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WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 JENN LIM CEO & CHIEF HAPPINESS OFFICER

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WELLS FARGO LEADERSHIP & LEARNING CONFERENCE PHOENIX, AZ 07 APRIL 2014 JENN LIM CEO & 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 PREDICTING WHAT CAN SUSTAIN IT.


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REFLECTION HOW DID I GET HERE ? WHY AM I SO PASSIONATE ABOUT HAPPINESS?


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OH @#$%


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CAN COMPANIES REALLY BE SUCCESFUL WITH HAPPINESS AS A BUSINESS MODEL?


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“A WOMAN’S DREAM CLOSET…” ZAPPOS KENTUCKY WAREHOUSE


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EXPECTATIONS EXPERIENCE EMOTIONS STORIES CULTURE PERSONAL EMOTIONAL CONNECTION


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CULTURE #1 PRIORITY?


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RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS CULTURE AND HIGHER PURPOSE


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WF 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


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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 BOOK THE CULTURE BOOK


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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


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EVER WONDER IF ANYONE READS CORE VALUES ON THE BOARDROOM PLAQUE (LET ALONE LIVE BY THEM)?


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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


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20 WELLS FARGO VALUES PEOPLE ETHICS “WHAT’S RIGHT FOR CUSTOMERS” DIVERSITY & INCLUSION LEADERSHIP


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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


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BEST WORKPLACES VS. S&P 500 GREAT PLACE TO WORK/ FORTUNE MAGAZINE, 2010


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AN 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? 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 VALUES IT’S HARD. START EARLY. WHAT ARE YOUR - COMPANY’S - PERSONAL CORE VALUES? DO THEY ALIGN?


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3. COMMIT TO TRANSPARENCY BE REAL. BE YOURSELF. WHEN PEOPLE ARE, THERE’S LESS TO FEAR. (WHILE SAVING TIME, EFFORT AND ANXIETY) WORK | LIFE INTEGRATION EXAMPLES: VENDOR EXTRANET TWITTER.ZAPPOS.COM “ASK ANYTHING” TOURS & MEDIA VISITS ZAPPOS INSIGHTS


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4. VISION


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5. 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.


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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 HAPPINESS HAVE 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 WARE 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


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HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS


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IF RESEARCH SHOWS VISION MEANING HIGHER 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 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 WHOA.


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I CAN BE A CMP!


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THEN, THE BUS TOUR…


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WE HEARD FROM AROUND THE WORLD UNIFIED BY 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 SENSE BUSINESS SENSE HUMAN SENSE


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HOW?


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HAPPIER COMPANIES HAPPINESSATWORKSURVEY.COM


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TIPPING POINT OF HAPPINESS


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BE 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) NEXT STEPS…IMAGINE


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BUILD 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 NEXT STEPS…IMAGINE


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CHANGE YOUR WORLD, CHANGE THE WORLD HIGHER PURPOSE WHAT ARE YOU/YOUR TEAM DOING BIGGER THAN BOTH NEXT STEPS…IMAGINE


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THEN DO.


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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


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