Zappos Interview Presentation

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Transcript

  • 1. Zappos Interview Analysis Interview with Aaron Magness Yuksel Ulgen
  • 2. 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
  • 3. Zappos
  • 4. Zappos/2009
    • In Las Vegas (office) & Kentucky (Warehouse)
    • 1400 employees
    • Selling shoes, eyewear, handbags, accessories, clothes
    • CUSTOMER SERVICE
    • CULTURE
    • CORE VALUES
  • 5. Zappos/2009 Clothes Shoes Handbags Eyewear Accessories Customer Service
  • 6. Zappos Culture CULTURE BRAND Drives BRAND IS CUSTOMER SERVICE
  • 7. 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
  • 8. 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
  • 9. Services
    • Selling shoes, clothes, watches, eyewear, accessories
    • and eventually anything, everything, even airlines
  • 10. 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
  • 11. Customers
    • Over 10 million
    • DEMOGRAPHICS
      • Gender: Female
      • Age: 25 - 49
      • Income: $94k household income
      • Education: College educated
      • Marriage: Married with children
  • 12. Expansion
    • Customers’ ideas about expansion
    • They are more than an online shoe store!
  • 13. Competitors
    • Not concerned about competitors
    • Just focusing to the customer service
  • 14. 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
  • 15. 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
  • 16. 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
  • 17. THANK YOU!
    • ANY QUESTIONS