Zappos Preso 2010-05-18 ECEW
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Zappos Preso 2010-05-18 ECEW

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  • 1. Delivering Happiness
    European Customer Experience World
    Alfred Lin, COO/CFO
    alfred@zappos.com
    May 18, 2010
    1
  • 2.
  • 3. A Little About Me (Alfred)
    ’97-’98
    ’94
    ’99
    ’05 - Today
    ’01-’05
    © 2009 sunnibrown.com
  • 4. Zappos.com, Inc. at a GlanceCorporate Background
    Founded in 1999
    1800 employees (half in Las Vegas headquarters, half in Kentucky)
    • #15 in 2010 FORTUNE MAGAZINE’s “100 Best Companies To Work For”
    • 5. #23 in 2009 – highest debut for a newcomer in 2009
    Zappos.com is “Powered by Service”
    • Providing the best online shopping experience possible.
    • 6. Fast, Free Shipping. Free return shipping. 365-day return policy.
    • 7. Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
    Best selection
    • Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs.
    • 8. Over 4 million items in warehouse
    • 9. 100% of products inventoried (no drop ship).
  • Repeat customers and word of mouth...
    $1,200
    $1,000
    $800
    Gross Sales $ (millions)
    $600
    $400
    $200
    $0
    2000
    2001
    2002
    2003
    2004
    2005
    2006
    2007
    2008
    2009
    Gross Sales
    1.6
    8.6
    32
    70
    184
    370
    587
    841
    1,014
    1,187
  • 10. Customer Service: Establishing a personal emotional connection with the customer
  • 11. Clothing, Customer Service, Culture
    Culture
    Customer Service
    Clothing
  • 12. Clothing
  • 13. Customer Service
  • 14. Culture
  • 15. Clothing, Customer Service, Culture
    Culture
    Customer Service
    Clothing
  • 16. Delivering Happiness(customers and employees)
    “People may not remember exactly
    what you did or what you said,
    but they will always remember
    how you made them feel.”
    © 2009 sunnibrown.com
  • 17. Building Great
  • 18. CULTURE
    “Committable Core Values”
    Don’t make your core values
    just a meaningless plaque on the wall…
  • 19. Example: 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 Relationships With Communication
    Build a Positive Team and Family Spirit
    Do More with Less
    Be Passionate and Determined
    Be Humble
  • 20. “That’s great,
    but it would
    neverwork at my company…”
  • 21. ALIGNMENT
    It doesn’t matter what your core values are…
    as long as you
    commit to them.
  • 22. VISION
    “Whatever you’re thinking, think bigger.”
    Does the vision have meaning?
    Chase the vision, not the money…
  • 23. WORDS OF WISDOM
    Don’t chase
    the paper;
    chase the
    DREAM.
    Sean Combs, a.k.a.
    “Puff Daddy”
    Biggie Smalls, a.k.a. “Notorious B.I.G., ”
    © 2009 sunnibrown.com
  • 24. ENTREPRENEURS:
    “What would you be passionate about doing for 10 years even if you never made a dime?”
  • 25. EMPLOYEES:
    What’s the larger vision and greater purpose in their work beyond money or profits?
  • 26. What’s the greater vision and purpose of employees’ work?
    Go beyond the profit motive.
    © 2009 sunnibrown.com
  • 27. VISION
    MOTIVATION
    vs.
    INSPIRATION
  • 28. Motivation is different
    from inspiration.
    © 2009 sunnibrown.com
    © 2009 sunnibrown.com
  • 29.
    • 1999 Selection
    • 30. 2003 Customer Service
    • 31. 2005 Culture and core values as our platform
    • 32. 2007 Personal Emotional Connection
    • 33. 2009 Delivering Happiness
    Evolution of a Brand
  • 34. Take a step back.
    Stop and ask yourself:
    What is your goal in life?
    © 2009 sunnibrown.com
  • 35. WHAT IS YOUR GOAL IN LIFE?
    Grow Company
    Get a Great Job
    Boyfriend / Girlfriend
    Be Healthy
    why?
    why?
    why?
    why?
    Retire Early
    Make Money
    Find Soul Mate
    Run Faster
    why?
    why?
    why?
    why?
    Spend Time w/ Family
    Buy A Home
    Get Married
    Run A Marathon
    why?
    why?
    why?
    why?
    HAPPINESS
  • 36. “If happiness is your goal,
    ask why 5 times about every matter.”
    – TaiichiOhno
    why
    why
    why
    why
  • 37. Research has shown that people
    are very bad at predicting what
    will bring us sustained
    happiness.
    © 2009 sunnibrown.com
  • 38. HAPPINESS
    People are very bad at predicting what will bring them sustained happiness.
    “When I get ___, I will be happy.”
    “When I achieve ___, I will be happy.”
    RESEARCH HAS SHOWN:
  • 39. There is a SCIENCE behind many aspects of business including:
    conversion
    psychology of buying
    direct marketing
    customer acquisition metrics
    repeat customer behavior, etc.
    What if you spent just 10% of your time studying and learning the SCIENCE of HAPPINESS?
    How much HAPPIER could you be?
    Happiness
  • 40. WHAT IS YOUR GOAL IN LIFE?
    Grow Company
    Get a Great Job
    Boyfriend / Girlfriend
    Be Healthy
    why?
    why?
    why?
    why?
    Retire Early
    Make Money
    Find Soul Mate
    Run Faster
    why?
    why?
    why?
    why?
    Spend Time w/ Family
    Buy A Home
    Get Married
    Run A Marathon
    why?
    why?
    why?
    why?
    HAPPINESS
  • 41. A FEW DIFFERENT
    ON HAPPINESS
    f
    r
    a
    m
    e
    w
    o
    s
    r
    k
    © 2009 sunnibrown.com
  • 42. Perceived Control
    Perceived Progress
    Connectedness
    Vision / Meaning
    (Being part of something bigger than yourself)
    A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
  • 43. Maslow’s Hierarchy:
  • 44. Rock Star
    (Pleasure – chasing the next high)
    Flow
    (Engagement – time flies)
    Meaning/Higher Purpose
    (Being part of something bigger than yourself)
    3 TYPES OF HAPPINESS
    time
    time
    time
  • 45. Happy Great Great
    PeopleEmployeesBusinesses
    Pleasure Job Profits
    Chasing highs Comp/Benefits Financial Performance
    Flow Career Passion
    Engagement Recognition Passion
    Meaning Calling Purpose
    Purpose PurposePurpose
    time
    time
    time
  • 46. Important
    Questions
    © 2009 sunnibrown.com
  • 47. What of your time do you want to spend learning about the SCIENCE of HAPPINESS?
    How can the SCIENCE of HAPPINESS help your business, your brand, and yourself?
    © 2009 sunnibrown.com
  • 48. If the research shows that
    vision / meaning / higher purpose
    leads to happiness…
    What is your company’s higher purpose?
    What is your higher purpose?
  • 49. Recommended Books
  • 50. PEAK
    Chip Conley
    TRIBAL LEADERSHIP
    Dave Logan, John King & Halee Fischer-Wright
    FOUR HOUR WORK WEEK
    Tim Ferriss
    HAPPINESS HYPOTHESIS
    Jonathan Haidt
    RECOMMENDED BOOKS:
  • 51. Delivering Happiness
    A Path to Profits, Passion and Purpose
    by Tony Hsieh
    RECOMMENDED BOOKS:
  • 52. THANK YOU
  • 53. Questions
  • 54.
  • 55.
  • 56. Email alfred@zappos.com for:
    This presentation
    Free culture book
    (need physical mailing address)
    Go to http://tours.zappos.com for:
    Tour of our offices when you’re next in Las Vegas
    (takes about an hour)
    We’ll pick you up from the airport or your hotel in a Zappos Shuttle!
    Contact info and tours!
  • 57. THANK YOU