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Zappos Interview Presentation
 

Zappos Interview Presentation

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    Zappos Interview Presentation Zappos Interview Presentation Presentation Transcript

    • Zappos Interview Analysis Interview with Aaron Magness Yuksel Ulgen
    • Zappos/1999
      • Founded by Nick Swinmurn in 1999
      • In San Francisco
      • Online Shoe Store
      • Tony Hsieh was an investor
      • Tony Hsieh became the CEO
      • in 2000
    • Zappos
    • Zappos/2009
      • In Las Vegas (office) & Kentucky (Warehouse)
      • 1400 employees
      • Selling shoes, eyewear, handbags, accessories, clothes
      • CUSTOMER SERVICE
      • CULTURE
      • CORE VALUES
    • Zappos/2009 Clothes Shoes Handbags Eyewear Accessories Customer Service
    • Zappos Culture CULTURE BRAND Drives BRAND IS CUSTOMER SERVICE
    • Zappos Core Values
      • Deliver WOW Through Service
      • Embrace and Drive Change
      • Create Fun and a Little Weirdness
      • Be Adventurous , Creative , and Open Minded
      • Pursue Growth and Learning
      • Build Open and Honest Relationship With Communication
      • Build a Positive Team and Family Spirit
      • Do More With Less
      • Be Passionate and Determined
      • Be Humble
    • Employees
      • Zapponians
      • People who fit to the culture
      • They’re paying $2000 to new employees to quit
      • All new employees
        • 4 weeks at call center
        • 1 week at warehouse
        • Understand the importance of
        • customer service
      • Two step interview
        • Technical
        • Culture fit
    • Services
      • Selling shoes, clothes, watches, eyewear, accessories
      • and eventually anything, everything, even airlines
    • Services
      • Free Shipping both ways
      • 365 days Return Policy
      • 7/24 Open Warehouses
      • Directing to Competitors
      • Anything that creates a positive lasting memory is
      • CUSTOMER SERVICE
    • Customers
      • Over 10 million
      • DEMOGRAPHICS
        • Gender: Female
        • Age: 25 - 49
        • Income: $94k household income
        • Education: College educated
        • Marriage: Married with children
    • Expansion
      • Customers’ ideas about expansion
      • They are more than an online shoe store!
    • Competitors
      • Not concerned about competitors
      • Just focusing to the customer service
    • Advertisement & Marketing
      • Commercials
      • Advertisements
      • Blogs
        • http://blogs.zappos.com/blogs
      • Twitter
        • @zappos, lots of other Zappos Employees
      • Zappos TV
        • http://blogs.zappos.com/blogs/zappos-tv
      • Zappos Insights
        • http://www.zapposinsights.com/
      • WORD OF MOUTH
    • Analysis
      • Zappos is more than an online shoe store..
      • They try to create a lasting relationship with their customers
      • CEO, Tony Hsieh does not have his own room
      • Employees having fun while working
      • Science of Happiness can help your business, brand & yourself Tony Hsieh
      People may not remember exactly what you did or what you said, but they will always remember how you made them feel
    • References
      • http://i51.photobucket.com/albums/f367/Torquemada1/KnifeCrimeCrisismilibandgordonbrown.jpg
      • http://www.chumpysclipart.com/illustration/99/mom_working_from_home_or_taking_online_classes_on_her_computer_with_kids_around_her
      • http://vividcuriosity.com/marketing/clever-zappos-advertisement-airport/
      • http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_hsieh.jpg
      • http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_group.03.jpg
    • THANK YOU!
      • ANY QUESTIONS