2. Peter Bach Syng!

3. Bay Jordan Put happiness on the bottom line

4. Putting Happiness at Work on the Bottom Line or The Financial Foundation for Happiness at Work Name: Bay Jordan Date: 20 May 2010 Location: Happiness at Work Conference Place: Copenhagen

5. Purpose To demonstrate how taking the statement “People are our greatest asset” literally can stimulate greater happiness at work!

6. Video

7. Introduction The story of “Johnny the Bagger”Johnny the Bagger From the Simple Truths book and DVD “The Simple Truths of Service” by Ken Blanchard and Barbara Glanz www.barbaraglanz.com

8. A Powerful Story “Service comes from the heart!” “Work is love made visible.” Kahlil Gibran

9. The Power of One Johnny made a difference! So what can I do? How can I make a difference?

10. The Challenge How do you make this kind of change permanent? How do you build it in to the organisational DNA?

11. What are Assets?

12. What are Liabilities?

13. The Balance Sheet Total Assets Total Liabilities = BUT… where are the people??

14. People as Assets! Here they are!!

15. The New Model Balance Sheet Total Assets Total Liabilities = Still!!

16. The Case For Action Accounting for people = happiness at work Removes dependency on particular individuals Happiness at work cemented into organisational DNA

17. “An excellent organisation is really just a cluster of people showing personal excellence in all they do.” Robin Sharma “A happy organisation is really just a cluster of happy people showing personal excellence in all they do.” Bay Jordan But to build happiness into your organisational DNA you need me, because I am currently the only one who has the genetic code!! Therefore: A happy organisation = an excellent organisation.

18. Jamie Naughton Delivering happiness

19. Delivering Happiness Jamie Naughton Cruise Ship Captain/Human Resources May 20, 2010

20. A little about me… 20 Joined Zappos in 2004 Human Resources background with an emphasis in Recruiting Currently oversee the Cruise Ship Operations Team

21. Zappos at a Glance Corporate Background 21

22. Customer service value proposition in action… Zappos is committed to WOW’ing every customer 22

23. Power of repeat customers and word of mouth... 23

24. 3 fundamental things we’ve learned are necessary for WOW service online: 24

25. Customer Service: What customers see first 24/7 1-800 number on every page Free shipping Free return shipping 365-day return policy 25

26. Customer Service: What customers experience Fast, accurate fulfillment Most customers are “surprise”-upgraded to overnight shipping Create WOW Friendly, helpful “above and beyond” customer service Occasionally direct customers to competitors’ web sites 26

27. Customer Service: What we do internally No call times The telephone is one of the best branding devices available No sales-based performance goals for reps Run warehouse 24/7 Inventory all product (no drop-shipping) 5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas office We’ll pay you $2000 to quit Culture Book Interviews & performance reviews are 50% based on core values & culture fit 27

28. Happiness @ Zappos 28

29. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? HAPPINESS why?

30. RESEARCH HAS SHOWN: People are very bad at predicting what will bring them sustained happiness. “When I get ___, I will be happy.” “When I achieve ___, I will be happy.”

31. HAPPINESS: There is a SCIENCE behind many aspects of business including: conversion psychology of buying direct marketing customer acquisition metrics repeat customer behavior, etc. What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINESS? How much HAPPIER could you be? How much HAPPIER could your employees be?

32. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? HAPPINESS why?

33. A Few Different Frameworks of HAPPINESS

34. Perceived Control Perceived Progress Connectedness Vision / Meaning (Being part of something bigger than yourself) A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:

35. Perceived Control Customer Loyalty Skill Sets No Annual Raises Pursue raises at your own pace by choosing what you want to learn. 35

36. Perceived Progress 36

37. Perceived Progress 37

38. Connectedness 38

39. Vision / Meaning 39

40. If the research shows that vision / meaning / higher purpose leads to happiness… What is your company’s higher purpose? What is your higher purpose?

41. Delivering HAPPINESS

43. Panel Fred Gratzon Åge Høy Pedersen Bay Jordan Jamie Naughton