May 29, 2014 in Leesburg, Virginia, Naphia, Shereen Eltobgy_Delivering Happiness

1. NAPHIA!
!
MAY 29, 2014!
!
!
Shereen Eltobgy!
Happiness Development Diva!
!
shereen@deliveringhappiness.com!

3. WELCOME!
NAPHIA!!
!
& fellow pet
lovers!Nemo & my younger son!

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

5. TAKE A MOMENT TO THINK…

6. WHEN I GET ______ I WILL BE HAPPY!
OUR BRAINS ARE
HARDWIRED TO SEEK
HAPPINESS.
YET WE’RE SUPERBAD
AT PREDICTING
WHAT CAN SUSTAIN IT.
LOTTERY WINNERS
TERMINALLY INJURED

7. HOW CAN WE
BE BETTER
IN LIFE
AND
AT WORK
?

8. WHO’S SHEREEN FROM
DELIVERING HAPPINESS?
HOW DID
I GET HERE?

9. HOW DID I
GET HERE
?
…

10. HAPPINESS DEVELOPMENT DIVA

11. Run!... don’t walk

12. STORY OF
SCIENCE & SECRETS
WHY IT MATTERS $!

13. 24 MILLION CUSTOMERS
NEARLY $3B COMPANY

14. $265M

15. SF1999
35 EMPLOYEES
GROWING…

16. “A WOMAN’S
DREAM CLOSET”
AND GROWING…
ZAPPOS KENTUCKY WAREHOUSE

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

18. FREE SHIPPING
800# EVERY PAGE
24HR CALL CENTER
365 DAY RETURNS
75% REPEAT CUSTOMERS
CUSTOMER SERVICE #1 PRIORITY

19. CULTURE
#1 PRIORITY

20. HOW IS CULTURE
NO1 PRIORITY?
HIRE, MEASURE, FIRE
5 WEEKS OF TRAINING
$4000 TO QUIT. REALLY!

21. HAPPIER
EMPLOYEES
HAPPIER
CUSTOMERS= = SUCCESSFUL
COMPANY
A FORMULA WAS EMERGING..
!

22. NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2B
$0 to $3 BILLION*
ZAPPOS GROWTH
$3B

23. !550,000 COPIES SOLD!
20 LANGUAGES!
!
!
!#1 BESTSELLER: !
!NYTIMES!
!WSJ!
!AMAZON!
!BARNES & NOBLE!
!BORDERS!
!
!
!
!
!!
WHOA.!
2010

24. 2010 DELIVERING HAPPINESS BUS TOUR!

26. WE HEARD FROM AROUND THE WORLD
SAME VISION!
!
!
NO MATTER WHAT !
BACKGROUND!
CULTURE!
IDEAS!
JOB!
HAPPINESS

27. GLOBAL MOVEMENT
100 COUNTRIES
TO SPREAD AND INSPIRE
HAPPINESS IN THE WORLD

28. HOW? PCC

29. THAT’S GREAT, BUT
IT’LL NEVER WORK
FOR OUR COMPANY!

30. 87% UNHAPPY AT WORK!
*
Gallup
State
of
the
Global
Workplace
2013

31. Gallop
20XX
$500B
IN
LOSSES
:(
Gallup
2012

33. STORY OF
SCIENCE & SECRETS
WHY IT MATTERS
WARNING!
Happiness increases &
results are larger than they
appear (in the rearview
mirror)

34. WHEN I GET _______ I WILL BE HAPPY!
SHORT TERM IS EASY
WE’VE BEEN GIVEN A FORMULA…
WHY ARE WE SO SUPERBAD
AT PREDICTING
OUR HAPPINESS?
HUMAN SENSE
WE’VE BEEN TOLD…

35. SUCCESS HAPPINESS

36. HAPPINESS SUCCESS
BUT, WE LIKE MO

37. 1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF,
NOT THE LIFE OTHERS EXPECTED OF ME
2. I WISH I HADN’T WORKED SO HARD
3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS
4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS
5. I WISH I HAD LET MYSELF BE HAPPIER
FAST FORWARD:
TOP 5 REGRETS IN LIFE
*
Bronnie
Ware,
Pallia=ve
Care
Nurse
for
pa=ents
in
last
12
weeks
of
life

38. WHAT WILL YOUR ULOGY BE?
FAST FORWARD:
*
Bronnie
Ware,
Pallia=ve
Care
Nurse
for
pa=ents
in
last
12
weeks
of
life

39. …BUT ONLY 10%-30%
HAPPINESS IS PREDETERMINED
*Shawn
Achor,
The
Happiness
Advantage

40. SCIENTIFIC SENSE
BRAINS PROCESS
40 BITS PER SECOND
BUT WE RECEIVE
11 MILLION BITS
*informa=on
transmission
rate
of
each
5
senses
per
second
ALL KNOW NEGATIVE PPL
WE START TO BELIEVE IT

41. 90% OF HAPPINESS IS
HOW OUR BRAINS
PROCESS THE WORLD
CHANGE YOUR MINDSET, CHANGE YOUR WORLD
SCIENTIFIC SENSE
OUR BRAINS CAN BE
REWIRED FOR
HAPPINESS.

42. MASLOW’S HIERARCHY
OF HUMAN NEEDS
SCIENTIFIC SENSE

43. SCIENTIFIC SENSE

44. BUSINESS
THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS
LIFE
BUSINESS SENSE

45. BUSINESS SENSE
ZAPPOS
$0 to $3B*
$3B

46. BEST WORKPLACES vs S&P 500
BUSINESS SENSE
FOCUS ON CULTURE & EMPLOYEE WELL BEING

47. SCIENTIFIC SENSE

48. SCIENTIFIC SENSE
1998

49. A POSITIVE INTERACTION AT WORK HAS AN EFFECT
5X MORE PRODUCTIVE THAN A NEGATIVE ONE
SCIENTIFIC SENSE

50. SCIENTIFIC SENSE
effectsofhappinessonbusiness
Results based on median results of happiest co’s vs least happy co’s

51. COULD THAT WORK
FOR OUR
COMPANIES?!

52. HAPPINESS AS A BUSINESS MODEL

53. “GET THE CULTURE
RIGHT
THEN EVERYTHING ELSE
WILL FALL INTO
PLACE”
• RIGHT EMPLOYEES = RIGHT CORE!
• DO THE RIGHT THING = LONG TERM SUCCESS!
• COMPETITIVE EDGE IN PERFORMANCE = PROFITS!

55. CULTURE
ECOSYSTEM

56. CULTURE AND GROWTH
GROWTH
…
COMPLEXITY
FREEDOM
&
AUTONOMY
%
HIGH
PERFORMING
EMPLOYEES

57. 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!
CORE VALUES DEFINE CULTURE
ZAPPOS 10 CORE VALUES
CO-­‐OWNED,
ALL
KNOW!
#1
WOW
EVERYDAY
WORD
MEASURED
IN
COOKIES

58. CORE VALUES COMMIT, HIRE & FIRE
#1
Interview
Qstn
:
SCALE
1-­‐10
HOW
WEIRD
R
U!?!
GUIDES
BEHAVIORS
EVERY
DAY

59. 59
WARNING!

60. CULTURE
VALUES + BEHAVIORS + PURPOSE
PRACTICED OVER TIME

61. HOW DO YOU USE
HAPPINESS AS A BUSINESS MODEL?

62. CONNECTEDNESS
ENGAGEMENT
COMMUNICATION
RESULTS
LIFE SPAN!

63. CASUAL COLLISSIONS - YOU CAN’T SCHEDULE INNOVATION
CONNECTEDNESS

64. EXPECTATIONS!
EMOTIONS!
EXPERIENCE!
STORIES!
CULTURE!
PERSONAL !
EMOTIONAL !
CONNECTION!
CONNECTEDNESS
CELEBRATE!
BIG TIP!

65. LIFE COACH
SENSE OF PROGRESS
ZU CLASSES RECOGNITION
MERCH TEAM 6MO
PROMOTIONS

66. BUILDS:
AUTONOMY
INNOVATION
LEADERSHIP
SENSE OF CONTROL

67. HIGHER PURPOSE
GIVES MEANING TO WORK
INSPIRES EMPLOYEES & CUSTOMERS
COMPASS FOR DECISION MAKING

68. HIGHER PURPOSE = HIGHER PROFIT!
!
WORLD’S 50 FASTEST GROWING BRANDS!
!
THOSE WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%!
!

69. HIGHER PURPOSE
PURPOSE & VALUES DRIVEN COMPANIES
COSTCO
CONTAINER STORE
GOOGLE
JET BLUE
JOHNSON & JOHNSON
HONDA
LL BEAN
METHOD
PATAGONIA
REI
SOUTHWEST
TOM’S
TOYOTA
TRADER JOE’S
NEW BALANCE
STARBUCKS
AMAZON
BMW
CATEPILLAR
EBAY
IDEO
IKEA
WHOLE FOODS
ZAPPOS

70. IS HAPPINESS AT WORK!
NICE TO HAVE !
OR MUST HAVE?!

71. MASS PRODUCTION MODEL OF 1950’s
SQUEEZE THEM FOR EVERY DROP
YOU’RE LUCKY TO HAVE A JOB
TOP DOWN IS DYING
NICE TO HAVE?

72. WORK LIFE INTEGRATION
QUALITY OF LIFE OVER MONEY & STABILITY
MILLENIALS RISING
NICE TO HAVE?

73. TRANSPARENCY IS A TSUNAMI
MUST HAVE
PSST, YOUR CULTURE IS SHOWING

74. HAPPIER
EMPLOYEES
HAPPIER
CUSTOMERS= = SUCCESSFUL
COMPANIES
& MEANINGFUL
LIVES
51%
ñ
TURNOVER
22%
PROFITABILITY
ñ
7.5YEARS
HEALTHIER &
LONGER LIFE
TIPPING POINT?

75. SO, WHERE DO !
YOU START?!

76. 1. ASK
WHAT DOES YOUR CULTURE
LOOK LIKE?

77. START EARLY.
2. DEFINE YOUR CORE VALUES
WHAT ARE YOUR
- PERSONAL values
- COMPANY’S values
?
DO THEY ALIGN?

78. WHAT’S THE LARGER
VISION AND GREATER
PURPOSE IN THEIR
WORK BEYOND MONEY
OR PROFITS?
WHAT WOULD YOU BE
PASSIONATE ABOUT DOING
IF YOU DIDN’T FEAR
FAILURE AND DIDN’T MAKE
ANY MONEY FOR 10
YEARS?
3. VISION & PURPOSE FOR EMPLOYEES
ENTREPRENEURS

79. MANAGERS AMPLIFY CULTURE
BIG TIP
FOCUS ON MANAGERS

80. COMMITMENT
WALK THE TALK
SHORT TERM THINKING
CAUTION!

81. IT’S ALL!
ABOUT !
ALIGNMENT !
REMINDER

82. SO…!
CAN YOU !
QUANTIFY THAT?!

83. NIC MARKS, TED SPEAKER
HOUSE OF PARLIAMENT 2012
HAPPINESS AT WORK SURVEY
YES!!!

84. HAPPINESS ROI CALCULATOR!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU

85. ZAPPOS CULTURE BOOK!
TOOLS FOR YOU
Email
CHAT@DeliveringHappiness.com

86. SHOP@DH
FEEL GOOD WHILE YOU DO GOOD!
DELIVERINGHAPPINESS.COM
TOOLS FOR YOU

87. WHAT ARE YOU WAKING UP FOR?
IMAGINE…
a world where happiness & wellbeing are
prioritized

88. THANK YOU!
THEN DO.
Create change in the world more than we
ever thought possible… with happiness.

89. HOW CAN WE HELP?
CULTURE BOOK
CHAT@DELIVERING
HAPPINESS.COM
TO LEARN MORE
SHEREEN@DELIVERING
HAPPINESS.COM
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT

90. at WORK
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM
SHEREEN@DELIVERINGHAPPINESS.COM