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Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
Zappos Interview Presentation
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Zappos Interview Presentation

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

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