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.

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Unleashing the Power of Culture by Donavon Robertson, Zappos

  1. 1. 1<br />
  2. 2. contact info<br />Zappos Insights<br /><ul><li>www.zapposinsights.com
  3. 3. info@zapposinsights.com
  4. 4. @zapposinsights</li></ul>Donavon Roberson<br /><ul><li>www.donavonroberson.com
  5. 5. droberson@zappos.com
  6. 6. @zappos_drob</li></ul>2<br />Zappos Insights<br />Build Culture | WOW Customers<br />
  7. 7. take service to your customer<br />“unleashing the power of culture”<br />3<br />
  8. 8. bringing Zappos to you<br />http://zapposinsights.com/main/wp-content/uploads/ItourCribs.wmv<br />4<br />
  9. 9. STRENGTH:<br />5<br />What is your core business?<br />
  10. 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. 11. EMPATHY:<br />7<br />become a student of your customer’s needs<br />
  12. 12. RELATIONSHIP:<br />8<br />join the conversation<br />Personal<br />Emotional<br />Connection<br />Permission<br />Engage<br />Community<br />
  13. 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. 14. Drive Summary<br /><ul><li> MONEY isn’t where it’s at!
  15. 15. Give me a HIGHER purpose
  16. 16. Inspiration eats Motivation for breakfast</li></ul>10<br />
  17. 17. Evolution of Zappos Brand / Vision<br />1999 Selection<br /> “The World’s Largest Shoe Store”<br />2003Service & Selection<br /> Stopped drop shipping forgoing 25% of sales at the time<br />2005Culture & 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. 18. IMPACT:<br />12<br />what does success look like?<br />
  19. 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. 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. 21. entrepreneurship:<br />creating freedom and responsibility<br />“Good is the enemy of Great!”<br />15<br />
  22. 22. STRENGTHEMPATHYRELATIONSHIPVISIONIMPACTCOMMITMENTENTREPREURSHIP<br />16<br />SERVICE<br />
  23. 23. 17<br />COMMITMENT<br />ENTREPRENEURSHIP<br /> RELATIONSHIP<br />IMPACT<br /> PICTURE<br /> SERVICE<br /> EMPATHY<br />
  24. 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. 25. Peak Summary<br /><ul><li> Go beyond expectations
  26. 26. HE make HC make HI
  27. 27. Actualize your employees…actualize the world</li></ul>19<br />
  28. 28. 20<br />make the most <br />of your stage?<br />
  29. 29. 21<br />what a loyal customer looks like<br />http://www.youtube.com/watch?v=m-ygmPXXxZU<br />
  30. 30. 22<br />
  31. 31. contact info<br />Zappos Insights<br />Donavon Roberson<br /><ul><li>www.zapposinsights.com
  32. 32. info@zapposinsights.com
  33. 33. @zapposinsights
  34. 34. www.donavonroberson.com
  35. 35. droberson@zappos.com
  36. 36. @zappos_drob</li></ul>23<br />

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