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Unleashing the Power of Culture by Donavon Robertson, Zappos
 

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
      • @zapposinsights
      Donavon Roberson
      • www.donavonroberson.com
      • 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