NASPERS ETAIL CONFERENCE
NEW YORK, NY
4 JUNE 2015
JENN LIM
CEO & CHIEF HAPPINESS OFFICER
TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE
WHAT IS YOUR GOAL IN LIFE?
• “WHEN I GET _____, I’LL BE HAPPY”
• “WHEN I ACHIEVE _____, I’LL BE HAPPY”
• LOTTERY WINNERS
• TERMINALLY INJURED OR DISA...
REFLECTION
HOW DID
I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK BOTTO...
CAN COMPANIES REALLY
BE SUCCESFUL WITH
HAPPINESS AS A
BUSINESS MODEL?
“PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID, BUT
PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM
FEEL.”
...
“A WOMAN’S
DREAM CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE
• EXPECTATIONS
• EXPERIENCE
• EMOTIONS
• STORIES
• CULTURE
PERSONAL
EMOTIONAL
CONNECTION
CULTURE
#1 PRIORITY?
RESEARCH SHOWS WHAT MAKES
LONG-TERM SUSTAINABLE BRANDS
CULTURE AND
HIGHER PURPOSE
HOW IS
CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK
THE CULTURE
BOOK
THE CULTURE BOOK
THE CULTURE BOOK WHAT
IS IT?
COMPLETELY UNEDITED
EXCEPT FOR TYPOS AND SPELLING
SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S
GOO...
CORE VALUES
AT ZAPPOS
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. B...
CULTURE AND CUSTOMER SERVICE
$2B* COMPANY
1999 – TODAY
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION**
*GROSS MERCHANDISE SA...
BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
employees in the world
DISENGAGED
in lost
PRODUCTIVITY
(U.S. alone)
Gallup 2012
AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
1. COMMITMENT
2. CORE VALUES
3. TRANSPARENCY
4. VISION
5. ...
1. COMMITMENT
DO YOU WANT TO BUILD A LONG-
TERM, SUSTAINABLE BRAND?
ARE YOU WILLING TO COMMIT
FINANCES, RESOURCES, AND TIM...
2. DEFINE YOUR
CORE VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO FEAR.
(WHILE SAVING TIME, EFFORT AND ANXIETY)
WORK | L...
FOR
EMPLOYEES
WHAT’S THE LARGER
VISION AND GREATER
PURPOSE IN THEIR WORK
BEYOND MONEY OR
PROFITS?
FOR
ENTREPRENEURS
WHAT W...
5. BUILD MEANINGFUL
RELATIONSHIPS
IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE INTERESTED, YOU
DON’T HAV...
6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE
BASED ON VALUES.
WHAT DOES THE SCIENCE OF
HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARE
TOP 5 REGRETS OF DYING
…THE COURAGE TO
EXPRE...
HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS
MIHÁLY
CSÍKSZENTMIHÁLYI
a
HAPPINESS FRAMEWORK 1
3 TYPES OF HAPPINESS
HAPPINESS FRAMEWORK 4
PARALLELS OF A GREAT BUSINESS AND HAPPINESS
IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND YOUR
COMPANY?
FIRST…
THERE WAS
A BOOK
550,000+ COPIES SOLD
20 LANGUAGES/COUNTRIES
2010 BEST OF LISTS
NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AM...
I CAN BE
A CMP!
THEN…
THE BUS
FIRST…THERE
WAS A BOOK
THEN THERE WAS A
BUS TOUR
WE HEARD FROM AROUND
THE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB
HAPPINESS
NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN
THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN SENSE
HOW? PCC.
PEOPLE
COMPANIES
COMMUNITIES
HAPPIER COMMUNITIES
HAPPIER COMMUNITIES
HAPPIER COMPANIES
HAPPINESS AT WORK SURVEY
TIPPING POINT OF HAPPINESS
HARVARD BUSINESS REVIEW JAN-FEB 2012
BETTER RETENTION
SICK LEAVE 66%
BURNOUT 125%
TURNOVER 51%
...
51%

TURNOVER
22%PROFITABILITY
 7.5YEARS
HEALTHIER &
LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012
PURSUING HAPPINESS...
39% MONTHLY SALES
92% UNPLANNED ABSENCE

HAPPINESS… DELIVERED.
– TOP 20 FASTEST GROWING E-COMMERCE COMPANY
WHAT MAKES HAPPY WORK?
WHO? ME-WE-COMMUNITY
HOW? ONE PCC AT A TIME
HOW CAN WE HELP?
FOR:
QUESTIONS
SURVEY LINK
CULTURE BOOK
COPY OF THE PRESENTATION
JOINING OUR COMMUNITY
JENN@DELIVERINGHAP...
BE TRUE TO OUR WEIRD SELVES
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…
…THEN DO.
CREATE CHANGE IN THE WORLD
MORE THAN WE EVER THOUGHT POSSIBLE…
WITH HAPPINESS!
THANK YOU!
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
Naspers - Jenn Lim - Delivering Happiness
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Naspers - Jenn Lim - Delivering Happiness

June 4, 2015 in New York, NY, Naspers - Jenn Lim - Delivering Happiness
Published on: Mar 3, 2016
Published in: Business      
Source: www.slideshare.net


Transcripts - Naspers - Jenn Lim - Delivering Happiness

  • 1. NASPERS ETAIL CONFERENCE NEW YORK, NY 4 JUNE 2015 JENN LIM CEO & CHIEF HAPPINESS OFFICER
  • 2. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE
  • 3. WHAT IS YOUR GOAL IN LIFE?
  • 4. • “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.
  • 5. REFLECTION HOW DID I GET HERE? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
  • 6. MT. KILI GREEN FIELD Explored and Prioritized INTERNET CONSULTANT LAYOFF LOSER LOSS GO BEARS! ZAPPOS CONSULTANT ROCK BOTTOM REAL LOSS TIME HAPPINESS +| OH @#$%
  • 7. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
  • 8. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
  • 9. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
  • 10. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
  • 11. CULTURE #1 PRIORITY?
  • 12. RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE
  • 13. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
  • 14. THE CULTURE BOOK THE CULTURE BOOK
  • 15. THE CULTURE BOOK WHAT 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 TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A COPY, JUST EMAIL ME JENN@DELIVERINGHAPPINESS.COM
  • 16. 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
  • 17. CULTURE AND CUSTOMER SERVICE $2B* COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
  • 18. BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
  • 19. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
  • 20. AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. VISION 5. RELATIONSHIPS 6. THE RIGHT TEAM AND CAN THEY BE APPLIED TO YOU? HOW?
  • 21. 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?
  • 22. 2. DEFINE YOUR CORE VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?
  • 23. 3. COMMIT TO 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
  • 24. 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. VISION
  • 25. 5. BUILD MEANINGFUL RELATIONSHIPS 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.” –
  • 26. 6. BUILD THE RIGHT TEAM HIRE SLOWLY. FIRE QUICKLY. HIRE/FIRE BASED ON VALUES.
  • 27. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
  • 28. SOME FRAMEWORKS LEARNED ALONG THE WAY… TOP 5 I WISH’ES IN LIFE - BRONNIE WARE TOP 5 REGRETS OF DYING …THE COURAGE TO EXPRESS MY FEELINGS. …LET MYSELF BE HAPPIER …NOT WORKED SO HARD …STAYED IN TOUCH WITH FRIENDS I WISH I HAD… …THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE LIFE OF WHAT OTHERS EXPECTED #1
  • 29. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
  • 30. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
  • 31. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
  • 32. IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS… HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
  • 33. FIRST… THERE WAS A BOOK
  • 34. 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.
  • 35. I CAN BE A CMP!
  • 36. THEN… THE BUS
  • 37. FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
  • 38. WE HEARD FROM AROUND THE WORLD UNIFIED BY THE SAME VISION NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB HAPPINESS
  • 39. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD SCIENTIFIC SENSE BUSINESS SENSE HUMAN SENSE
  • 40. HOW? PCC. PEOPLE COMPANIES COMMUNITIES
  • 41. HAPPIER COMMUNITIES
  • 42. HAPPIER COMMUNITIES
  • 43. HAPPIER COMPANIES HAPPINESS AT WORK SURVEY
  • 44. TIPPING POINT OF HAPPINESS 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%  
  • 45. 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) =
  • 46. 39% MONTHLY SALES 92% UNPLANNED ABSENCE  HAPPINESS… DELIVERED. – TOP 20 FASTEST GROWING E-COMMERCE COMPANY
  • 47. WHAT MAKES HAPPY WORK?
  • 48. WHO? ME-WE-COMMUNITY
  • 49. HOW? ONE PCC AT A TIME
  • 50. HOW CAN WE HELP? FOR: QUESTIONS SURVEY LINK CULTURE BOOK COPY OF THE PRESENTATION JOINING OUR COMMUNITY JENN@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO
  • 51. BE TRUE TO OUR WEIRD SELVES IMAGINE…
  • 52. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE IMAGINE…
  • 53. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS IMAGINE…
  • 54. …THEN DO. CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE… WITH HAPPINESS! THANK YOU!

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