The key to customer engagement! Customer Focus Summit 2014 Cardiff, APRIL 2014 @CarlosPiera Global Happiness Navigator & CEO
TAKE A MOMENT TO THINK LIFE? WHAT ARE YOUR GOALS IN
WHAT ARE YOUR GOALS IN LIFE?
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. WHEN I GET I WILL BE HAPPY LOTTERY WINNERS TERMINALLY INJURED OR DISABLED
WORK? HOW CAN WE BE BETTER, AND WHAT S IT GO TO DO WITH
STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK
WHO S CARLOS FROM DELIVERING HAPPINESS? HERE? HOW DID I GET
WHY AM I SO PASSIONATE ABOUT It s easier to make someone cry than make someone laugh! 4-5 Years USA 16 Years 11 Years 22 Years 23 Years 24 Years
$2B COMPANY 8 MILLION CUSTOMERS FORTUNE S BEST PLACE TO WORK
DH STORY $265M OH @#$%
SF1999 DOT-COM FIRST IPOD 35 EMPLOYEES GROWING BUST GROWING
A WOMAN S DREAM CLOSET AND GROWING ZAPPOS KENTUCKY WAREHOUSE
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 #1 PRIORITY FREE SHIPPING, 800# EVERY PAGE, 24HR CALL CENTER, 365 DAY RETURNS 75% REPEAT CUSTOMERS
CULTURE #1 PRIORITY
WHAT IS CULTURE? 16
HOW IS CULTURE #1 PRIORITY? HIRE, MEASURE, FIRE 5 WEEKS OF TRAINING $4000 TO QUIT CULTURE BOOK
CORE VALUES = DEFINE CULTURE ZAPPOS 10 CORE VALUES 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
HAPPY COMPANY! EMPLOYEES = HAPPY CUSTOMERS = SUCCESSFUL
ZAPPOS GROWTH USING HAPPINESS AS A BUSINESS MODEL NOV 09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION
DH STORY $1,2B $265M OH @#$% Culture Book 2010 DH Book
! 550,000 COPIES SOLD 20 LANGUAGES WHOA.! #1 BESTSELLER:! NYTIMES! WSJ! AMAZON! BARNES & NOBLE! BORDERS! 2010
2010 DELIVERING HAPPINESS BUS TOUR
GLOBAL OVER 100k PEOPLE IN 100 COUNTRIES
WE HEARD FROM AROUND THE WORLD NO MATTER WHAT BACKGROUND CULTURE IDEAS JOB UNIFIED BY THE SAME VISION HAPPINESS
PURPOSE: HELP COMPANIES ACHIEVE PROFITS, PASSION AND PURPOSE WITH COACHING CONSULTING METRICS & TOOLS THROUGH SCIENCE OF HAPPINESS & PRINCIPLES FROM BOOK
DH STORY DH Movement 2011 $1,2B $265M DH@Work YOU! 2014 OH @#$% Culture Book 2010 DH Bus DH@School (BETA) DH Book Shop@DH
THAT S GREAT, BUT WHY SHOULD I TRUST YOU
STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK
$ THE CASE FOR HAPPINESS HUMAN SENSE
THE CASE FOR HAPPINESS HUMAN SENSE
FAST FORWARD: TOP 5 REGRETS IN LIFE 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 I WISH I D HAD THE COURAGE TO EXPRESS MY FEELINGS I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS I WISH I HAD LET MYSELF BE HAPPIER * Bronnie Ware, Pallia1ve Care Nurse caring for pa1ents in last 12 weeks of life
HAPPINESS IS PREDETERMINED BUT ONLY 10% *Shawn Achor, The Happiness Advantage
If you treat a patient, you can win or lose......if you treat a person, you always win! Patch Adams 37
$ THE CASE FOR HAPPINESS SCIENTIFIC SENSE 38
THE CASE FOR HAPPINESS SCIENTIFIC SENSE 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD OUR BRAINS CAN BE REWIRED FOR HAPPINESS. CHANGE YOUR MINDSET, CHANGE YOUR WORLD
THE CASE FOR HAPPINESS SCIENTIFIC SENSE Nic Marks Tal Ben Sahar Shawn Achor Eduard Punset Dr. Seligman Barbara Fredrickson
THE CASE FOR HAPPINESS SCIENTIFIC SENSE
THE CASE FOR HAPPINESS SCIENTIFIC SENSE HAPPINESS FRAMEWORK #1
HAPPINESS FRAMEWORK #2 MASLOW S HIEARCHY THE CASE FOR HAPPINESS SCIENTIFIC SENSE
HAPPINESS FRAMEWORK #3 3 TYPES OF HAPPINESS
$ THE CASE FOR HAPPINESS BUSINESS SENSE 45
72% UNHAPPY AT WORK * DeloiKe ShiM Index 2010
$500B Gallop 20XX IN LOSSES :( Gallup 2011
WHAT IS IT Gallop 20XX COSTING YOU? Gallup 2011
Happiness ROI Millions of 15 M 16.2 M 10 M 5 M 5.4 M 0.06 M 0.3 M 0.6 M 2.7 M 100 500 1,000 5,000 10,000 30,000 # of Employees 46
$ THE CASE FOR HAPPINESS BUSINESS SENSE
$ THE CASE FOR HAPPINESS BUSINESS SENSE THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS BUSINESS LIFE
$ THE CASE FOR HAPPINESS BUSINESS SENSE HAPPY EMPLOYEES = HAPPY CUSTOMERS = SUCCESSFUL COMPANY
$ THE CASE FOR HAPPINESS BUSINESS SENSE 49
HOW COULD THAT WORK FOR MY COMPANY?
STORY OF DH A GUY NAMED TONY $2B COMPANY BUILT ON HAPPINESS SCIENCE AND NUMBERS HUMAN + SCIENTIFIC + BUSINESS $ HOW YOU CAN APPLY IT IN LIFE AND AT WORK
3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL
VALUES&BEHAVIORS STAY ALIGNED! VALUES DEFINE CULTURE GUIDE BEHAVIORS FOR ALL EVERYONE S BUSINESS
3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL CULTURE = VALUES + BEHAVIORS PRACTICED OVER TIME
GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE
WARNING! EVER WONDER IF ANYONE READS CORE VALUES ON THE BOARDROOM PLAQUE (LET ALONE LIVE BY THEM)? 58
CORE VALUES EVERYBODY S BUSINESS #1 IW : HOW WEIRD ON SCALE 1-10 GUIDES BEHAVIORS EVERY DAY
3 MAIN INGREDIENTS TO HAPPINESS AS A BUSINESS MODEL 2. SCIENCE OF HAPPINESS SENSE OF PROGRESS SENSE OF CONTROL CONNECTEDNESS
SENSE OF CONTROL BE RESPONSIBLE & TAKE INITIATIVE!
SENSE OF PROGRESS GROW, MEASURE, CELEBRATE!
CONNECTEDNESS CREATE SINERGIES
CONNECTEDNESS CELEBRATE PERSONAL WEIRDNESS EMOTIONAL BIG TIP CONNECTION
HIGHER PURPOSE CREATE CHANGE IN THE WORLD! GIVES MEANING TO WORK INSPIRATION TO EMPLOYEES & CUSTOMERS GUIDE FOR DIRECTION
HIGHER PURPOSE THE MEANING OF LIFE IS TO FIND YOUR GIFT & THE PURPOSE OF LIFE IS TO GIVE IT - Pablo Picasso
SO, WHERE DO YOU START? TIPS & TOOLS FOR YOU
START by ASKING WHAT DOES YOUR CULTURE LOOK LIKE TODAY? WHAT s THE HAPPINESS LEVEL OF YOUR ORG?
HAPPINESS AT WORK SURVEY NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012 50,000 PEOPLE, 144 COUNTRIES
FREE :) HAPPINESS AT WORK SURVEY DELIVERINGHAPPINESSATWORK.COM
BIG TIP FOCUS ON MANAGERS MANAGERS AMPLIFY CULTURE PEOPLE JOIN COMPANIES, LEAVE MANAGERS
TIP CELEBRATE WEIRDNESS
REMINDER IT S ALL ABOUT ALIGNMENT
CULTURE PITFALLS COMMITMENT WALK THE TALK SHORT TERM THINKING
Next steps for you... Happiness at Work Survey ROI Calculator Culture Book noemí.bff@deliveringhappiness.com alvaro.friend@deliveringhappiness.com carlos@deliveringhappiness.com 84
at WORK YOUR FRIENDS ON THE JOURNEY TO HAPPINESS CARLOS@DELIVERINGHAPPINESS.COM ALVARO.FRIEND@DELIVERINGHAPPINESS.COM NOEMI.BFF@DELIVERINGHAPPINESS.COM