Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Zappos lessons: Building a Customer-Focused Culture

120,477 views

Published on

Tony Hsieh, CEO of Zappos, provides his 10 tips for building a customer service focused culture.

Published in: Business, Education
  • Yes you are right. There are many research paper writing services available now. But almost services are fake and illegal. Only a genuine service will treat their customer with quality research papers. ⇒ www.HelpWriting.net ⇐
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Did u try to use external powers for studying? Like ⇒ www.HelpWriting.net ⇐ ? They helped me a lot once.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • I'd advise you to use this service: ⇒ www.HelpWriting.net ⇐ The price of your order will depend on the deadline and type of paper (e.g. bachelor, undergraduate etc). The more time you have before the deadline - the less price of the order you will have. Thus, this service offers high-quality essays at the optimal price.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Hello! I do no use writing service very often, only when I really have problems. But this one, I like best of all. The team of writers operates very quickly. It's called ⇒ www.WritePaper.info ⇐ Hope this helps!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Zappos lessons: Building a Customer-Focused Culture

  1. Building a Customer-Focused Culture Tony Hsieh CEO
  2. Zappos at a Glance <ul><ul><li>Founded in 1999 </li></ul></ul><ul><ul><li>Zappos is powered by service </li></ul></ul><ul><ul><ul><li>Providing the best service and online shopping experience possible. </li></ul></ul></ul><ul><ul><ul><li>Free shipping both ways. 365-day return policy. </li></ul></ul></ul><ul><ul><ul><li>Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service. </li></ul></ul></ul><ul><ul><li>Best selection </li></ul></ul><ul><ul><ul><li>Over 1100 brands. </li></ul></ul></ul><ul><ul><ul><li>Over 150,000 styles. </li></ul></ul></ul><ul><ul><ul><li>Over 800,000 unique UPCs. </li></ul></ul></ul><ul><ul><ul><li>3 million pairs of shoes. </li></ul></ul></ul><ul><ul><ul><li>Photographed in multiple angles. </li></ul></ul></ul><ul><ul><ul><li>100% of products inventoried (no drop ship). </li></ul></ul></ul><ul><ul><li>Zappos is a service company that happens to sell shoes, clothing, handbags, eyewear, watches (and eventually a bunch of other stuff). </li></ul></ul>
  3. Customer service value proposition in action… <ul><li>Zappos is committed to WOWing each and every customer. </li></ul><ul><ul><li>Customers come… </li></ul></ul><ul><ul><ul><li>7.4M total purchasing customers (about 2.5% of US population) </li></ul></ul></ul><ul><ul><ul><li>3.3M have purchased in the last 12 months </li></ul></ul></ul><ul><ul><li>Customers come back… </li></ul></ul><ul><ul><ul><li>On any given day, about 75% of purchases from returning customers </li></ul></ul></ul><ul><ul><ul><li>Repeat customers order >2.5x in the next 12 months </li></ul></ul></ul><ul><ul><li>Customers come back, order more and order more often… </li></ul></ul><ul><ul><ul><li>Repeat customers have higher average order size </li></ul></ul></ul><ul><ul><ul><li>$111.98 – first time customers in Q406 </li></ul></ul></ul><ul><ul><ul><li>$143.22 – returning customer in Q406 </li></ul></ul></ul>
  4. Word of mouth in action… <ul><li>Word of mouth enhances marketing investment significantly </li></ul><ul><ul><li>Advertising spending… </li></ul></ul><ul><ul><ul><li>85% Internet </li></ul></ul></ul><ul><ul><ul><li>15% Print </li></ul></ul></ul><ul><ul><li>New customers acquired heard about Zappos… </li></ul></ul><ul><ul><ul><li>44% from Internet </li></ul></ul></ul><ul><ul><ul><li>43% from word of mouth </li></ul></ul></ul><ul><ul><ul><li>13% from other </li></ul></ul></ul>
  5. Power of Repeat Customers & Word of Mouth
  6. What is customer service?
  7. Customer Service: What Customers First See <ul><ul><li>24/7 1-800 number on every page </li></ul></ul><ul><ul><li>Free shipping both ways </li></ul></ul><ul><ul><li>365-day return policy </li></ul></ul>
  8. Customer Service: What Customers Experience <ul><ul><li>Fast, Accurate Fulfillment </li></ul></ul><ul><ul><li>Friendly, helpful “above and beyond” customer service </li></ul></ul><ul><ul><li>Refer customers to competitors’ web sites </li></ul></ul>
  9. Customer Service: What We Do Internally <ul><ul><li>No call times </li></ul></ul><ul><ul><li>No sales-based performance goals for reps </li></ul></ul><ul><ul><li>Run warehouse 24/7 </li></ul></ul><ul><ul><li>Inventory all product (no drop-ship) </li></ul></ul><ul><ul><li>5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas </li></ul></ul><ul><ul><li>Culture book </li></ul></ul><ul><ul><li>Interviews and performance reviews are 50% based on core values and culture fit </li></ul></ul>
  10. 10 TIPS for building a service-focused culture
  11. TIP #1 Commit to customer service. Make it part of your mission. It’s not just a department… Be true to your mission when making hard (or easy) decisions.
  12. Zappos.com Mission <ul><ul><li>To Live and Deliver WOW </li></ul></ul><ul><ul><li>Internally, we have a saying: </li></ul></ul><ul><ul><li>We are a service company that happens to sell _____________________. </li></ul></ul><ul><ul><ul><li>shoes </li></ul></ul></ul><ul><ul><ul><li>and handbags </li></ul></ul></ul><ul><ul><ul><li>and clothing </li></ul></ul></ul><ul><ul><ul><li>and eyewear </li></ul></ul></ul><ul><ul><ul><li>and watches </li></ul></ul></ul><ul><ul><ul><li>and accessories </li></ul></ul></ul><ul><ul><ul><li>(and eventually a bunch of other stuff) </li></ul></ul></ul>
  13. TIP #2 Come up with committable core values. Do some soul searching. Don’t come up with core values just because they sound good.
  14. 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 Relationships 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>
  15. TIP #3 Actively manage your culture based on your core values … … for every single department.
  16. TIP #4 Make “WOW” part of your company’s everyday vocabulary.
  17. TIP #5 Remember that customer service is an investment … … not an expense. Don’t hide your 1-800 number. Don’t measure call times.
  18. TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
  19. TIP #7 Create a culture book.
  20. TIP #8 Give great service to everyone: Customers Employees Vendors Investors
  21. TIP #9 Make culture part of everyone’s performance review.
  22. TIP #10 Have the entire company celebrate great service. Tell stories.
  23.  
  24.  
  25. Q&A <ul><li>Email me -- [email_address] for: </li></ul><ul><ul><li>Answers to any additional questions not answered today </li></ul></ul><ul><ul><li>A copy of our culture book </li></ul></ul><ul><ul><li>Tour of our offices when you’re next in Vegas </li></ul></ul><ul><ul><li>Job opportunities </li></ul></ul>
  26.  

×