Unleashing the Power of Culture by Donavon Robertson, Zappos

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

contact info
Zappos Insights
Donavon Roberson
www.zapposinsights.com
info@zapposinsights.com
@zapposinsights
www.donavonroberson.com
droberson@zappos.com
@zappos_drob
23

Unleashing the Power of Culture by Donavon Robertson, Zappos

by PRSAWDC on May 05, 2011

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