Sept 17th, 2014 in Los Angeles and American Express Global Business Travel -Shereen Eltobgy - Delivering Happiness

1. American Express !
Global Business Travel!
!
September 2014!
!
SHEREEN H. ELTOBGY (Coach SHE)!
Happiness Development Diva!

3. WELCOME!
American Express!
Global Business Travel!
!
One Network !
ONE DREAM!

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

5. TAKE A MOMENT TO THINK…

6. Newsflash!!
!
American Express Global Travel!
Create & Sell pleasurable experiences.!
!
Delivering Happiness!
!
!
One Network!
ONE DREAM!

7. 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

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

9. WHO’S SHEREEN FROM
DELIVERING HAPPINESS?
here ?
WHY am I

10. HAPPINESS DEVELOPMENT DIVA
Run!... don’t walk

11. AEGBT Travel Partner Network Markets
Countries
here today ?

12. Today!
1. STORY of Tony Hsieh, CEO of Zappos.com
& his journey to Deliver Happiness
2. SCIENCE & SECRETS behind his success
3. WHY it matters to you and your business
$!
Stretch Break
4. The DH Model & Frameworks
5. Your roadmap to profits, passion & purpose

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

19. CULTURE… WOW!
#1 PRIORITY

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

21. !550,000 COPIES SOLD!
20 LANGUAGES!
!
!
!#1 BESTSELLER: !
!NYTIMES!
!WSJ!
!AMAZON!
!BARNES & NOBLE!
!BORDERS!
!
!
!
!
!!
WHOA.!
2010

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

23. HOW? PCC

24. 87% UNHAPPY AT WORK!
*
Gallup
State
of
the
Global
Workplace
2013

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

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

28. SUCCESS HAPPINESS

29. HAPPINESS SUCCESS

30. 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
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
*
Bronnie
Ware,
Pallia<ve
Care
Nurse
for
pa<ents
in
last
12
weeks
of
life

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

32. IN LIFE
AND
AT WORK ?
HOW CAN WE
BE BETTER
HAPPINESS…Does it make SENSE!?!

33. SCIENTIFIC SENSE
1998

34. SCIENTIFIC SENSE
Positive Psychology. Positivity. Happiness.
Martin SeligmanShawn Achor
Barbara Fredrickson

35. SCIENTIFIC SENSE
MASLOW’S HIEARCHY
OF HUMAN NEEDS

36. SCIENTIFIC SENSE

37. BUSINESS SENSE
THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS
BUSINESS
LIFE
REALIZATION!: The Same Model CAN Apply!

38. BUSINESS SENSE
$0 to $3 BILLION*
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2B
$3
B
ZAPPOS

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

40. BUSINESS SENSE
HIGHER PURPOSE = HIGHER PROFIT!
!
BRANDS!
GROWING FASTEST !
50 OUTPERFORMED TOP PERFORMERS…EXPONENTIALLY! !
!

41. Happiness & Wellbeing
Values & Higher Purpose
Accenture
Amazon.com
Apple
Coca Cola
Google
Petrobras
Samsung
Starbucks
Zappos
IBM

42. MAKES SENSE
effects of happiness on business
Results based on median results of happiest co’s vs least happy co’s

43. NICE TO HAVE?
or MUST HAVE?
MILLENIALS RISING
1. WORK LIFE INTEGRATION
2. QUALITY OF LIFE OVER MONEY & STABILITY
3. TRANSPARENCY = TRUTH (social media)

44. COULD THAT WORK
FOR OUR
COMPANIES !
& OUR TEAMS?!

45. STRETCH !
BREAK! !
!
1 weird thing that !
makes you happy!

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

47. HAPPINESS AS A BUSINESS MODEL

48. “GET THE CULTURE RIGHT
THEN EVERYTHING ELSE
WILL FALL INTO PLACE”
AEGBT!
!RECRUIT & RETAIN the RIGHT EMPLOYEES!
DO THINGS RIGHT vs DO THE RIGHT THING!

49. Make Happy Work™ Model

50. Make Happy Work™ Model
CULTURE
• DNA of co.
• Core Values
• Behaviors /
Best Practices

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

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

53. CORE VALUES COMMIT, HIRE & FIRE
#1
IW
:
ON
SCALE
1-­‐10,
HOW
WEIRD?
CVs
GUIDE
BEHAVIORS
EVERY
DAY!

54. CULTURE
VALUES + BEHAVIORS
PRACTICED OVER TIME

55. Culture of Values
Ø How do we define our Culture?
Ø How do we define our Values?
Ø Do we check for Alignment??
Ø How important is our company culture?
Reality vs. Ideal

56. The Science of Happiness
…fuel for the engine

57. Make Happy Work™ Model
SCIENCE OF
HAPPINESS
• Connectedness
• Sense of Progress
• Sense of Control

58. CONNECTEDNESS
ü ENGAGEMENT
ü COMMUNICATION
ü RESULTS
ü LIFE SPAN
Results in:

59. AEGBT
Service
Delivery
Network
EMPLOYEE
ENGAGEMENT
Ini<a<ves
TRAVEL
CONSULTANTS
TEAM
LEADERS
MANAGEMENT
Management
onsite
and
virtual
site
visit
for
home
based
employees.
Annual
TeamWorks
event
Business
Reviews
Leadership
Training
Recogni<ons:
Pacese_ers
Employee
survey
and
feedback
from
employee
advisory
board
Coaching
&
Mentoring

60. AEGBT
Service
Delivery
Network
EMPLOYEE
ENGAGEMENT
Ini<a<ves
TRAVEL
CONSULTANTS
TEAM
LEADERS
MANAGEMENT
Management
onsite
and
virtual
site
visit
for
home
based
employees.
Annual
TeamWorks
event
Business
Reviews
Leadership
Training
Recogni<ons:
Pacese_ers
Employee
survey
and
feedback
from
employee
advisory
board
Coaching
&
Mentoring

61. SENSE OF PROGRESS
COACH & MENTOR
TRAIN & DEVELOP RECOGNIZE & REWARD
ü ENGAGEMENT
ü EMPOWERMENT
ü LEADERSHIP DEVELOPMENT
ü TEAM STRENGTH
Results in:

62. SENSE OF CONTROL
ü TRUST
ü AUTONOMY
ü INNOVATION
ü LEADERSHIP
Results in:

63. 1 2 Science of Happiness
Ø Connectedness
How do people in our company connect?
How can we expand and improve these connections?
Ø Sense of Progress
How do employees perceive progress & growth in our
company? Do they have a clear path to learn, grow
& evolve?
Ø Sense of Control
What are the levels of TRUST?
How do they perceive autonomy & control
(positions / decisions) ?

64. Make Happy Work™ Model
Higher Purpose
• Meaning + Vision
• Greater than ME
• Collective Passion
• Job? Or Calling?
• More imp than $

65. HIGHER PURPOSE
ü GIVES MEANING TO WORK
ü INSPIRES EMPLOYEES & CUSTOMERS
ü GUIDES COLLECTIVE VISION & PASSION
Results:
ONE NETWORK. ONE DREAM. Dream BIG!!

66. Higher Purpose = Higher Profit

67. Higher purpose
3
Ø Do our employees know how our
company offers value to the world?
Ø Why should others be interested in
what I / WE are doing?

68. OK, I understand… But
where do I start? !

69. 1. ALIGN
Ask WHY
Ø Vision?
Ø Our Culture?
Ø Happiness & Wellbeing?
Ø Our Future?
Ø What is our WHY?

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

71. 2. ASSESS: MAP
Let’s Measure, Analyze & Plan
Ø Measure, Analyze, Report,
Benchmark
Ø MAP: Reflect & Plan
Ø Prioritize
Ø Project-ize

72. HAPPINESS @WORK SURVEY
NIC MARKS, TED SPEAKER
HOUSE OF PARLIAMENT 2012
YES!!!

73. 3. DEFINE
Let’s define what’s best for us…& launch!
Ø Core Values (personal, team, company)
Ø Higher Purpose
Ø Frameworks of Happiness
& Wellbeing

74. Happy ME™ = inspired leader
1 The
Power to
Choose
2
Pay It
5Forward The power
Being an
Inspired
Leader
3The Wonder
of Uncertainty
Personal
Higher
Purpose 4
of Thoughts
& Emotions

75. 4. LIVE & EMBED
Now we’re really on a roll!
Ø Live & Embed culture and frameworks
into day-to-day
ü HR Systems / Processes
ü Performance Management
ü Coaching & Mentoring
ü Reward & Recognition

76. BIG TIP
FOCUS ON MANAGERS & TEAM LEADERS
AMPLIFY CULTURE
People join great companies and leave bad
managers

77. 5. EVOLVE
Let’s learn, grow & evolve together!
Ø Re-measure
Ø Deepen Core Values
Ø Increase Happiness & Wellbeing
Ø Strengthen Best Practices
HAVE FUN
CELEBRATE!

78. We CAN
BE
BETTER
!
IN LIFE
&
AT WORK

79. HAPPINESS ROI
CALCULATOR!
TOOLS FOR YOU
CULTURE BOOK!
DELIVERINGHAPPINESS.COM

80. PASSION & PURPOSE
What’s the larger VISION
& GREATER PURPOSE in
their work, beyond
$$ or Profits?
WHAT WOULD YOU BE
PASSIONATE ABOUT DOING
If you didn’t fear failure?
If you could wave a magic wand?
ENTREPRENEURS

81. WHAT ARE YOU WAKING UP FOR?
IMAGINE…

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

83. QUESTIONS?
CULTURE BOOK
VHP COMMUNITY
CHAT@DeliveringHappiness.com
TO LEARN MORE
CULTURE@DeliveringHappiness.com
JOIN THE MOVEMENT
DELIVERINGHAPPINESS.COM
FACEBOOK.COM/DELIVERINGHAPPINESS
TWITTER | @DHMOVEMENT

84. Shereen@DeliveringHappiness.com
JenniferM.bff@DeliveringHappiness.com
JOIN THE MOVEMENT!
DELIVERINGHAPPINESS.COM