Delivering Happiness

Monday, January 24, 2011

A story of a young man name...Monday, January 24, 2011

Monday, January 24, 2011

Tony graduated from in computer scienceMonday, January 24, 2011

He worked at for 5 months.Monday, January 24, 2011

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

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

In 2009, Zappos was acquired by Amazon.com in a deal values at over $ 1.2 billion.Monday, January 24, 2011

The success recipe is 3 P; Purpose Passion ProfitMonday, January 24, 2011

Purpose Zappos is about delivering happiness to the world.Monday, January 24, 2011

Passion FInd people who share same passion and valuesMonday, January 24, 2011

When you apply to work at Zappos, you have to pass culture-fitted inter view regardless how great you are.Monday, January 24, 2011

Here are.... 10 core valuesMonday, January 24, 2011

1. Deliver wow through serviceMonday, January 24, 2011

2. Embrace and driving changeMonday, January 24, 2011

3. Create fun and little weirdnessMonday, January 24, 2011

4. Be adventurous, creative, and open-mindedMonday, January 24, 2011

5. Pursue growth and learningMonday, January 24, 2011

6. Building open and honest relationships with communicationMonday, January 24, 2011

7 Build a positive team . and family spiritMonday, January 24, 2011

8. Do with more... lessMonday, January 24, 2011

9. Be passionate and determinedMonday, January 24, 2011

10. Be humbleMonday, January 24, 2011

How did Tony come up with these 10 core values?Monday, January 24, 2011

After Tony has successfully grown Zappos for few years, he started compiled the Culture Book.Monday, January 24, 2011

On August 2004, he asked all of his employees to share their view of the company cultures.Monday, January 24, 2011

Those staff’s input became the Culture BookMonday, January 24, 2011

When they recruit, candidates have to past cultural fitted interview regardless how great they are.Monday, January 24, 2011

Once you’re hired, everyone has to go through 5 weeks intensive training.Monday, January 24, 2011

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

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

Only 2-3% of new hired take the offer.Monday, January 24, 2011

When they do performance management, the culture part is accounted for 50% of the evaluation.Monday, January 24, 2011

Another mantra of Zappos’s success is ser vice...Monday, January 24, 2011

Here are 10 ways of Zappos’ customer serviceMonday, January 24, 2011

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

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

3. Empower and trust your customer service reps. Because they actually do. Minimize escalations to a supervisor.Monday, January 24, 2011

4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.Monday, January 24, 2011

5. Don’t measure call times, don’t force employees to upsell and don’t use scripts.Monday, January 24, 2011

6. Don’t hide your 1-800 number.Monday, January 24, 2011

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

8. Have the entire company celebrate great ser vice. Tell stories of wow experiences to everyone in the company.Monday, January 24, 2011

9. Find and hire people who are already passionate about customer service.Monday, January 24, 2011

10. Give great ser vice to everyone: customers, employees, and vendors.Monday, January 24, 2011

Apply above all, last P - Profit will be followed.Monday, January 24, 2011

Want to learn more...Monday, January 24, 2011

http://www.youtube.com/watch?v=jJ5k_Byd9FsMonday, January 24, 2011

Or buy the book...Monday, January 24, 2011

Delivering Happiness

by Kriengsak Niratpattanasai

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