Delivering Happiness
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Delivering Happiness

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Learn how zappos.com success by deploy 10 core values and 10 customer service principles.

Learn how zappos.com success by deploy 10 core values and 10 customer service principles.

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  • 1. Monday, January 24, 2011
  • 2. A story of a young man name...Monday, January 24, 2011
  • 3. Monday, January 24, 2011
  • 4. Tony graduated from in computer scienceMonday, January 24, 2011
  • 5. He worked at for 5 months.Monday, January 24, 2011
  • 6. He quitted to establish Link Exchange an internet advertising net work in 1999. Later he sold Link Exchange to Microsoft for $ 265 million.Monday, January 24, 2011
  • 7. He joined Zappos and has helped the company grew from scratch to $ 1 billion annual sales while simultaneously making Fortune’s magazine’s list of Best Companies to work for.Monday, January 24, 2011
  • 8. In 2009, Zappos was acquired by Amazon.com in a deal values at over $ 1.2 billion.Monday, January 24, 2011
  • 9. The success recipe is 3 P; Purpose Passion ProfitMonday, January 24, 2011
  • 10. Purpose Zappos is about delivering happiness to the world.Monday, January 24, 2011
  • 11. Passion FInd people who share same passion and valuesMonday, January 24, 2011
  • 12. When you apply to work at Zappos, you have to pass culture-fitted inter view regardless how great you are.Monday, January 24, 2011
  • 13. Here are.... 10 core valuesMonday, January 24, 2011
  • 14. 1. Deliver wow through serviceMonday, January 24, 2011
  • 15. 2. Embrace and driving changeMonday, January 24, 2011
  • 16. 3. Create fun and little weirdnessMonday, January 24, 2011
  • 17. 4. Be adventurous, creative, and open-mindedMonday, January 24, 2011
  • 18. 5. Pursue growth and learningMonday, January 24, 2011
  • 19. 6. Building open and honest relationships with communicationMonday, January 24, 2011
  • 20. 7 Build a positive team . and family spiritMonday, January 24, 2011
  • 21. 8. Do with more... lessMonday, January 24, 2011
  • 22. 9. Be passionate and determinedMonday, January 24, 2011
  • 23. 10. Be humbleMonday, January 24, 2011
  • 24. How did Tony come up with these 10 core values?Monday, January 24, 2011
  • 25. After Tony has successfully grown Zappos for few years, he started compiled the Culture Book.Monday, January 24, 2011
  • 26. On August 2004, he asked all of his employees to share their view of the company cultures.Monday, January 24, 2011
  • 27. Those staff’s input became the Culture BookMonday, January 24, 2011
  • 28. When they recruit, candidates have to past cultural fitted interview regardless how great they are.Monday, January 24, 2011
  • 29. Once you’re hired, everyone has to go through 5 weeks intensive training.Monday, January 24, 2011
  • 30. At the end of first week, everyone is offered $ 2,000 bonus to leave the company if you think you are not fitted with the culture.Monday, January 24, 2011
  • 31. After you have worked for few months, you also get another offer $ 3,000 if you think you’re still not fitted with it culture.Monday, January 24, 2011
  • 32. Only 2-3% of new hired take the offer.Monday, January 24, 2011
  • 33. When they do performance management, the culture part is accounted for 50% of the evaluation.Monday, January 24, 2011
  • 34. Another mantra of Zappos’s success is ser vice...Monday, January 24, 2011
  • 35. Here are 10 ways of Zappos’ customer serviceMonday, January 24, 2011
  • 36. 1. Make customer service a priority for the whole company not just a department. A customer service attitude needs to come from the top.Monday, January 24, 2011
  • 37. t h at p a rt v e r b d ay ke W mp a OW ny’s e ve r y a 2. Ma r c o b u l a r y. of yo u voc aMonday, January 24, 2011
  • 38. 3. Empower and trust your customer service reps. Because they actually do. Minimize escalations to a supervisor.Monday, January 24, 2011
  • 39. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.Monday, January 24, 2011
  • 40. 5. Don’t measure call times, don’t force employees to upsell and don’t use scripts.Monday, January 24, 2011
  • 41. 6. Don’t hide your 1-800 number.Monday, January 24, 2011
  • 42. 7 View each call as an investment in building a . customer ser vice brand, not as an expense you’re seeking to minimize.Monday, January 24, 2011
  • 43. 8. Have the entire company celebrate great ser vice. Tell stories of wow experiences to everyone in the company.Monday, January 24, 2011
  • 44. 9. Find and hire people who are already passionate about customer service.Monday, January 24, 2011
  • 45. 10. Give great ser vice to everyone: customers, employees, and vendors.Monday, January 24, 2011
  • 46. Apply above all, last P - Profit will be followed.Monday, January 24, 2011
  • 47. Want to learn more...Monday, January 24, 2011
  • 48. http://www.youtube.com/watch?v=jJ5k_Byd9FsMonday, January 24, 2011
  • 49. Or buy the book...Monday, January 24, 2011