0
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.                 ...
He joined Zappos and has helped the company                   grew from scratch to $ 1 billion annual sales               ...
In 2009, Zappos was acquired by Amazon.com                        in a deal values at over $ 1.2 billion.Monday, January 2...
The success recipe is 3 P;                                   Purpose                                   Passion            ...
Purpose                                   Zappos                             is about delivering                          ...
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                    ...
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     ...
5. Pursue     growth and       learningMonday, January 24, 2011
6. Building open and honest                                   relationships                               with communicati...
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    ...
After Tony has successfully grown Zappos                              for few years, he started compiled                  ...
On August 2004, he asked all of his                           employees to share their view of the                        ...
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, 2...
Once you’re hired, everyone has                               to go through 5 weeks                                 intens...
At the end of first week, everyone is offered $ 2,000   bonus to leave the company if you think you are not   fitted with ...
After you have worked for few months, you also get   another offer $ 3,000 if you think you’re still not   fitted with it ...
Only                            2-3%                            of new hired                           take the offer.Mond...
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                ...
t h at p a rt                                                   v e r b d ay                                 ke W mp a    ...
3. Empower and trust your customer service reps.               Because they actually do.          Minimize escalations to ...
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, 2...
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           ...
8. Have the entire company celebrate great              ser vice. Tell stories of wow experiences to                      ...
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
Upcoming SlideShare
Loading in...5
×

Delivering Happiness

981

Published on

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

Published in: Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
981
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
76
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Transcript of "Delivering Happiness"

  1. 1. Monday, January 24, 2011
  2. 2. A story of a young man name...Monday, January 24, 2011
  3. 3. Monday, January 24, 2011
  4. 4. Tony graduated from in computer scienceMonday, January 24, 2011
  5. 5. He worked at for 5 months.Monday, January 24, 2011
  6. 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. 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. 8. In 2009, Zappos was acquired by Amazon.com in a deal values at over $ 1.2 billion.Monday, January 24, 2011
  9. 9. The success recipe is 3 P; Purpose Passion ProfitMonday, January 24, 2011
  10. 10. Purpose Zappos is about delivering happiness to the world.Monday, January 24, 2011
  11. 11. Passion FInd people who share same passion and valuesMonday, January 24, 2011
  12. 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. 13. Here are.... 10 core valuesMonday, January 24, 2011
  14. 14. 1. Deliver wow through serviceMonday, January 24, 2011
  15. 15. 2. Embrace and driving changeMonday, January 24, 2011
  16. 16. 3. Create fun and little weirdnessMonday, January 24, 2011
  17. 17. 4. Be adventurous, creative, and open-mindedMonday, January 24, 2011
  18. 18. 5. Pursue growth and learningMonday, January 24, 2011
  19. 19. 6. Building open and honest relationships with communicationMonday, January 24, 2011
  20. 20. 7 Build a positive team . and family spiritMonday, January 24, 2011
  21. 21. 8. Do with more... lessMonday, January 24, 2011
  22. 22. 9. Be passionate and determinedMonday, January 24, 2011
  23. 23. 10. Be humbleMonday, January 24, 2011
  24. 24. How did Tony come up with these 10 core values?Monday, January 24, 2011
  25. 25. After Tony has successfully grown Zappos for few years, he started compiled the Culture Book.Monday, January 24, 2011
  26. 26. On August 2004, he asked all of his employees to share their view of the company cultures.Monday, January 24, 2011
  27. 27. Those staff’s input became the Culture BookMonday, January 24, 2011
  28. 28. When they recruit, candidates have to past cultural fitted interview regardless how great they are.Monday, January 24, 2011
  29. 29. Once you’re hired, everyone has to go through 5 weeks intensive training.Monday, January 24, 2011
  30. 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. 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. 32. Only 2-3% of new hired take the offer.Monday, January 24, 2011
  33. 33. When they do performance management, the culture part is accounted for 50% of the evaluation.Monday, January 24, 2011
  34. 34. Another mantra of Zappos’s success is ser vice...Monday, January 24, 2011
  35. 35. Here are 10 ways of Zappos’ customer serviceMonday, January 24, 2011
  36. 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. 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. 38. 3. Empower and trust your customer service reps. Because they actually do. Minimize escalations to a supervisor.Monday, January 24, 2011
  39. 39. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.Monday, January 24, 2011
  40. 40. 5. Don’t measure call times, don’t force employees to upsell and don’t use scripts.Monday, January 24, 2011
  41. 41. 6. Don’t hide your 1-800 number.Monday, January 24, 2011
  42. 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. 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. 44. 9. Find and hire people who are already passionate about customer service.Monday, January 24, 2011
  45. 45. 10. Give great ser vice to everyone: customers, employees, and vendors.Monday, January 24, 2011
  46. 46. Apply above all, last P - Profit will be followed.Monday, January 24, 2011
  47. 47. Want to learn more...Monday, January 24, 2011
  48. 48. http://www.youtube.com/watch?v=jJ5k_Byd9FsMonday, January 24, 2011
  49. 49. Or buy the book...Monday, January 24, 2011
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×