Download - Zappos Preso 2010-05-18 ECEW
![Page 1: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/1.jpg)
1
Delivering Happiness
European Customer Experience World
Alfred Lin, COO/[email protected]
May 18, 2010
![Page 3: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/3.jpg)
’97-’98’94 ’99 ’05 - Today
A Little About Me (Alfred)
© 2009 sunnibrown.com
’01-’05
![Page 4: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/4.jpg)
Zappos.com, Inc. at a GlanceCorporate Background
– Founded in 1999
– 1800 employees (half in Las Vegas headquarters, half in Kentucky) #15 in 2010 FORTUNE MAGAZINE’s “100 Best Companies To Work For” #23 in 2009 – highest debut for a newcomer in 2009
– Zappos.com is “Powered by Service” Providing the best online shopping experience possible. Fast, Free Shipping. Free return shipping. 365-day return policy. Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
– Best selection Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs. Over 4 million items in warehouse 100% of products inventoried (no drop ship).
![Page 5: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/5.jpg)
Repeat customers and word of mouth...
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Gross Sales 1.6 8.6 32 70 184 370 587 841 1,014 1,187
$0
$200
$400
$600
$800
$1,000
$1,200
Gro
ss S
ales
$ (m
illio
ns)
![Page 6: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/6.jpg)
Customer Service: Establishing a personal emotional connection with the customer
See Experience Feel
What customers first see on Zappos.com web site?
What customers experience after their order?
What we do to establish a personal emotional connection?
• Great selection
• Easy to navigate web site
• 24/7 800 # on every page
• Free shipping
• Free return shipping
• 365-day return policy
• Fast, Accurate Fulfillment
• Most customers are “surprise”-upgraded to overnight shipping
• Friendly, helpful “above and beyond” customer service
• Occasionally direct customers to competitors’ web sites
• Manage Call Center Differently• No call times• No sales-based performance goals
for reps• Manage Fulfillment Differently• Run warehouse 24/7• Inventory all product (no drop-
ship)• Manage Culture Differently• Interviews and performance
reviews are 50% based on core values and culture fit• 5 weeks of culture, customer
service, and warehouse training for everyone in Las Vegas• Offer $2,000 for trainees to quit• Culture book
![Page 7: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/7.jpg)
Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
![Page 8: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/8.jpg)
Clothing
![Page 9: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/9.jpg)
Customer Service
![Page 10: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/10.jpg)
Culture
![Page 11: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/11.jpg)
Clothing, Customer Service, Culture
Customer Service
Clothing
Culture
![Page 12: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/12.jpg)
Delivering Happiness(customers and employees)
“People may not remember exactly what you did or what you said, but they will always remember
how you made them feel.”
© 2009 sunnibrown.com
![Page 13: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/13.jpg)
Building Great
![Page 14: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/14.jpg)
CULTURE“Committable Core Values”
Don’t make your core values just a meaningless plaque on the wall…
![Page 15: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/15.jpg)
Example: Core Values
1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
![Page 16: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/16.jpg)
“That’s great,but it would
never work at my company…”
![Page 17: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/17.jpg)
ALIGNMENTIt doesn’t matter what your
core values are…
as long as you commit to them.
![Page 18: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/18.jpg)
VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
![Page 19: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/19.jpg)
Don’t chasethe paper;chase theDREAM.
Sean Combs, a.k.a.
“Puff Daddy”
Biggie Smalls, a.k.a. “Notorious
B.I.G., ”
WORDS OF WISDOM
© 2009 sunnibrown.com
![Page 20: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/20.jpg)
ENTREPRENEURS:
“What would you be passionate about doing for 10 years even if you never made a dime?”
![Page 21: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/21.jpg)
EMPLOYEES:
What’s the larger vision and greater purpose in
their work beyond money or profits?
![Page 22: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/22.jpg)
What’s the greater vision and purpose of employees’ work?
Go beyond the profit motive.
© 2009 sunnibrown.com
![Page 23: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/23.jpg)
VISION
MOTIVATIONvs.
INSPIRATION
![Page 24: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/24.jpg)
Motivation is differentfrom inspiration.
© 2009 sunnibrown.com
© 2009 sunnibrown.com
![Page 25: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/25.jpg)
o 1999 Selection
o 2003 Customer Service
o 2005 Culture and core values as our platform
o 2007 Personal Emotional Connection
o 2009 Delivering Happiness
Evolution of a Brand
![Page 26: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/26.jpg)
What is your goal in life?
Take a step back.Stop and ask yourself:
© 2009 sunnibrown.com
![Page 27: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/27.jpg)
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? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?
![Page 28: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/28.jpg)
“If happiness is your goal,ask why 5 times about every matter.”
– Taiichi Ohno
whywhy
whywhy
![Page 29: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/29.jpg)
Research has shown that peopleare very bad at predicting whatwill bring us sustainedhappiness.
© 2009 sunnibrown.com
![Page 30: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/30.jpg)
HAPPINESSPeople 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.”
RESEARCH HAS SHOWN:
![Page 31: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/31.jpg)
• 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?
Happiness
![Page 32: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/32.jpg)
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? why? why? why?
why? why? why? why?
HAPPINESS
why? why? why? why?
![Page 33: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/33.jpg)
A FEW DIFFERENT
ON HAPPINESS
f r a m e w o r sk
© 2009 sunnibrown.com
![Page 34: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/34.jpg)
Perceived Control
Perceived Progress
Connectedness
Vision / Meaning(Being part of something bigger than yourself)
A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
![Page 35: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/35.jpg)
Maslow’s Hierarchy:
![Page 36: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/36.jpg)
Rock Star(Pleasure – chasing the next high)
Flow(Engagement – time flies)
Meaning/Higher Purpose(Being part of something bigger than yourself)
3 TYPES OF HAPPINESS
time
time
time
![Page 37: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/37.jpg)
Happy Great GreatPeople Employees Businesses
Pleasure Job ProfitsChasing highs Comp/Benefits Financial Performance
Flow Career PassionEngagement Recognition Passion
Meaning Calling PurposePurpose Purpose Purpose
time
time
time
![Page 38: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/38.jpg)
ImportantQuestions
© 2009 sunnibrown.com
![Page 39: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/39.jpg)
What of your time do you want to spend learning about the
SCIENCE of HAPPINESS?
How can the SCIENCE of HAPPINESS help your business, your brand, and yourself?
© 2009 sunnibrown.com
![Page 40: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/40.jpg)
If the research shows that vision / meaning / higher purpose
leads to happiness…
What is your company’s higher purpose?
What is your higher purpose?
![Page 41: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/41.jpg)
Recommended Books
![Page 42: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/42.jpg)
PEAKChip Conley
TRIBAL LEADERSHIPDave Logan, John King & Halee Fischer-Wright
FOUR HOUR WORK WEEKTim Ferriss
HAPPINESS HYPOTHESISJonathan Haidt
RECOMMENDED BOOKS:
![Page 43: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/43.jpg)
Delivering HappinessA Path to Profits, Passion and Purpose
by Tony Hsieh
RECOMMENDED BOOKS:
![Page 44: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/44.jpg)
THANK YOU
![Page 45: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/45.jpg)
Questions
![Page 46: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/46.jpg)
![Page 47: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/47.jpg)
![Page 48: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/48.jpg)
– Email [email protected] for:
• This presentation
• Free culture book (need physical mailing address)
– Go to http://tours.zappos.com for:
• Tour of our offices when you’re next in Las Vegas (takes about an hour)
• We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
Contact info and tours!
![Page 49: Zappos Preso 2010-05-18 ECEW](https://reader033.vdocuments.us/reader033/viewer/2022061222/54c20b944a7959b9278b45ae/html5/thumbnails/49.jpg)
THANK YOU