Day 2   alex kirmse - zappos
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Day 2 alex kirmse - zappos

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Day 2   alex kirmse - zappos Day 2 alex kirmse - zappos Presentation Transcript

  • Zappos: Learnings in Mobile eCommerce London, England October 2nd, 2012
  • • Founded 1999• Best Service Possible• Free Shipping Both Ways• 365 Day Return Policy• 2009 acquired by Amazon
  • • Customer Service Focus• 4 week Call Center training• Holiday Helper Tony Hsieh, CEO Fred Mossler
  • • Experienced• Connected• Empowered Alex Nolan Matt Mobile Team (7 months ago)
  • Current team
  • Highly Rated apps
  • What we’ve seen in Mobile at Zappos “Lean Forward” “Lean Back” “On the Go”
  • RoadmapsThere are always shiny things. A company shouldn’t getaddicted to being shiny, because shiny doesn’t last. Youreally want something that’s much deeper-keeled. Youwant your customers to value your service.- Jeff Bezos, CEO Amazon.com
  • Core shopping path “greasing” Checkout Search/Browse Product Presentation
  • “Top of Mind” Push Notifications Badges Frequent releases
  • Fun and Easter Eggs
  • Current Roadmap More checkout optimizations Android Tablet Support
  • Current Roadmap More Recommendations/ Personalization Reciprocate the customers loyalty by recognizing them with personalized content, rewards and special features.
  • My most commonly asked question• Mobile Web vs. App?• HTML5 capabilities vs. native functionality• Do you need an app if you have mobile web?
  • We need both Exposure/ Acquisition Paid Traffic Loyalty/ Retention High loyalty, focused experienceOrganic Traffic APPS Mobile Web Less brand loyal, easier switching less personalized
  • Contact akirmse@zappos.com alexkirmse@gmail.com twitter.com/alexkirmse