Unleashing the Power of Culture by Donavon Robertson, Zappos
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Unleashing the Power of Culture by Donavon Robertson, Zappos

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Slides from Donavon Robertson, cultural evangelist from Zappos, at the 2011 PRSA Western District Conference in Las Vegas.

Slides from Donavon Robertson, cultural evangelist from Zappos, at the 2011 PRSA Western District Conference in Las Vegas.

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Unleashing the Power of Culture by Donavon Robertson, Zappos Unleashing the Power of Culture by Donavon Robertson, Zappos Presentation Transcript

  • 1
  • contact info
    Zappos Insights
    • www.zapposinsights.com
    • info@zapposinsights.com View slide
    • @zapposinsights
    Donavon Roberson
    • www.donavonroberson.com View slide
    • droberson@zappos.com
    • @zappos_drob
    2
    Zappos Insights
    Build Culture | WOW Customers
  • take service to your customer
    “unleashing the power of culture”
    3
  • bringing Zappos to you
    http://zapposinsights.com/main/wp-content/uploads/ItourCribs.wmv
    4
  • STRENGTH:
    5
    What is your core business?
  • we can learn a lot from a hedgehog
    6
    Hedgehog Concept
    “here’s your sweet spot”
    What can you be best in the world at?
    What drives your economic engine?
    What are you deeply passionate about?
  • EMPATHY:
    7
    become a student of your customer’s needs
  • RELATIONSHIP:
    8
    join the conversation
    Personal
    Emotional
    Connection
    Permission
    Engage
    Community
  • VISION:
    9
    why do we exist?
    Payment
    Motivate
    Entitled
    Purpose
    Inspire
    Engaged
    what is your legacy?
  • Drive Summary
    • MONEY isn’t where it’s at!
    • Give me a HIGHER purpose
    • Inspiration eats Motivation for breakfast
    10
  • Evolution of Zappos Brand / Vision
    1999 Selection
    “The World’s Largest Shoe Store”
    2003Service & Selection
    Stopped drop shipping forgoing 25% of sales at the time
    2005Culture & Core Values as a platform
    “Zappos is a service company that happens to sell shoes...”
    2007Personal Emotional Connection
    “Powered by Service”
    2009Delivering Happiness
    11
  • IMPACT:
    12
    what does success look like?
  • Creating story through experiences that transcend time and space.
    13
    Simple
    Unexpected
    Concrete
    Credible
    Emotional
    Stories
  • commitment:
    investment over expense
    “Businesses that concentrate on finding and keeping good customers, productive employees, and supportive investors continue to generate superior results…[Loyalty] remains one of the great engines of business success.”
    Frederick F. Reichheld
    14
  • entrepreneurship:
    creating freedom and responsibility
    “Good is the enemy of Great!”
    15
  • STRENGTHEMPATHYRELATIONSHIPVISIONIMPACTCOMMITMENTENTREPREURSHIP
    16
    SERVICE
  • 17
    COMMITMENT
    ENTREPRENEURSHIP
    RELATIONSHIP
    IMPACT
    PICTURE
    SERVICE
    EMPATHY
  • “Culture is not about what is absolute, real, or true. It’s about what a group of people get together and agree to believe. Culture can be healthy or toxic, nurturing or murderous. Culture is made of stories…”
    Thom Hartman
    18
  • Peak Summary
    • Go beyond expectations
    • HE make HC make HI
    • Actualize your employees…actualize the world
    19
  • 20
    make the most
    of your stage?
  • 21
    what a loyal customer looks like
    http://www.youtube.com/watch?v=m-ygmPXXxZU
  • 22
  • contact info
    Zappos Insights
    Donavon Roberson
    • www.zapposinsights.com
    • info@zapposinsights.com
    • @zapposinsights
    • www.donavonroberson.com
    • droberson@zappos.com
    • @zappos_drob
    23