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Zappos Preso 2010-05-19 Nordic Ecommerce Summit
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Zappos Preso 2010-05-19 Nordic Ecommerce Summit

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    Zappos Preso 2010-05-19 Nordic Ecommerce Summit Zappos Preso 2010-05-19 Nordic Ecommerce Summit Presentation Transcript

    • Delivering Happiness
      Nordic E-Commerce Summit
      Alfred Lin, COO/CFO
      alfred@zappos.com
      May 19, 2010
      1
    • A Little About Me (Alfred)
      ’97-’98
      ’94
      ’99
      ’05 - Today
      ’01-’05
      © 2009 sunnibrown.com
    • 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”
      • #23 in 2009 – highest debut for a newcomer in 2009
      Zappos.com is “Powered by Service”
      • Providing the best online shopping experience possible.
      • Fast, Free Shipping. Free return shipping. 365-day return policy.
      • Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
      Best selection
      • Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs.
      • Over 4 million items in warehouse
      • 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
    • Customer Service: Establishing a personal emotional connection with the customer
    • Clothing, Customer Service, Culture
      Culture
      Customer Service
      Clothing
    • Clothing
    • Customer Service
    • Culture
    • Clothing, Customer Service, Culture
      Culture
      Customer Service
      Clothing
    • 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
    • Building Great
    • CULTURE
      “Committable Core Values”
      Don’t make your core values
      just a meaningless plaque on the wall…
    • 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
    • “That’s great,
      but it would
      neverwork at my company…”
    • ALIGNMENT
      It doesn’t matter what your core values are…
      as long as you
      commit to them.
    • VISION
      “Whatever you’re thinking, think bigger.”
      Does the vision have meaning?
      Chase the vision, not the money…
    • 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
    • ENTREPRENEURS:
      “What would you be passionate about doing for 10 years even if you never made a dime?”
    • EMPLOYEES:
      What’s the larger vision and greater purpose in their work beyond money or profits?
    • What’s the greater vision and purpose of employees’ work?
      Go beyond the profit motive.
      © 2009 sunnibrown.com
    • VISION
      MOTIVATION
      vs.
      INSPIRATION
    • Motivation is different
      from inspiration.
      © 2009 sunnibrown.com
      © 2009 sunnibrown.com
      • 1999 Selection
      • 2003 Customer Service
      • 2005 Culture and core values as our platform
      • 2007 Personal Emotional Connection
      • 2009 Delivering Happiness
      Evolution of a Brand
    • Take a step back.
      Stop and ask yourself:
      What is your goal in life?
      © 2009 sunnibrown.com
    • 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
    • “If happiness is your goal,
      ask why 5 times about every matter.”
      – TaiichiOhno
      why
      why
      why
      why
    • 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:
    • 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
    • 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
    • A FEW DIFFERENT
      ON HAPPINESS
      f
      r
      a
      m
      e
      w
      o
      s
      r
      k
      © 2009 sunnibrown.com
    • Perceived Control
      Perceived Progress
      Connectedness
      Vision / Meaning
      (Being part of something bigger than yourself)
      A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
    • Maslow’s Hierarchy:
    • 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
    • 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
    • Important
      Questions
      © 2009 sunnibrown.com
    • 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
    • If the research shows that
      vision / meaning / higher purpose
      leads to happiness…
      What is your company’s higher purpose?
      What is your higher purpose?
    • Recommended Books
    • PEAK
      Chip Conley
      TRIBAL LEADERSHIP
      Dave Logan, John King & Halee Fischer-Wright
      FOUR HOUR WORK WEEK
      Tim Ferriss
      HAPPINESS HYPOTHESIS
      Jonathan Haidt
      RECOMMENDED BOOKS:
    • Delivering Happiness
      A Path to Profits, Passion and Purpose
      by Tony Hsieh
      Launching June 7, 2010
      RECOMMENDED BOOKS:
    • THANK YOU
    • 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!
    • Questions
    • THANK YOU