
HAPPIER COMMUNITIES
REVITALIZING DOWNTOWN VEGAS
![Page 52: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/52.jpg)
HAPPIER COMPANIES
![Page 53: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/53.jpg)
HOW? ONE PCC AT A TIME.
3100 Cities
110 Countries(AND COUNTING!)
![Page 54: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/54.jpg)
TIPPING POINT OF HAPPINESS
HARVARD BUSINESS REVIEWJAN-FEB 2012
BETTER RETENTION SICK LEAVE 66%
BURNOUT 125% TURNOVER 51%
MORE ENGAGEMENTSALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 33%
![Page 55: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/55.jpg)
HAPPIEREMPLOYEES
HAPPIERCUSTOMERS= = SUCCESSFUL
COMPANIES&
MEANINGFULLIVES
51%
TURNOVER22%
PROFITABILITY 7.5YEARS
HEALTHIER&
LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
![Page 56: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/56.jpg)
39% MONTHLY SALES90% EMPLOYEE RETENTION
HAPPINESS…DELIVERED.
![Page 57: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/57.jpg)
HOW CAN WE HELP?
FOR: QUESTIONS
CULTURE BOOKCOPY OF THE PRESENTATION
[email protected] THE MOVEMENT
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
![Page 58: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/58.jpg)
•BE TRUE TO OUR WEIRD SELVES
•LIVE OUR VALUES, PASSIONS AND PURPOSE
•PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
IMAGINE…
![Page 59: Toyota jenn lim delivering happiness](https://reader034.vdocuments.site/reader034/viewer/2022052503/53ea66108d7f7289708b50c6/html5/thumbnails/59.jpg)
THANK YOU!
THEN DO.