March 4th, 2015 in Las Vegas NV, McDonalds - Jenn Lim - Delivering Happiness

1. McDONALDS
LAS VEGAS, NV
4 MARCH 2015
JENN LIM
CO-FOUNDER | CEO | CHIEF HAPPINESS OFFICER

3. QUICK POLL :)

4. WE CAN ALL LIVE
SUSTAINABLY
HAPPY LIVES
THE QUESTION
IS…
HOW ?

6. TAKE A MOMENT TO THINK…
WHAT ARE
YOUR GOALS
IN LIFE

7. WHAT IS YOUR GOAL IN LIFE?

8. • “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.

9. REFLECTION
HOW DID
I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?

10. MT. KILI
GREEN FIELD
Explored and
Prioritized
INTERNET
CONSULTANT
LAYOFF
LOSER
LOSS
GO
BEARS!
ZAPPOS
CONSULTANT
ROCK BOTTOM REAL
LOSS
OH
@#$%

11. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID, BUT
PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM
FEEL.”
– MAYA ANGELOU

12. “A WOMAN’S
DREAM CLOSET…”
ZAPPOS
KENTUCKY WAREHOUSE

13. • EXPECTATIONS
• EXPERIENCE
• EMOTIONS
• STORIES
• CULTURE
PERSONAL
EMOTIONAL
CONNECTION

14. CULTURE
#1 PRIORITY?

15. HOW IS
CULTURE
#1 PRIORITY?
• HIRING FOR CULTURE
• 5 WEEKS OF TRAINING
• $4000 OFFER TO QUIT
• ZAPPOS CULTURE BOOK

16. 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

17. BEST WORKPLACES
VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010

18. employees in the world
DISENGAGED
in lost
PRODUCTIVITY
(U.S. alone)
Gallup 2012

19. 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?

20. WHAT DOES THE SCIENCE OF
HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…

21. HAPPINESS FRAMEWORK 1
LEVERS OF HAPPINESS

22. HAPPINESS FRAMEWORK 4
PARALLELS OF A GREAT BUSINESS AND HAPPINESS

23. 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)
=

24. 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%



25. IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT
APPLY TO YOU AND YOUR
COMPANY?

26. FIRST…
THERE WAS
A BOOK

27. THEN…
THE BUS

29. WE HEARD FROM AROUND
THE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
• BACKGROUND
• CULTURE
• IDEAS
• JOB
HAPPINESS

30. HOW WE CHANGE THE WORLD?
PCC.
PEOPLE
COMPANIES
COMMUNITIES

32. HAPPIER COMPANIES
HAPPINESS AT WORK SURVEY

33. WHAT MAKES HAPPY WORK?

34. 39% MONTHLY SALES
92% UNPLANNED ABSENCES

HAPPINESS… DELIVERED.
– TOP 20 FASTEST GROWING E-COMMERCE COMPANY

35. HOW? ONE PCC AT A TIME

36. HOW CAN WE HELP?
FOR:
CULTURE BOOK
SURVEY LINK
COPY OF THE PRESENTATION
JOINING OUR COMMUNITY
QUESTIONS
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO

37. BE TRUE TO OUR WEIRD SELVES
IMAGINE…

38. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
IMAGINE…

39. BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS
AND PURPOSE
PRIORITIZE FOR LASTING,
SUSTAINABLE HAPPINESS
IMAGINE…

40. …THEN DO.
CREATE CHANGE IN THE WORLD
MORE THAN WE EVER THOUGHT POSSIBLE…
WITH HAPPINESS!
THANK YOU!