wells fargo jenn lim delivering happiness_60_2
TRANSCRIPT
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WELLS FARGO LEADERSHIP & LEARNING CONFERENCE
PHOENIX, AZ07 APRIL 2014
JENN LIMCEO & CHIEF HAPPINESS OFFICER
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TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE?
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WHAT IS YOUR GOAL IN LIFE?
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• “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.
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REFLECTION
HOW DID I GET HERE?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
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MT. KILI
GREEN FIELDExplored and Prioritized
INTERNETCONSULTANT
LAYOFFLOSERLOSS
GO BEARS!
ZAPPOSCONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HAPPINESS
+|
OH
@#$%
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CAN COMPANIES REALLY BE
SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?
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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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“A WOMAN’S DREAM CLOSET…”
ZAPPOSKENTUCKY WAREHOUSE
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EXPECTATIONSEXPERIENCEEMOTIONSSTORIESCULTURE
PERSONAL EMOTIONAL CONNECTION
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CULTURE
#1 PRIORITY?
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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE ANDHIGHER PURPOSE
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WF VISION:We want to satisfy all our customers’ financial needs and help them succeed financially.
WF VALUES:PeopleEthics“What’s right for customers”Diversity & InclusionLeadership
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HOW IS CULTURE #1 PRIORITY?• HIRING FOR CULTURE• 5 WEEKS OF TRAINING• $4000 OFFER TO QUIT• ZAPPOS CULTURE BOOK
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THE CULTURE BOOKTHE CULTURE BOOK
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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]
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CORE VALUES AT ZAPPOS
1. Deliver WOW Through Service2. Embrace and Drive Change
3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit8. Do More with Less
9. Be Passionate and Determined10. Be Humble
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20
WELLS FARGO VALUESPEOPLEETHICS“WHAT’S RIGHT FOR CUSTOMERS”DIVERSITY & INCLUSIONLEADERSHIP
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CULTURE AND CUSTOMER SERVICE$2B* COMPANY1999 – 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
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BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
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87% EMPLOYEES IN THE WORLD DISENGAGED
$500B LOST IN PRODUCTIVITY (U.S. ALONE)
-
GALLUP 2012
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AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL
LESSONS LEARNED:1.COMMITMENT
2.CORE VALUES3.TRANSPARENCY
4.VISION5.RELATIONSHIPS
6.THE RIGHT TEAM
AND CAN THEY BEAPPLIED TO YOU?
HOW?
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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?
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2. DEFINE YOUR CORE VALUESIT’S HARD.START EARLY.
WHAT ARE YOUR - COMPANY’S - PERSONALCORE VALUES?DO THEY ALIGN?
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EXAMPLES:VENDOR EXTRANET
TWITTER.ZAPPOS.COM“ASK ANYTHING”
TOURS & MEDIA VISITSZAPPOS INSIGHTS
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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
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5. BUILD MEANINGFULRELATIONSHIPSIT’S NOT ABOUT NETWORKING. IT’S ABOUT CONNECTEDNESS.
IF YOU’RE INTERESTED, YOU DON’T HAVE TO TRY TO BE INTERESTING.
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6. BUILD THE RIGHT TEAM
HIRE SLOWLY. FIRE QUICKLY.
HIRE/FIRE BASED ON VALUES.
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SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESSHAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
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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
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HAPPINESS FRAMEWORK 1LEVERS OF HAPPINESS
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IF RESEARCH SHOWS
VISIONMEANINGHIGHER PURPOSE
LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU,
YOUR TEAM AND WELLS FARGO?
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AS A LEADER, START WITH…
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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.
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FIRST…THERE WAS A BOOK
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550,000+ COPIES SOLD20 LANGUAGES/COUNTRIES
2010 BEST OF LISTSNPR MARKETPLACEINC. MAGAZINENEW YORK POSTREADWRITEWEBAMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTSNYTIMESWSJAMAZONBARNES & NOBLEBORDERS
WHOA.
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I CAN BE A CMP!
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THEN, THE BUS TOUR…
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THEN THERE WAS A BUS TOUR
FIRST…THERE WAS A BOOK
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WE HEARD FROM AROUND THE WORLD
UNIFIEDBY THE SAME
VISION
NO MATTER WHAT•BACKGROUND•CULTURE•IDEAS•JOB
HAPPINESS
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NOW…THE MOVEMENT
TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
SCIENTIFIC SENSEBUSINESS SENSE
HUMAN SENSE
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HOW?
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HAPPIER COMPANIES
HAPPINESSATWORKSURVEY.COM
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TIPPING POINT OF HAPPINESS
HARVARD BUSINESS REVIEWJAN-FEB 2012
BETTER RETENTION SICK LEAVE 66%
BURNOUT 125% TURNOVER 51%
MORE ENGAGEMENTSALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 22-33%
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HAPPIEREMPLOYEES
HAPPIERCUSTOMERS= =
SUCCESSFULCOMPANIES
&MEANINGFUL
LIVES
51%
TURNOVER22%
PROFITABILITY 7.5YEARS
HEALTHIER&
LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
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39% MONTHLY SALES92% UNPLANNED ABSENCE
HAPPINESS…DELIVERED.
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BE TRUE TO YOUR UNIQUE SELFCONNECTEDNESS
USE PEC (PERSONAL AND EMOTIONAL CONNECTIONS)
VISION | MEANINGBE PART OF SOMETHING BIGGER THAN YOURSELFALIGN YOUR ACTIONS AND BEHAVIORS WITH YOUR VALUES (PERSONAL + COMPANY)
NEXT STEPS…IMAGINE
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BUILD TEAM HAPPINESSPERCEIVED PROGRESS
DEFINE AND CELEBRATE MILESTONES
PERCEIVED CONTROLWHAT I DO MATTERSCONNECT TO THE PURPOSE ENCOURAGE TEAM TO BRING THEIR UNIQUE AND BEST SELF TO WORK
CONNECTEDNESSREINFORCE THE VALUES THAT YOU AND YOUR TEAM LIVE EVERY DAY THAT ALIGNS TO YOUR VISION/VALUES
BUILD YOUR TEAM’S RELATIONSHIPS
NEXT STEPS…IMAGINE
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CHANGE YOUR WORLD, CHANGE THE WORLDHIGHER PURPOSE
WHAT ARE YOU/YOUR TEAM DOING BIGGER THAN BOTH
NEXT STEPS…IMAGINE
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THANK YOU!
THEN DO.
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HOW CAN WE HELP?
FOR: QUESTIONS
CULTURE BOOKCOPY OF THE PRESENTATION
[email protected] THE MOVEMENT
DELIVERINGHAPPINESS.COMFACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT | @DHMOVEMENTCEO