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Andreessen Horowitz Trust Optimization Event - DTP - 10.9.14
The document discusses how Zappos built trust with customers and achieved rapid sales growth from 2000 to 2008 by prioritizing company culture, customer service, and customer experience over clothing. It also outlines how Zappos is expanding its brand and priorities from clothing and customer service to include company culture, community involvement, and transforming its headquarters city of Las Vegas.
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Andreessen Horowitz Trust Optimization Event - DTP - 10.9.14
- 1. ZAPPOS.COM BUILDING ABRAND IS ABOUT BUILDING TRUST
- 2. The Power ofWOW ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 Gross Sales $MM $1,000 800 600 400 200
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- 5. CULTURE THE #1PRIORITY
- 6. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
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- 10. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 11. DELIVERING CHUASTPOPMIENRSE &SESMPLOYEES “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” -MAYA ANGELOU
- 12. WHAT’S DELIVNERIENG XHAPTPINESS Clothing & Footwear Customer Service Company Culture different types of trust in the brand a meta-trust, inception style: “a great brand… ______”
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- 14. LAS VEGAS CITYHALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
- 15. LAS VEGAS CITYHALL
- 16. LAS VEGAS CITYHALL
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- 20. DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
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- 22. DOWNTOWN VEGAS FREMONTEAST http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
- 23. DOWNTOWN VEGAS FREMONTEAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg
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- 25. DOWNTOWN VEGAS FREMONTEAST http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
- 26. DELIVERING HAPPINESS WHAT’ S NEXT ? Clothing Customer Service Company Culture
- 27. DELIVERING HAPPINESS WHAT’ S NEXT ? Clothing Customer Service Company Culture Community
- 28. A GREAT BRAND is a story that never stops unfolding.
- 29. A GREAT BRAND COMPANY is a story that never stops unfolding.
- 30. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
- 31. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
- 32. MORE INFO Fora copy of this presentation: tony@zappos.com For more information: www.zappos.com www.downtownproject.com