Professional Documents
Culture Documents
Zappos.com
PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL
MAYA ANGELOU
Customer service
Free shipping both ways. 365 day return policy. 800 on every page.
Culture
Culture is #1 priority
4 week training. $4000 offer to quit. Zappos culture book. Be weird (be you)
10
11
$0 to $2 Billion*
using happiness as a business model
$1,000
800
Acquired by Amazon
600
400
200
00
01
02
03
04
05
06
07
08
The world continues to reply. Unified by happiness. 100K community 3000 cities. 110 countries.
Before
Money cant buy happiness but it can buy marshmallows.
Which are kind of the same thing.
Now
Now:
Now
So
Happiness is a choice
Didnt realize happiness choice until too late Pretend contentment to self and others Sciences says, we can predict your happiness
Happiness is a choice
90% of happiness based on how your brain processes happiness Brain can only focus on so much Change mindset and change your world
Maslows Hierarchy
So
SURVIVE
Gallop 20XX
$350B in losses :(
Gallup 2011
Right culture
win in a world of relentless change, ferocious competition, and unstoppable innovation Gary Hamel
and..
THRIVE
Thrive
Happiness is the single greatest competitive advantage in the modern economy
Shawn Achor
Happiness DECREASES
Absenteeism Turnover Theft Stress Sickness Death
Happiness INCREASES
Profits Sales Productivity Employee loyalty Customer loyalty Safety
50
Happiness ROI
37% more sales 31% more productivity 300% more creativity
Customers
2x the customer loyalty
(repeat purchases, recommendations to friends)
Profits
2x annual net income 16% higher profit margin
Forbes online Sept. 4, 2012 Why Employee Engagement? (These 28 Research Studies Prove the Benefits) 52
< 60%
9% TSR
< 25%
Negative TSR
Forbes online Sept. 4, 2012 Why Employee Engagement? (These 28 Research Studies Prove the Benefits)
Thrive
Over 10 year period
Out performed S&P500 by 8:1 ratio Outperformed Good to Great companies by up to 3:1
Thriving companies
Amazon BMW CarMax Caterpillar Commerce Bank Container Store Costco eBay Google Harley-Davidson Honda IDEO IKEA JetBlue Johnson and Johnson Jordans Furniture LL Bean New Balance Patagonia REI Southwest Starbucks Timberland Toyota Trader Joes UPS Wegmans Whole Foods Zappos
How?
Get the culture right then everything else will fall into place
(Note to self)
(Secret) Ingredients for a culture of happiness: 1. Core values 2. Science of happiness 3. Higher purpose
62
1. Connectedness
Single entry 10-20% Face game
2. Control
Office desk Send flowers to customers / bonus to employees Merit badges
3. Progress
Giving library Pipeline training Become a buyer in 18 months
Re-cap: (Secret) Ingredients for a culture of happiness 1. Core values 2. Science of happiness 3. Higher purpose
People join companies and leave managers Managers can amplify your culture
Pitfalls on culture
Be committed
2 way street Intent vs. Impact Management vs. leadership Short-term thinking
Solutions to Pitfalls
Ask Measure Evolve
What next?
SURVIVE
AND THRIVE
Start today
(re)DEFINE
Ingredients to your culture of happiness
LIVE
Daily behaviors and decision from core values
EVOLVE
Evolve your culture of happiness
FREE Tools
Happiness ROI calculator Happiness at work survey
Contact me
james@deliveringhappiness.com