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Philadelphia SHRM

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Transcript

  • 1. A little about me… Culture R&D Community, Experience, and Events
  • 2. A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
  • 3. TOP 100 BEST 2009 #23COMPANIES TO 2010 #15WORK FOR 2011 #6
  • 4. Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
  • 5. 1,000+ brands 200,000+ styles 6 million items in warehouse100% inventoried
  • 6. Customer Service: What customers see first24/7 1-800 number on every pageFree shippingFree return shipping365-day return policy
  • 7. Customer Service: What customers experienceFast, accurate fulfillmentSurprise UpgradesOccasionally direct to competitors’ web sites
  • 8. Customer Service: What we do internallyNo call times/sales goalsCulture Reviews4 weeks of training
  • 9. Customer Service: What we do internallyPay to QuitCulture BookInterviews Based on Culture
  • 10. NPS Scores The Ultimate QuestionBased on your recent experience, how likelywould you be to recommend us to a friend or family member?
  • 11. NPS Scores The Ultimate QuestionBased on your recent experience, how likelywould you be to recommend us to a friend or family member? 93%
  • 12. NPS Scores If you started your own service-basedcompany, how likely would you be to hire the team member who assisted you?
  • 13. NPS ScoresIf you started your own service-based company, how likely would you be to hire the team member who assisted you? 92%
  • 14. Commitment to Transparency: Examples “Ask Anything” newsletter Extranet for vendors Tours & reporter visits Twitter.zappos.com
  • 15. OUR CULTURE
  • 16. Where it began…1994-1995: Pizza business incollege•1996-1998: LinkExchange (onlineadvertising)•1999: Venture Frogs (investmentfund)•1999-Today: Zappos.com, Inc.
  • 17. DECIDING OURVALUES & CULTURE
  • 18. VALUES & CULTURE What are Gathering What are the values buy in fromour values? of our best? the team.
  • 19. 1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open- Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
  • 20. FROM IDEA TO ACTION…
  • 21. RESEARCH SHOWS ITDOESN’T MATTER WHATYOUR VALUES ARE, YOUJUST HAVE TO COMMITTO THEM AND CREATEALIGNMENT
  • 22. COMMITTING TO CULTUREStarts with HR
  • 23. HireSlowly…Fire Quickly!
  • 24. THE ROLE OF HRRisk AdvisorsDetermine “Culture Fit”Support the CultureCreate Policies Around the RULE Not the Exception.
  • 25. Committing to Culture: ExamplesCulture ContractPay to QuitCulture ReviewHandbook
  • 26. LEADERSHIP
  • 27. EMPLOYEES:What’s the larger vision and greater purpose in their work beyond money or profits?
  • 28. VISIONMOTIVATION vs.INSPIRATION
  • 29. THE ROLE OF A LEADERDrive the CultureHelp Your Employees Find Their CallingCreate a Positive Team and Family Spirit
  • 30. 10% - 20% Rule
  • 31. PEC – Personal Emotional Connection
  • 32. PROGRAMSCore ValueCo-Worker BonusZollar StoreAnniversary
  • 33. WISHEZ
  • 34. EVENTS
  • 35. Workspace
  • 36. Fun-ctional Spaces
  • 37. OPEN DOOR POLICY
  • 38. WHAT CULTURE CAN DO FOR A COMPANY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
  • 39. Thank you for allowing me to be here! Email me! Jamie@zappos.com Questions or Comments Tour of our office Copy of our culture book Want more? ZapposInsights.com