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Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
Unleashing the Power of Culture by Donavon Robertson, Zappos
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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  • 1. 1<br />
  • 2. contact info<br />Zappos Insights<br /><ul><li>www.zapposinsights.com
  • 3. info@zapposinsights.com
  • 4. @zapposinsights</li></ul>Donavon Roberson<br /><ul><li>www.donavonroberson.com
  • 5. droberson@zappos.com
  • 6. @zappos_drob</li></ul>2<br />Zappos Insights<br />Build Culture | WOW Customers<br />
  • 7. take service to your customer<br />“unleashing the power of culture”<br />3<br />
  • 8. bringing Zappos to you<br />http://zapposinsights.com/main/wp-content/uploads/ItourCribs.wmv<br />4<br />
  • 9. STRENGTH:<br />5<br />What is your core business?<br />
  • 10. we can learn a lot from a hedgehog<br />6<br />Hedgehog Concept<br />“here’s your sweet spot”<br />What can you be best in the world at?<br />What drives your economic engine?<br />What are you deeply passionate about?<br />
  • 11. EMPATHY:<br />7<br />become a student of your customer’s needs<br />
  • 12. RELATIONSHIP:<br />8<br />join the conversation<br />Personal<br />Emotional<br />Connection<br />Permission<br />Engage<br />Community<br />
  • 13. VISION:<br />9<br />why do we exist?<br />Payment<br />Motivate<br />Entitled<br />Purpose<br />Inspire<br />Engaged<br />what is your legacy?<br />
  • 14. Drive Summary<br /><ul><li> MONEY isn’t where it’s at!
  • 15. Give me a HIGHER purpose
  • 16. Inspiration eats Motivation for breakfast</li></ul>10<br />
  • 17. Evolution of Zappos Brand / Vision<br />1999 Selection<br /> “The World’s Largest Shoe Store”<br />2003Service &amp; Selection<br /> Stopped drop shipping forgoing 25% of sales at the time<br />2005Culture &amp; Core Values as a platform<br /> “Zappos is a service company that happens to sell shoes...”<br />2007Personal Emotional Connection<br /> “Powered by Service”<br />2009Delivering Happiness<br />11<br />
  • 18. IMPACT:<br />12<br />what does success look like?<br />
  • 19. Creating story through experiences that transcend time and space.<br />13<br />Simple<br />Unexpected<br />Concrete<br />Credible<br />Emotional<br />Stories<br />
  • 20. commitment:<br />investment over expense<br />“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.”<br />Frederick F. Reichheld<br />14<br />
  • 21. entrepreneurship:<br />creating freedom and responsibility<br />“Good is the enemy of Great!”<br />15<br />
  • 22. STRENGTHEMPATHYRELATIONSHIPVISIONIMPACTCOMMITMENTENTREPREURSHIP<br />16<br />SERVICE<br />
  • 23. 17<br />COMMITMENT<br />ENTREPRENEURSHIP<br /> RELATIONSHIP<br />IMPACT<br /> PICTURE<br /> SERVICE<br /> EMPATHY<br />
  • 24. “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…”<br />Thom Hartman<br />18<br />
  • 25. Peak Summary<br /><ul><li> Go beyond expectations
  • 26. HE make HC make HI
  • 27. Actualize your employees…actualize the world</li></ul>19<br />
  • 28. 20<br />make the most <br />of your stage?<br />
  • 29. 21<br />what a loyal customer looks like<br />http://www.youtube.com/watch?v=m-ygmPXXxZU<br />
  • 30. 22<br />
  • 31. contact info<br />Zappos Insights<br />Donavon Roberson<br /><ul><li>www.zapposinsights.com
  • 32. info@zapposinsights.com
  • 33. @zapposinsights
  • 34. www.donavonroberson.com
  • 35. droberson@zappos.com
  • 36. @zappos_drob</li></ul>23<br />

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