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Jenn Lim Keynote for Viacom, New York, NY - October 25, 2016
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Viacom_Jenn Lim_New York
- 1. VIACOM MEDIA NETWORKS NYC, NY 25 OCT 2016 JENN LIM CO-FOUNDER | CEO | CHIEF HAPPINESS OFFICER
- 2. QUICK POLLS ZAPPOS | DH PERSONAL HAPPINESS % OF PEOPLE UNHAPPY AT WORK IN THE WORLD
- 3. HAPPINESS IS THE PURPOSE OF OUR EXISTENCE HAPPINESS IS DEPENDENT ON OURSELVES ARISTOTLE 200 BC
- 5. WHAT IS YOUR GOAL IN LIFE?
- 6. * 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015 ROI OF HAPPINESS BEST CO’S NEARLY 3X HIGHER RETURNS
- 7. employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone) Gallup 2012
- 9. TIME TO REFRAME THE WAY WE WORK
- 10. TIME TO REFRAME THE WAY WE WORK HOW?
- 12. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” – MAYA ANGELOU
- 13. • EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE PERSONAL EMOTIONAL CONNECTION
- 15. HOW IS CULTURE #1 PRIORITY? • HIRING FOR CULTURE • 5 WEEKS OF TRAINING • PAY TO QUIT • ZAPPOS CULTURE BOOK
- 16. CULTURE AND CUSTOMER SERVICE SEVERAL BILLION $ COMPANY 1999 – TODAY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION** *GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
- 17. CULTURE OF HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED: 1. COMMITMENT 2. CORE VALUES 3. TRANSPARENCY 4. RELATIONSHIPS 5. THE RIGHT TEAM 6. PURPOSE HOW?
- 19. WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US? SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
- 20. HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
- 21. MIHÁLY CSÍKSZENTMIHÁLYI a HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
- 22. HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
- 28. “THE BLEED” IN LOSS AND UNREALIZED PROFITS ROI OF A HAPPY CULTURE
- 29. ROI OF HAPPY CULTURE ELTV EMPLOYEE LIFETIME VALUE RREP RECRUITING RETENTION ENGAGEMENT + PRODUCTIVITY RECRUITIN G PRODUCTIVITY ENGAGEMENT RETENTION
- 30. IDENTIFY THE TRIAGE ROI FOR YOUR ORG RESEARCH FROM GREENHOUSE TRIAGE SITUATIONS TRIAGE SOLUTIONS LOW RETENTION | HIGH ATTRITION COSTING 150-300% OF SALARY 10 PPL X 80K = $1.2M ADDL COSTS LOW ENGAGEMENT LOW PRODUCTIVITY | PERFORMANCE | OUTPUT WHERES THE TALENT? HIGHER PEOPLE COSTS HAVE TO HIRE 2.5 VS 1 ENGINEER (x2.5 EXPENSES) CREATE A SUSTAINABLE CULTURE INCREASE TENURE BY 3-5 YEARS IMPROVE LEADERSHIP TRAINING (50% LEAVE BC OF MANAGER; 33% BC OF CULTURE) ALIGN COMPANY PURPOSE/VALUES WITH EVERYONE HAPPIER EMPLOYEES = HAPPIER CUSTOMERS = HAPPIER ECOSYSTEM BETTER RECRUITS THRU CULTURE PERFORMANCE + OUTPUT (E.G. >20% SALES, >22% PROFITABILITY)
- 31. ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
- 33. THE HOW OF SUSTAINABLE CULTURE
- 34. Straight Talk, Personal Accountability, Raise the bar THE WHAT OF SUSTAINABLE CULTURE
- 35. THE WHO OF SUSTAINABLE CULTURE
- 36. THE WAYS +HOW+ WILL HAPPEN
- 37. “With TOMS doubling in size within a year, we were trying to manage what it takes to grow culture between the “original” team and the “new” team. After Blake and team met with Tony, Jenn and Delivering Happiness we were inspired to focus on culture. As a result we’ve launched our own core values and we’re now all moving in the same direction!” — Amy Thompson, Chief People Officer, TOMS HAPPINESS…DELIVERED.
- 39. BE TRUE TO OUR WEIRD SELVES LIVE OUR VALUES, PASSIONS AND PURPOSE PRIORITIZE SUSTAINABLE CULTURE + STRATEGY IMAGINE… VIACOM’S NEXT CHAPTER
- 40. …THEN DO.
Editor's Notes
- FORTUNE 100 BEST CO’S TO WORK FOR -- THE ONES TAKE CARE OF PPL AND FOCUSD ON CULTURE = 3X HIGHER RETURNS* -- See co’s focusing on culture changing the game and experiencing results far beyond S&P v best FORTUNE BEST workplaces focus on culture & needs of employees reaching new heights in biz results -- Culture defines these things (wholeness, meeting human needs, ability to be ourselves, be accepted, values, meaning in work..) * CUMULATIVE STOCK MARKET RETURNS
- Does anyone know this guy? 72% unhappy. Either disengaged, working below potential, or actively sabatoging 1 in 7. Is it you? Is it person next to you? Your boss?
- WHAT DO CUSTOMERS EXPECT? WHAT DO CUSTOMERS ACTUALLY EXPERIENCE? WHAT EMOTIONS DO CUSTOMERS FEEL? WHAT STORIES DO THEY TELL THEIR FRIENDS? HOW CAN CULTURE CREATE MORE STORIES AND MEMORIES?
- PPT version JENN- RREP recruiting retention engagement Productivity ADD CALLOUTS to illustrate what the pains are, that they have but might not know Culture summit speaker- from greenhouse Describe what this is in CLEAR way Co’s always talking about the customer lifetime valuye Never serously thought about what the emp lifetime value is Just as imp if not more Hard to put it to roi But can put it to roi Recruiting hirining onbarding managing of that persontraining and then the culture and management determines how long the emp stays Each of these points are what we’re addressing in culture of happiness Attration retention hiring This is how we can be more scientific and measurable on roi of emp happiness
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.
- I don’t know what you say here, but I would say something like : Paraphrase: Congrats…if you’re into this happiness thing, then good news! You’re already on the way through the first phase of the roadmap we use for our consulting work: the inspire phase. And that’s not a throwaway point…Inspiration is crucial. Until there is the feeling of possibility and shared inspiration, and an understanding of some of the facts that support it, you can’t create the momentum necessary to shift toward a sustainable happy culture. But once you and your organization have that inspiration, the sky is the limit. You can then shift to the next phase: ”Assess”. ’You need to measure (quantitatively and qualitatively) your culture accurately to create a baseline measurement, which helps you to figure out what is working and what improvements can really be made. Traditionally, culture and happiness have been challenging to measure, s they were considered fluffy. But as we’ve shown today, we know it’s not. To that end, we’ve worked to offer two different surveys, one for culture and one for happiness…etc etc… NOTE: I could also imagine some slide animiation NOTE: In the notebook, you’ll find links for both assessments! Take them for a spin.