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WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER презентация
Содержание
- 1. WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER
- 3. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
- 4. WHAT IS YOUR GOAL IN LIFE?
- 5. “WHEN I GET _____, I’LL BE HAPPY”
- 6. REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?
- 7. OH @#$%
- 8. CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
- 10. “A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE
- 11. EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION
- 12. CULTURE #1 PRIORITY?
- 13. RESEARCH SHOWS WHAT MAKES LONG-TERM
- 14. WF VISION: We want to satisfy all
- 15. HOW IS CULTURE #1 PRIORITY? HIRING
- 16. THE CULTURE BOOK THE CULTURE BOOK
- 17. THE CULTURE BOOK WHAT IS IT?
- 18. EVER WONDER IF ANYONE READS CORE
- 19. CORE VALUES AT ZAPPOS Deliver
- 20. WELLS FARGO VALUES PEOPLE ETHICS “WHAT’S RIGHT FOR CUSTOMERS” DIVERSITY & INCLUSION LEADERSHIP
- 21. CULTURE AND CUSTOMER SERVICE $2B* COMPANY
- 22. BEST WORKPLACES VS. S&P 500
- 24. AN EXPERIMENT IN HAPPINESS AS A
- 25. 1. COMMITMENT DO
- 26. 2. DEFINE YOUR CORE VALUES
- 27. 3. COMMIT TO TRANSPARENCY BE
- 28. 4. VISION
- 29. 5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOT
- 30. 6. BUILD THE RIGHT TEAM
- 31. SOME FRAMEWORKS LEARNED ALONG THE
- 32. SOME FRAMEWORKS LEARNED ALONG THE WAY…
- 33. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 36. IF RESEARCH SHOWS
- 37. AS A LEADER, START WITH…
- 38. THEN GO TO… BUILD ENVIRONMENT
- 39. FIRST… THERE WAS A BOOK
- 40. 550,000+ COPIES SOLD 20 LANGUAGES/COUNTRIES 2010
- 41. I CAN BE A CMP!
- 43. THEN, THE BUS TOUR…
- 50. WE HEARD FROM AROUND THE WORLD UNIFIED
- 51. NOW…THE MOVEMENT TO SPREAD AND INSPIRE HAPPINESS
- 52. HOW?
- 53. HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM
- 54. TIPPING POINT OF HAPPINESS
- 57. BE TRUE TO YOUR UNIQUE SELF
- 58. BUILD TEAM HAPPINESS PERCEIVED PROGRESS DEFINE
- 59. CHANGE YOUR WORLD, CHANGE THE WORLD
- 60. THEN DO.
- 61. HOW CAN WE HELP?
TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE ?
Слайд 1WELLS FARGO LEADERSHIP &
LEARNING CONFERENCE
PHOENIX, AZ
07 APRIL 2014
JENN LIM
CEO &
CHIEF HAPPINESS OFFICER
Слайд 5“WHEN I GET _____, I’LL BE HAPPY”
“WHEN I ACHIEVE _____, I’LL
BE HAPPY”
LOTTERY WINNERS
TERMINALLY INJURED OR DISABLED
LOTTERY WINNERS
TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS.
YET WE’RE SUPERBAD AT PREDICTING
WHAT CAN SUSTAIN IT.
Слайд 14WF VISION:
We want to satisfy all our customers’ financial needs and
help them succeed financially.
WF VALUES:
People
Ethics
“What’s right for customers”
Diversity & Inclusion
Leadership
Слайд 15HOW IS CULTURE
#1 PRIORITY?
HIRING FOR CULTURE
5 WEEKS OF TRAINING
$4000 OFFER
TO QUIT
ZAPPOS CULTURE BOOK
ZAPPOS CULTURE BOOK
Слайд 17
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
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
Слайд 19
CORE VALUES AT ZAPPOS
Deliver WOW Through Service
Embrace and Drive
Change
Create Fun and a Little Weirdness
Be Adventurous, Creative, and Open-Minded
Pursue Growth and Learning
Build Open and Honest Relationships With Communication
Build a Positive Team and Family Spirit
Do More with Less
Be Passionate and Determined
Be Humble
Create Fun and a Little Weirdness
Be Adventurous, Creative, and Open-Minded
Pursue Growth and Learning
Build Open and Honest Relationships With Communication
Build a Positive Team and Family Spirit
Do More with Less
Be Passionate and Determined
Be Humble
Слайд 21
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
$1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING
Слайд 24AN EXPERIMENT IN
HAPPINESS AS A
BUSINESS MODEL
LESSONS LEARNED:
COMMITMENT
CORE VALUES
TRANSPARENCY
VISION
RELATIONSHIPS
THE
RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?
AND CAN THEY BE
APPLIED TO YOU?
HOW
?
Слайд 251. 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?
HOW LONG WILL IT BE A PRIORITY?
Слайд 262. DEFINE YOUR CORE VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
Слайд 273. COMMIT TO TRANSPARENCY
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS
TO FEAR.
(WHILE SAVING TIME, EFFORT AND ANXIETY)
WORK | LIFE INTEGRATION
(WHILE SAVING TIME, EFFORT AND ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES:
VENDOR EXTRANET
TWITTER.ZAPPOS.COM
“ASK ANYTHING”
TOURS & MEDIA VISITS
ZAPPOS INSIGHTS
Слайд 295. 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.
Слайд 31
SOME FRAMEWORKS
LEARNED ALONG THE WAY…
WHAT DOES THE
SCIENCE OF HAPPINESS
HAVE
TO TELL US?
SOME DATA AND FRAMEWORKS
LEARNED ALONG THE WAY…
Слайд 32SOME FRAMEWORKS
LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
-
BRONNIE WARE
TOP 5 REGRETS OF DYING
TOP 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
Слайд 36
IF RESEARCH SHOWS
VISION
MEANING
HIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO
YOU,
YOUR TEAM AND WELLS FARGO?
YOUR TEAM AND WELLS FARGO?
Слайд 38
THEN GO TO…
BUILD ENVIRONMENT + PROVIDE TOOLS =
ENGAGEMENT/SUCCESS
I know what
I am supposed to do.
I have the resources I need.
I am set up for success.
I receive regular recognition.
I feel connected and cared about.
I have the resources I need.
I am set up for success.
I receive regular recognition.
I feel connected and cared about.
Слайд 40550,000+ 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
#1 BESTSELLER LISTS
NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
Слайд 50WE HEARD FROM AROUND THE WORLD
UNIFIED
BY THE SAME
VISION
NO MATTER WHAT
BACKGROUND
CULTURE
IDEAS
JOB
HAPPINESS
Слайд 51NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSE
BUSINESS SENSE
HUMAN
SENSE
Слайд 57BE TRUE TO YOUR UNIQUE SELF
CONNECTEDNESS
USE PEC (PERSONAL AND EMOTIONAL CONNECTIONS)
VISION
| MEANING
BE PART OF SOMETHING BIGGER THAN YOURSELF
ALIGN YOUR ACTIONS AND BEHAVIORS WITH YOUR VALUES (PERSONAL + COMPANY)
BE PART OF SOMETHING BIGGER THAN YOURSELF
ALIGN YOUR ACTIONS AND BEHAVIORS WITH YOUR VALUES (PERSONAL + COMPANY)
NEXT STEPS…IMAGINE
Слайд 58BUILD TEAM HAPPINESS
PERCEIVED PROGRESS
DEFINE AND CELEBRATE MILESTONES
PERCEIVED CONTROL
WHAT I DO MATTERS
CONNECT
TO THE PURPOSE
ENCOURAGE TEAM TO BRING THEIR UNIQUE AND BEST SELF TO WORK
CONNECTEDNESS
REINFORCE THE VALUES THAT YOU AND YOUR TEAM LIVE EVERY DAY THAT ALIGNS TO YOUR VISION/VALUES
BUILD YOUR TEAM’S RELATIONSHIPS
ENCOURAGE TEAM TO BRING THEIR UNIQUE AND BEST SELF TO WORK
CONNECTEDNESS
REINFORCE THE VALUES THAT YOU AND YOUR TEAM LIVE EVERY DAY THAT ALIGNS TO YOUR VISION/VALUES
BUILD YOUR TEAM’S RELATIONSHIPS
NEXT STEPS…IMAGINE
Слайд 59CHANGE YOUR WORLD,
CHANGE THE WORLD
HIGHER PURPOSE
WHAT ARE YOU/YOUR TEAM DOING
BIGGER THAN BOTH
NEXT STEPS…IMAGINE
Слайд 61
HOW CAN WE HELP?
FOR:
QUESTIONS
CULTURE BOOK
COPY OF THE PRESENTATION
JENN@DELIVERINGHAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER
| @DHMOVEMENT | @DHMOVEMENTCEO
