Zappos Branding Strategy

24,633 views
24,097 views

Published on

A group project by Chauncie Burton, Maya Watson, Marcus Taylor, Ivy Hall-Stapleton, Karla Hudson and Diamond Ingram.

Published in: Business, Education
2 Comments
29 Likes
Statistics
Notes
No Downloads
Views
Total views
24,633
On SlideShare
0
From Embeds
0
Number of Embeds
50
Actions
Shares
0
Downloads
0
Comments
2
Likes
29
Embeds 0
No embeds

No notes for slide
  • Quotes from CEO blog post March 11, 2010: http://blogs.zappos.com/blogs/ceo-and-coo-blog/2010/03/11/zappos-com-update-march-11-2010Categories from Hoovers.com: http://hoovers.com/company/Zapposcom_Inc/rrtxfji-1-1njea3.html
  • Warehouse quote from Tony Hsieh speech at South by Southwest Interactive conference, 2009, YouTube.com
  • 1.6 million followers on Twitter – more than CBS News or the NFLFreedom for customer service reps (may chat for hours with a customer, write thank-you notes, send flowers & direct shoppers to rival Web sites if an item is out of stock )
  • If getting your shoes, or other products, in less than half the time of normal delivery is still not enough for a customer to believe Zappos’ ability to follow through on their promises, the company gives customers other reasons to believe, outside of just their word. Zappos has established a youtube channel, dedicated to customers posting self-made video testimonials of their Zappos experience. The channel offers videos that are real, and speak to the Zappos experience. And smiles and positivity are found in all of the videos. So, going to a youtube channel can prove the Zappos experience is real. But the best way, like in many cases, is to order something form them. That will give you all the reason to believe, in about half the delivery time.
  • If getting your shoes, or other products, in less than half the time of normal delivery is still not enough for a customer to believe Zappos’ ability to follow through on their promises, the company gives customers other reasons to believe, outside of just their word. Zappos has established a youtube channel, dedicated to customers posting self-made video testimonials of their Zappos experience. The channel offers videos that are real, and speak to the Zappos experience. And smiles and positivity are found in all of the videos. So, going to a youtube channel can prove the Zappos experience is real. But the best way, like in many cases, is to order something form them. That will give you all the reason to believe, in about half the delivery time.
  • If getting your shoes, or other products, in less than half the time of normal delivery is still not enough for a customer to believe Zappos’ ability to follow through on their promises, the company gives customers other reasons to believe, outside of just their word. Zappos has established a youtube channel, dedicated to customers posting self-made video testimonials of their Zappos experience. The channel offers videos that are real, and speak to the Zappos experience. And smiles and positivity are found in all of the videos. So, going to a youtube channel can prove the Zappos experience is real. But the best way, like in many cases, is to order something form them. That will give you all the reason to believe, in about half the delivery time.
  • If getting your shoes, or other products, in less than half the time of normal delivery is still not enough for a customer to believe Zappos’ ability to follow through on their promises, the company gives customers other reasons to believe, outside of just their word. Zappos has established a youtube channel, dedicated to customers posting self-made video testimonials of their Zappos experience. The channel offers videos that are real, and speak to the Zappos experience. And smiles and positivity are found in all of the videos. So, going to a youtube channel can prove the Zappos experience is real. But the best way, like in many cases, is to order something form them. That will give you all the reason to believe, in about half the delivery time.
  • If getting your shoes, or other products, in less than half the time of normal delivery is still not enough for a customer to believe Zappos’ ability to follow through on their promises, the company gives customers other reasons to believe, outside of just their word. Zappos has established a youtube channel, dedicated to customers posting self-made video testimonials of their Zappos experience. The channel offers videos that are real, and speak to the Zappos experience. And smiles and positivity are found in all of the videos. So, going to a youtube channel can prove the Zappos experience is real. But the best way, like in many cases, is to order something form them. That will give you all the reason to believe, in about half the delivery time.
  • Zappos Branding Strategy

    1. 1. Delivering Happiness; a Path to Profits, Passion and Purpose<br />Alligator<br />Firefighter<br />
    2. 2. Agenda<br />Company Overview<br />Branding Strategy<br />Positioning Statement<br />Intended Experience<br />Insights<br />Target Consumer<br />Point of Differentiation<br />Zappos Customer<br />Secondary Business Model<br />Contact Points<br />Calder Brand Analysis<br />Conclusion<br />
    3. 3. Zappos Overview<br />Headquartered in Henderson, Nevada (outside Las Vegas). 1300 Employees in FY 2008.<br />Recent Financials: “…we continued growing in 2009, finishing the year doing nearly $1.2 billion in gross merchandise sales.” <br />Categories Zappos competes in: Footwear & Related Products Retail; Catalog, Mail Order & Television Sales; Retail; Apparel & Accessories Retail; Nonstore Retail; Internet Retail<br />Type of company: Public. “As many of you know, back in July 2009 we announced that Amazon was acquiring Zappos…The transaction officially closed on November 1, 2009. True to their word, Amazon has continued to allow us to run Zappos independently, with our own unique culture, brand, and way of doing business. From our point of view, it's been as if we swapped out our previous board of directors with a new one, but we now have access to a lot more resources so we can continue to build the Zappos business even faster. In fact, over the past few months, we've actually seen our growth rate accelerate compared to the prior year.”<br />In January 2010, Zappos makes Fortune magazine's "Best Companies to Work For" list again, moving up 8 places to the #15 spot.<br />
    4. 4. Zappos’s Branding Strategy: Build it from the Inside Out<br /><ul><li> Build a culture, i.e. bring the right people together and set/reinforce the right tone, so that employees embody the Zappos brand/deliver the Zappos customer.
    5. 5. They believe spending their resources on the right people, training, and the customer service ) are their “marketing dollars”.
    6. 6. It’s more expensive for Zapposto…
    7. 7. Only sell items in the warehouse – previously 25% of their revenues was out-of-warehouse sales
    8. 8. Deliver items to customers quickly at no charge to them and pay for customers to return them for a full year after purchase
    9. 9. Pay for 100% of their employee’s medical and dental costs
    10. 10. Give employees the freedom to constantly work on delighting customers
    11. 11. … But – Zappos believes these strategies comprise a long-term financial growth strategy.</li></li></ul><li>Zappos Family Core Values (3 of 10)<br />By building an organization that is committed to and can deliver on brand promise (Zappos’s 10 Core Values), Zappos is then able to deliver experiences that makes its customers say, “Wow!”<br />
    12. 12. Zappos’s Branding<br />Positioning Statement: Powered by Service<br />Zappos.com offers online customers unparalleled service, selection, and delivery for almost all their shopping needs.<br />Intended Experience:<br /><ul><li> Superior customer service for all
    13. 13. Desired items always available
    14. 14. Amazingly fast delivery with every product </li></ul>they order<br />Company Projections/Insights<br /><ul><li>30% of all retail transactions in the U.S. projected to be online.
    15. 15. Company with the best service and selection will earn the lion-share (Zappos vying to be that company)</li></ul>Target/Consumer Insights:<br /><ul><li> Online shoppers *Although they can target specific </li></ul>customers towards their strength, footwear, they <br />recently partnered with Amazon and expanded <br />themselves to include items besides shoes, <br />thus expanding their target considerably.<br /><ul><li> “I love Zappos”
    16. 16. “The only place I would consider buying shoes from,” in fact…
    17. 17. “I wish that everything in my life that I ordered on the internet could be through Zappos”
    18. 18. “Return policy is fantastic”
    19. 19. “The customer service is wonderful & I’ve always had great experiences”
    20. 20. “Deliver fast, reliable, return stuff easily, and you guys kick butt!”</li></li></ul><li>Point of Differentiation: <br />The Zappos Consumer<br />Point of Differentiation for Consumers: <br /><ul><li>Customers are more likely to be repeat buyers
    21. 21. Ability to deliver items quickly to customers
    22. 22. Free shipping both ways and 365-day, no questions-asked returns. They trust customers not to abuse the service
    23. 23. Only offer items physically held in their warehouses , while most retailers offer items currently out of stock</li></ul>While some may argue this may eat into sales by not having customers spend money and wait for items to be shipped, Zappos has bucked the trend and decided that being able to deliver a product as fast as possible trumps those potentials loses, and in the end, provides the customer will a better experience. And most importantly, one they are more likely to repeat. <br />Approximately75% of Zappos sales are from repeat buyers.<br />
    24. 24. Point of Differentiation: <br />Secondary Business Model(s)<br />Expanded Product Offering<br />After acquisition by Amazon, company has made a push into apparel as well as other product categories, including bags, accessories, and house wares, etc.<br />Business to Business<br /><ul><li> Marketing is more playful, customer-friendly model than competitors
    25. 25. Two-day $4,000 seminars on how to recreate the essence of corporate culture
    26. 26. Plans to relaunchZappos Insights, a Web site offering management videos and tips from staffers at a cost of $39.95 a month.
    27. 27. Goal: Build more buzz around the Zappos brand and it’s extreme customer service
    28. 28. CEO, Anthony C. Hsieh, has 1.6 million followers on Twitter (more than CBS News and the NFL) – to which he offers fans inspirational quotes, news riffs and whatever else</li></ul>Management Theory<br /><ul><li> Pay call-center operators salary = $11/ hour (no bonuses or 401K matching) </li></ul>(Heisch believes the most productive employees work for the psychic gratification of helping others)<br /><ul><li> Customer services reps are given plenty of freedom
    29. 29. Top priority to establish an emotional connection
    30. 30. More than 95% of Zappos’ transactions take place over</li></ul> the Web, making an actual phone call a special <br />opportunity<br />
    31. 31. Contact Points<br />1.) Zappos.com Website<br />2.)Social Badging<br />Zappos offers easy to use html codes that consumers can plant on any of their social networking pages, letting people know how you feel about Zappos, and giving them an contact point that isn’t as intrusive as other methods. <br />3.) Youtube Channel<br />Channel, on one of the world’s most popular websites, provides contact points for customers to see the service and experience Zappos offers.<br />
    32. 32. Contact Points<br />4.) The Customer Service Rep<br />5.) Facebook<br />http://www.facebook.com/zappos<br />
    33. 33. Contact Points<br />6.) Search Engine <br />Optimization a.k.a <br />“Google search”<br />7.) Twitter<br />http://www.twitter.com/zappos<br />
    34. 34. Contact Points<br />8.) Weekly Shameless Plug9.)Word of Mouth<br />
    35. 35. Contact Points<br />10.) Zappos Life (Catalog)11.)PR – The Good & The Bad<br />Good: Article on Mashable<br />Bad: CEO Tweets Layoffs<br />
    36. 36. Calder Brand Analysis Worksheet<br />
    37. 37. Conclusion<br />The goal is to position Zappos.com as an online service leader. If customers begin to associate the Zappos.com brand with the absolute best service, Zappos can inevitably expand into other product categories. Zappos focuses on the definition of service; work being done by one person or group that benefits another. <br />That’s Zappos.com; Powered by Service.<br />
    38. 38. Appendix?<br />

    ×