Presentación de Sunny Grosso en el HR Tech Conference sobre la importancia de tener empleados felices en la empresa.

1. LESSONS LEARNED
AND HOW TO BUILD
YOUR BEST CULTURE
EMPLEOSTI
MEXICO CITY | JULY 2018
SUNNY GROSSO
CULTURE CHIEF

2. @SunnyGrosso
@DHMovement

3. WHAT ARE
YOUR GOALS
IN LIFE?
WHY DO YOU DO
ANYTHING
YOU DO?
@SunnyGrosso
@DHMovement

4. Own
Biz
Fall in
Love
Lose
Weight
IT
Hero
@SunnyGrosso
@DHMovement

5. HAPPINESS IS THE
PURPOSE OF OUR
EXISTENCE
HAPPINESS IS
DEPENDENT ON
OURSELVES
ARISTOTLE
200 BC@SunnyGrosso
@DHMovement

6. OUR BRAINS ARE
HARDWIRED TO SEEK
HAPPINESS
YET WE’RE SUPERBAD
AT PREDICTING
WHAT WILL SUSTAIN IT
@SunnyGrosso
@DHMovement

7. I’LL BE HAPPY WHEN I GET _________.
LOTTERY WINNERS
TERMINALLY ILL
BOOMERGEN XMILLENNIAL

8. 1/3 OF OUR LIVES
DETERMINES HAPPINESS
AT WORK?

9. A SIMPLE FORMULA
HAPPY
EMPLOYEES
HAPPY
CUSTOMERS=
SUCCESSFUL
COMPANY
& MEANINGFUL
LIVES
=
@SunnyGrosso
@DHMovement

10. H O W ?
@SunnyGrosso
@DHMovement

11. … FLATLINED
DIFFERENT
& HAPPY!
LOSS
LOST
ALONE
WOOHOO!
OH
@#$%
ULTRA-
RUNNER
WHY AM I
NOT
HAPPY?
DH
ZAPPOS
POSITIVE PSYCH
TIME
HAPPINESS
+
|
START HERE.

12. “PEOPLE WILL FORGET WHAT YOU SAID,
PEOPLE WILL FORGET WHAT YOU DID, BUT
PEOPLE WILL NEVER FORGET
HOW YOU MADE THEM
FEEL.”
– MAYAANGELOU

13. ZAPPOS
KENTUCKY WAREHOUSE
ARMARIO DE
ENSUEÑO DE UNA
MUJER?

14. • EXPECTATIONS
• EMOTIONAL NEEDS
• EXPERIENCE
• STORIES
• SUPERFANS
PERSONAL
EMOTIONAL
CONNECTION
EMOTIONS MATTER

15. NO. 1 PRIORITY?

16. • HIRE MEASURE & FIRE
• $4000 OFFER TO QUIT
($76,000 PESOS)
HOW? COMMIT!

17. COMPLETELY UNEDITED
EXCEPT FOR SPELLING
SNAPSHOT OF CULTURE EVERY YEAR
SHOWS WHATS GOOD & WHAT TO IMPROVE
NOW THE BRAND BOOK TOO
JAPAN AND BRAZIL LOVE ZAPPOS
EVEN THOUGH THEY DON’T SHIP THERE
HOW? COMMIT!

19. COMMITTABLE CORE VALUES
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 WithCommunication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
NOT ASPIRATIONAL, PERSONAL
GOOGLE TEST

20. 3. Create FUN and a Little WEIRDNESS
IW. INACTION..
HIRE

21. 10. Be HUMBLE
… AND FIRE
360’S. IW.

22. NOV ‘09AMAZON ACQUI*RES ZAPPOS
SOLD TO AMAZON FOR $1.2 BILLION**
*GROSS MERCHANDISE SALES
**SHARE VALUE AT THE TIME OF CLOSING
FOCUS ON CULTURE AND HAPPINESS?
MULTI-BILLION $ COMPANY
1999 – TODAY
ZAPPOS GROWTH

23. * 3x Higher Cumulative Stock Market Returns , Russell Investment Group, GPTW 2015
BEST CO’S
NEARLY 3X
HIGHER
RETURNS
NOT JUST ZAPPOS

24. #1 ISSUE FOR BUSINESS LEADERS
(Deloitte Human Capital Trends 2016)
CULTURE more important than STRATEGY

25. …AND THE NEXT GENERATION
ABOVEANY OTHER SINGLE JOB FACTOR MILLENNIALS WANT
GREAT WORK CULTURE
CULTURE IS THE
NEW CONTRACT

26. 85% OF THE WORLD
GALLUP 2017
$7T

27. THE COST
GALLUP 2014
ATTRACTION
I N N O VAT IO N
WHO LEAVES?
BRIGHT ONES
$47,000 PESOS Person/Yr

28. HOW DID WE GET HERE?

29. MASS PRODUCTION MODEL 1950’s
HOW MUCH HAS IT CHANGED?
HOW DID WE GET HERE?

30. CULTURE BY DEFAULT
BARRON LANDSCAPE
SMART PERSON IN POOR ENVIRONMENT, THE SYSTEM WILLWIN.

31. CULTURE BY DESIGN
GREENHOUSEFOR HUMAN CAPACITY
AVERAGE PERSON IN GREAT ENVIRONMENT, WILLRISE.

32. US EMPLOYEE ENGAGEMENT 2011- 2017YEARLYAVERAGES
% ENGAGED EMPLOYEES
STILL32%!
ENGAGEMENT HAS BARELY BUDGED
75% FAILURE RATE
*THE GAP IS WIDENING*
$1.5B ON CULTURE 2016
*GALLUP 2017

33. REFRAME
THE WAY WE
WORK

34. W H AT D O E S T H E
S C I E N C E
H A V E T O S A Y ?

35. SUCCESS HAPPINESS
?

36. HAPPINESSSUCCESS

37. BRONNIE WARE, TOP 5 REGRETS OF DYING
…THE COURAGE TO
EXPRESS MY FEELINGS
…LET MYSELF
BE HAPPIER
…NOT WORKED
SO HARD
I WISH
I HAD…
…THE COURAGE
TO LIVE A LIFE
TRUE TO MYSELF,
NOT THE LIFE
OTHERS
EXPECTED
#1
…STAYED IN TOUCH
WITH FRIENDS
TOP 5 I WISH’ES IN LIFE

38. HOW DO WE CHANGE
I WISH TO I LIVED?
TOP 5 I WISH’ES IN LIFE

39. WE NEED TO MOVE FUTHER UP THE PYRAMID
TIME TO MOVE UP

40. BASED ON PLEASURE
ADVERS E GENE RE ACTION
IMMUNE, ANTIVIRAL, INFLAMMATORY
BAS ED ON PU RPO SE
FAVORABLE GENE REACTION
IMMUNE, ANTIVIRAL, INFLAMMATORY
2013 FREDRICKSON FOR UCLA
QUE ES MAS FELIZ?

41. MIHÁLY
CSÍKSZENTMIHÁLYI
a
HAPPINESS FRAMEWORK 3
3 TYPES OF HAPPINESS

42. HAPPINESS FRAMEWORK 4
PARALLELS OF A GREAT BUSINESS AND HAPPINESS

43. EFFECTS OF HAPPINESS ON WORK

44. WE ARE ALWAYS
EITHER AFFECTING
OR INFECTING
OTHERS
YOU’RE CONTAGIOUS
WHAT IS YOUREMOTIONAL WAKE?

45. H O W D O W E
A P P L Y T H I S ?

46. WHOA.
ñ
.

48. 300 COMPANIES
1MILLION IMPACTED
ñ
COACH-SULTING

49. HAPPINESS DELIVERED

50. ?
COMPANY 2X PEOPLE GROWTH YEAROVERYEAR
CAN’TADAPT FAST ENOUGH WITH RATE OF CHANGE
SEPARATION OF OLD VS NEW SCHOOL(LOW MORALE)
!
ALIGN THRU CULTURE
FOCUS ON SHARED PURPOSE VS DIFFERENCES
OUTCOMES
LAUNCHED OWN FOUNDATION OF CULTURE
TEAM FINALLY MOVING IN SAME DIRECTION
HIGHER ENGAGEMENT + PRODUCTIVITY
SUCCESS!
IN ALIGNMENTACROSS PEOPLE+ PURPOSE
HAPPINESS DELIVERED

51. HAPPINESS DELIVERED

52. ?
INTEGRATE HAPPINESS INTO GOV
!
FOUNDATIONALDH WORKSHOPS
REFINE + CO-CREATE PURPOSEAND VALUES
TRAIN THE TRAINER
OUTCOMES
- PM ANNOUNCESMINISTER OF HAPPINESS
- GOV SCALING DH WORKSHOPACROSS GOV ENTITIES
SUCCESS!
Good governance is about nothing more or less than
creating happiness. It really is that simple.
-- Prime Minister of Dubai | UAE
HAPPINESS DELIVERED

53. H O W ? !

54. WHAT MAKES HAPPY WORK

55. Be yourself
Uplift others
Create fearlessly
Make it happen
Quality obsession
Fierceness
Go toe to toe with
colleagues
Super-pumpedness
VALUES
?
AND BEHAVIORS
A. B.

56. NOT ENOUGH TO LIST. GO VIRAL
MODEL, MEASURE,REWARD, STORIES
CV1 – Deliver WOW Through Service

57. WHAT MAKES HAPPY WORK?
Z

58. SENSE OF PROGRESS -NEW THRIVING
REGULARLY ROTATE BETWEEN NEW PRODUCTS + REGIONS
70% MILLENNIALS PLAN TO CHANGE JOBS IN 2 YEARS
NO 1 MOTIVATOR? PROGRESS.
ACAA SINGAPORE 2017

59. SENSE OF CONTROL
FREEDOM AND ACCOUNTABILITY

60. GROWTH…COMPLEXITY
MANAGE BY CULTURE
HIGHER INNOVATION
ENGAGEMENT

61. GROWTH…COMPLEXITY
MANAGE BY CONTROL
HIGH TURNOVER
LOW RETENTION

62. CONNECTEDNESS
DEPTH & BREATH
1 entrance
PEOPLE WITH A GOOD FRIEND AT WORK ARE 7X MORE ENGAGED

63. WHAT MAKES HAPPY WORK?

64. PURPOSEFUL WORKERS:
47% MORE LIKELY NET PROMOTERS
20% LONGER TENURE
HIGHER PURPOSE
Imperative US Purpose Index, 2015

65. EXTRINSIC
TIP: MONEY IS NOT ENOUGH!
INTRINSIC
MEANING
PRIDE
BELONGING
BONUSES
RAISES
I-PADS
ENDLESS CYCLE OF RAISES- NOBODY WINS!

66. WANT
GRATITUDE
DAILY
10%
EXPRESS
GRATITUDE
DAILY
88%
TIP: SHARE GRATITUDE
Source: Kaplan. 2012, John Templeton Foundation Gratitude Report
LET’S PRACTICE!

67. W H AT ’ S N E X T ?

68. __
TIPPING POINT?
@DHMovement

69. HAPPY
EMPLOYEES
HAPPY
CUSTOMERS=
SUCCESSFUL
COMPANY
& MEANINGFUL
LIVES
=
TIPPING POINT?

70. ROI OF HAPPY CULTURE
ELTV EMPLOYEE LIFETIME VALUE
HAPPY CULTURE THORUGH RREP: RECRUITING RETENTIONENGAGEMENT+ PRODUCTIVITY
RECRUITIN
G
PRODUCTIVITY
ENGAGEMENT
RETENTION
FRIENDS AT GREENHOUSE
$?

71. TRIAGE THE ROI FOR YOUR ORG
RESEARCH FROM GREENHOUSE
TRIAGE SITUATIONS TRIAGE SOLUTIONS
[1] LOW RETENTION | HIGH ATTRITION
COSTING 150-300% OF SALARY
10 PPL X 80K = $1.2MM ADDL COSTS
[2] LOW ENGAGEMENT+ OUTPUT
LOW PRODUCTIVITY | PERFORMANCE
HIGHER PEOPLE COSTS
2.5 VS 1 ENGINEER HIRES (x2.5 EXPENSES)
[3] WHERE’S THE CULTURE-FIT TALENT?
ZAPPOS 100MM IN WRONG HIRE LOSSES
CREATEA 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 = MORE ENGAGED
31%+ MORE PRODUCTIVE
BETTER RECRUITS THRU CULTURE
PERFORMANCE + OUTPUT
(E.G. >20% SALES, >22% PROFITABILITY)

72. 3 S T E P S
F O R Y O U

73. YOUR ROADMAP
There’s a huge difference between motivation, and inspiration.
~ Tony Hsieh

74. YOUR ROADMAP
Measurement makes it real.
~ Saying

75. Organizations change when people in them change.
~ Industry Saying
YOUR ROADMAP

76. 1. FIND YOUR SPONSORS
INFLUENTIAL
COMMITTED
ARTICULATE THE BIZ CASE
UNDERSTANDS REAL MEANING
& MAKE THE CASE

77. 2. MEASURE HAPPINESS

78. WHATARE YOUR
PERSONAL?
ORGANIZATIONAL?
BEHAVIORS?
HOWARE YOU
LIVING THEM
IN WORK?
IN LIFE?
3. DEFINE YOUR VALUES

79. REFRAME THE WAY WE WORK

80. ?
31 YEAR OLD MOBILE COMPANY STRUGGLING WITH
GROWTH, RETENTION ANDATTRACTION
!
DELIVERING HAPPINESS 3 DAY BOOTCAMP
REFRAME THE WAY WE WORK

81. ALIGNED PERSONALWITH
COMPANY VALUES
VALUE MOST RESONATESON
BUSINESS CARDS
“PEOPLE ASKED ‘CAN I WORK
FOR YOU’AND OUR COMPANY
AND SERVICE SOLD ITSELF”
REFRAME THE WAY WE WORK

82. TEAM LED EVENTS
Teams rotate hosting 1 event A month. Each team tried to exceed the others event competing in
everything from invitation letter design to the drinking games! We have arranged our 9th event now.
“
REFRAME THE WAY WE WORK

83. OUTCOMES
- 60 > TO 600 APPLICANTS/MONTH
- TURNOVER FROM 42% TO 3% 2016
- RECORD FINANCIALGROWTH IN 31YRS
NO.1 BEST PLACE TO WORK IN TURKEY
REFRAME THE WAY WE WORK

84. READY
TO
REFRAME?

85. WHAT IS ONE THING YOU ARE
INSPIRED BY?
SHARE!

86. 1. PRESENTATION
2. CULTURE PULSE
3. CULTURE BOOK
FREE…
SUNNY@DELIVERINGHAPPINESS.COM

87. WHAT IS ONE THING YOU WILL DO?
SUNNY@DELIVERINGHAPPINESS.COM

88. ENTONCES
HAZLO
SUNNY@DELIVERINGHAPPINESS.COM

89. CAMBIA TU MUNDO
Y JUNTOS,
CAMBIAREMOS EL
MUNDO
SUNNY@DELIVERINGHAPPINESS.COM

90. SUNNY@DELIVERINGHAPPINESS.COM

91. C U LTU R E B Y
D E F A U L T
C U LT U R E B Y
D E S I G N
UNINTENTIONAL CULTURE
=
UNINTENTIONAL RESULTS
RIGHT ENVIRONMENT
=
EVERY ONE CAPABLE OF AMAZING THINGS
?
STRATEGY