Philadelphia SHRM
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Zappos is a service company focused on customer service and company culture. They have built a culture centered around ten core values like delivering wow through service and creating fun. Zappos commits to its culture by hiring for culture fit, implementing culture reviews, and offering a pay to quit policy. Leaders drive the culture and help employees find purpose beyond profits. Programs like co-worker bonuses and anniversary celebrations reinforce the positive team spirit culture.
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This document outlines seven steps to building a brand that matters through a focus on culture. It discusses deciding on values and culture from the beginning, committing to transparency, crafting a compelling long-term vision, building relationships, hiring the right team, thinking long-term, and allowing culture to drive the company. The specific example discussed is Zappos and its emphasis on delivering happiness through excellent customer service and a fun, caring culture.Building the Zappos' brand 
Building the Zappos' brand Gerrit Brouwer (¸ñÀïÌØ)
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Presentation on the building of the Zappos.com brand indicating the core values. Culture, culture, culture.Zappos.com Building a Brand 
Zappos.com Building a Brand Jamienn1
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This document outlines seven steps to building a brand that matters: 1) Decide if your goal is a sustainable long-term brand; 2) Figure out your core values and culture from the start and ensure alignment; 3) Commit to transparency; 4) Establish a meaningful vision beyond just profits; 5) Build relationships rather than just networking; 6) Build your team to support your vision and culture; 7) Think long-term as overnight successes take years. It uses Zappos as a case study, highlighting how their focus on culture and customer service led to business success, including being acquired by Amazon for $1.2 billion.How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
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Zappos built a billion dollar company through a customer-focused culture that prioritized customer service and relationships. They hire based on cultural fit rather than just skills and base performance reviews partly on living the company values. This creates a fun, transparent culture where employees are passionate about the customer's experience.Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
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- Tony Hsieh is the CEO of Zappos, an online shoe and clothing retailer founded in 1999 that emphasizes outstanding customer service.
- Zappos has grown rapidly, now employing over 1,300 people and ranking highly on "best places to work" lists. They focus on delivering happiness to both customers and employees through their core values and culture.
- Hsieh discusses how Zappos' culture and commitment to customer service has led to high repeat customer rates, and how companies can build a strong brand by focusing on transparency, vision, relationships and long-term thinking over quick profits.Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureThor
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Zappos is committed to providing excellent customer service. They aim to wow customers at every step, from fast shipping and easy returns to friendly, helpful customer service. This focus on customer service has led to strong customer loyalty, with 75% of purchases coming from repeat customers who spend more on average than new customers. Word of mouth has significantly boosted Zappos' marketing, with over 40% of new customers coming from personal referrals. To build this customer-focused culture, Zappos commits to customer service in its mission, establishes core values centered on service, and actively manages culture company-wide with training, storytelling, and performance reviews based partly on living those values.Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
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Tony Hsieh, CEO of Zappos, discusses the company's background and culture. Zappos started as an online shoe retailer in 1999 and has since expanded to offer clothing, handbags, and other products. The company emphasizes outstanding customer service through fast shipping, easy returns, and friendly customer support. Zappos has experienced strong growth in sales and customer base due to its focus on customer satisfaction and building a positive workplace culture defined by its ten core values. Hsieh believes focusing on culture and customer happiness will lead to long term business success.Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
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Tony Hsieh founded Zappos in 1999 after selling his previous company LinkExchange to Microsoft for $265 million. Zappos started as an online shoe retailer and has since expanded into other clothing and accessory categories. The company emphasizes outstanding customer service through its 365-day return policy, fast shipping, and friendly customer service representatives. Zappos prides itself on its unique culture and core values such as delivering "WOW" customer service. The company believes that by focusing on its culture and putting customers first, it can build a long-term sustainable brand with high customer loyalty and repeat business.Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
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The document provides an overview of Tony Hsieh and Zappos. It discusses Tony's background and how he became involved with and eventually led Zappos. It then summarizes key aspects of Zappos' corporate background, culture of customer service, and strategies for building a brand focused on long-term sustainability and happiness. The presentation emphasizes Zappos' core values and culture as the foundation for its success.Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
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Tony Hsieh founded Zappos in 1999 and has since grown it to over $1 billion in annual sales. Zappos prioritizes excellent customer service, offering free shipping and returns along with a 365-day return policy. The company has over 1,000 brands and gets most of its business from repeat customers, who on average spend more than first-time customers. Hsieh attributes much of Zappos' success to its strong company culture and core values like delivering "WOW" customer service.Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
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Tony Hsieh, CEO of Zappos, discusses the company's core values of delivering happiness to both customers and employees. He emphasizes building a strong company culture based on transparency, commitment to relationships, and pursuing a long-term vision of happiness rather than short-term profits. Hsieh recommends other companies spend time studying the science of happiness and finding their higher purpose to help guide business decisions.Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
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- Alfred Lin provides a brief background on his career prior to joining Zappos, including founding Venture Frogs and investing in Tellme Networks and Zappos.com.
- Zappos was founded in 1999 and has grown to 1400 employees across its Las Vegas and Kentucky locations. It focuses on providing the best online shopping experience through fast shipping, free returns, and excellent customer service.
- Zappos prides itself on delivering happiness to both customers and employees. It emphasizes building a positive culture through its 10 core values like delivering wow through service, embracing change, and being passionate.Deliverying Happines
Deliverying Happinescabrito123
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The document provides an overview of Tony Hsieh and Zappos, including:
1) Tony's background and involvement in founding Zappos. Zappos is focused on delivering exceptional customer service and building a strong company culture.
2) Key details about Zappos' business like rapid growth, focus on customer satisfaction, and high rankings as a top company to work for.
3) Tony discusses the importance of culture, values, transparency, and thinking long-term to building a strong brand that customers love.Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01rock2468
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The document provides an overview of Tony Hsieh and Zappos, including:
1) Tony's background and involvement in founding Zappos. Zappos is focused on delivering exceptional customer service and building a strong company culture.
2) Key details about Zappos' business like reaching over $1 billion in sales and being recognized for excellent customer service. A large percentage of purchases are from repeat customers.
3) Zappos' core values that guide their culture, which aims to "Deliver Happiness" for both customers and employees. The company believes culture and relationships are crucial to long term success.Zappos Tony Hsieh
Zappos Tony Hsiehhein2006
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The document provides an overview of Tony Hsieh and Zappos. It discusses Tony's background and how he became involved with and eventually became the CEO of Zappos. It then summarizes key details about Zappos, including its growth, recognition, focus on customer service and culture. The presentation emphasizes Zappos' core values and culture, and how focusing on these areas has contributed to its success in delivering customer happiness and building a strong brand.Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
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Tony Hsieh founded Zappos in 1999 and has since grown it into a major online shoe and clothing retailer known for its excellent customer service. Some key points:
- Zappos has over 1,000 brands and 900,000 unique products in its warehouse. It prioritizes fast, free shipping and returns with a 365-day return policy.
- The company has over 1,400 employees and focuses heavily on building a strong company culture through its 10 core values like delivering wow through service.
- Zappos prides itself on excellent customer service and has high repeat customer rates, with over 75% of purchases coming from returning customers who spend more on average than new customers.Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
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1) The document provides background information on Tony Hsieh and Zappos. It discusses Tony's early career founding Venture Frogs and investing in Zappos in 1999.
2) It summarizes key aspects of Zappos' business including being focused on outstanding customer service with policies like free shipping and returns. Zappos prioritizes building a strong company culture.
3) The document emphasizes that Zappos' goal is to deliver happiness to both customers and employees through great customer service, strong company culture and values, and having a higher purpose beyond just making money.Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
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Tony Hsieh, CEO of Zappos, discusses the company's background and culture. Some key points:
- Zappos started in 1999 and has grown to 1400 employees, with half based in Las Vegas headquarters. It focuses on customer service, offering fast shipping and returns.
- The company prioritizes culture, with core values like delivering wow through service. It aims to create fun and a little weirdness.
- Zappos sees customer service as its main product. It works to create a positive experience for customers and build brand loyalty through word of mouth.Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
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1) Tony Hsieh founded Zappos in 1999 and has since grown it to over 1400 employees with headquarters in Las Vegas and Kentucky.
2) Zappos focuses on delivering exceptional customer service through fast shipping, easy returns, and friendly customer support. This emphasis on service has helped turn many first-time customers into repeat buyers.
3) Hsieh attributes much of Zappos' success to its strong company culture and core values like delivering "WOW" customer service and creating fun. He encourages other companies to focus on their culture, values, and long-term vision over short-term profits.How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
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Philadelphia SHRM
- 2. A little about me¡ Culture R&D Community, Experience, and Events
- 3. A service company that just happens to sell shoes, clothing, handbags, accessories, housewares¡
- 4. TOP 100 BEST 2009 #23 COMPANIES TO 2010 #15 WORK FOR 2011 #6
- 5. Headquarters: Henderson, NV Fulfillment: Shepherdsville, KY 1500+ employees
- 6. 1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried
- 7. Customer Service: What customers see first 24/7 1-800 number on every page Free shipping Free return shipping 365-day return policy
- 8. Customer Service: What customers experience Fast, accurate fulfillment Surprise Upgrades Occasionally direct to competitors¡¯ web sites
- 9. Customer Service: What we do internally No call times/sales goals Culture Reviews 4 weeks of training
- 10. Customer Service: What we do internally Pay to Quit Culture Book Interviews Based on Culture
- 11. NPS Scores The Ultimate Question Based on your recent experience, how likely would you be to recommend us to a friend or family member?
- 12. NPS Scores The Ultimate Question Based on your recent experience, how likely would you be to recommend us to a friend or family member? 93%
- 13. NPS Scores If you started your own service-based company, how likely would you be to hire the team member who assisted you?
- 14. NPS Scores If you started your own service-based company, how likely would you be to hire the team member who assisted you? 92%
- 15. Commitment to Transparency: Examples ¡°Ask Anything¡± newsletter Extranet for vendors Tours & reporter visits Twitter.zappos.com
- 16. OUR CULTURE
- 17. Where it began¡ 1994-1995: Pizza business in college ?1996-1998: LinkExchange (online advertising) ?1999: Venture Frogs (investment fund) ?1999-Today: Zappos.com, Inc.
- 18. DECIDING OUR VALUES & CULTURE
- 19. VALUES & CULTURE What are Gathering What are the values buy in from our values? of our best? the team.
- 20. 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
- 21. FROM IDEA TO ´¡°ä°Õ±õ°¿±·¡
- 23. RESEARCH SHOWS IT DOESN¡¯T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM AND CREATE ALIGNMENT
- 24. COMMITTING TO CULTURE Starts with HR
- 26. THE ROLE OF HR Risk Advisors Determine ¡°Culture Fit¡± Support the Culture Create Policies Around the RULE Not the Exception.
- 27. Committing to Culture: Examples Culture Contract Pay to Quit Culture Review Handbook
- 28. LEADERSHIP
- 29. EMPLOYEES: What¡¯s the larger vision and greater purpose in their work beyond money or profits?
- 30. VISION MOTIVATION vs. INSPIRATION
- 31. THE ROLE OF A LEADER Drive the Culture Help Your Employees Find Their Calling Create a Positive Team and Family Spirit
- 32. 10% - 20% Rule
- 33. PEC ¨C Personal Emotional Connection
- 34. PROGRAMS Core Value Co-Worker Bonus Zollar Store Anniversary
- 35. WISHEZ
- 36. EVENTS
- 41. Workspace
- 44. OPEN DOOR POLICY
- 47. WHAT CULTURE CAN DO FOR A COMPANY NOV ¡®09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
- 49. Thank you for allowing me to be here! Email me! Jamie@zappos.com Questions or Comments Tour of our office Copy of our culture book Want more? ZapposInsights.com