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Building a Brand through Service and Culture

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zappos

Tony Hsieh, CEO of Zappos, discusses how to build a brand that matters through focusing on vision, repeat customers, transparency, and culture. Zappos prioritizes excellent customer service through free shipping, returns, and customer support. This focus on service has led to high repeat customer rates and word-of-mouth growth for Zappos. Hsieh emphasizes developing a strong company culture centered around core values like delivering wow through service.

BusinessTechnology
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Building a Brand that Matters Tony Hsieh - CEO Twitter: @zappos ASU Compete Through Service Symposium November 7, 2008
 
My background (Tony) ,[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & Word of Mouth
Customer Service: What Customers First See ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
4 Things You Need to Build a Brand that Matters
THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
THING #2 REPEAT CUSTOMERS “ Great product, Great service, or Low Prices” (Choose and focus on 2 of the 3)
Repeat Customer Data for Zappos.com
THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
Exposing ourselves as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THING #4 CULTURE “ Committable Core Values”
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture)
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

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