SlideShare a Scribd company logo

Zappos lessons: Building a Customer-Focused Culture

Thor
Thor

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

1 of 26
Download to read offline
Building a Customer-Focused Culture Tony Hsieh CEO
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]
Word of mouth in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & Word of Mouth
What is customer service?

Recommended

Zappos final presentation
Zappos final presentation Zappos final presentation
Zappos final presentation Nina Fox
 
Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08zappos
 
Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis  Itm  Fenway Cohort  Team 9Zappos Case Analysis  Itm  Fenway Cohort  Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
 
Zappos Case analysis
Zappos Case analysisZappos Case analysis
Zappos Case analysisAshish Tandon
 

More Related Content

What's hot

How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
 
Case study 1 zappos
Case study 1 zapposCase study 1 zappos
Case study 1 zapposJoanne Pan
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysisarfo ardhiyanto
 
Gap analysis of Mc donalds with respect to fast food industry
 Gap analysis of Mc donalds with respect to fast food industry Gap analysis of Mc donalds with respect to fast food industry
Gap analysis of Mc donalds with respect to fast food industryShashi Kumar
 
Team Omega: Tim Hortons
Team Omega: Tim HortonsTeam Omega: Tim Hortons
Team Omega: Tim HortonsKeely Galgano
 
Tim hortons the challenge of expansion
Tim hortons   the challenge of expansionTim hortons   the challenge of expansion
Tim hortons the challenge of expansionGuximLohja
 
Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Melih Torlak
 
Starbucks-delivering-customer-service-final
Starbucks-delivering-customer-service-finalStarbucks-delivering-customer-service-final
Starbucks-delivering-customer-service-finalAli Bukhari
 
Starbucks Delivering Customer Value
Starbucks Delivering Customer ValueStarbucks Delivering Customer Value
Starbucks Delivering Customer ValueDhaval Buddhadev
 
Amazon Fresh - Mock Marketing Plan
Amazon Fresh - Mock Marketing PlanAmazon Fresh - Mock Marketing Plan
Amazon Fresh - Mock Marketing PlanHelena Lavieri
 
mcdonalds marketing strategies
mcdonalds marketing strategiesmcdonalds marketing strategies
mcdonalds marketing strategiesPri Dhavale
 

What's hot (20)

How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
 
Zappos case study
Zappos case studyZappos case study
Zappos case study
 
Zappos
ZapposZappos
Zappos
 
Case study 1 zappos
Case study 1 zapposCase study 1 zappos
Case study 1 zappos
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysis
 
Starbucks
StarbucksStarbucks
Starbucks
 
Zappos
ZapposZappos
Zappos
 
Gap analysis of Mc donalds with respect to fast food industry
 Gap analysis of Mc donalds with respect to fast food industry Gap analysis of Mc donalds with respect to fast food industry
Gap analysis of Mc donalds with respect to fast food industry
 
Team Omega: Tim Hortons
Team Omega: Tim HortonsTeam Omega: Tim Hortons
Team Omega: Tim Hortons
 
Tim hortons the challenge of expansion
Tim hortons   the challenge of expansionTim hortons   the challenge of expansion
Tim hortons the challenge of expansion
 
Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!
 
Zappos.Com, por Tony Hsieh
Zappos.Com, por Tony HsiehZappos.Com, por Tony Hsieh
Zappos.Com, por Tony Hsieh
 
Starbucks-delivering-customer-service-final
Starbucks-delivering-customer-service-finalStarbucks-delivering-customer-service-final
Starbucks-delivering-customer-service-final
 
Operation Management for Walmart
Operation Management for WalmartOperation Management for Walmart
Operation Management for Walmart
 
Starbucks Delivering Customer Value
Starbucks Delivering Customer ValueStarbucks Delivering Customer Value
Starbucks Delivering Customer Value
 
Eataly
EatalyEataly
Eataly
 
Ikea's supply chain 2018
Ikea's supply chain 2018Ikea's supply chain 2018
Ikea's supply chain 2018
 
Amazon Fresh - Mock Marketing Plan
Amazon Fresh - Mock Marketing PlanAmazon Fresh - Mock Marketing Plan
Amazon Fresh - Mock Marketing Plan
 
mcdonalds marketing strategies
mcdonalds marketing strategiesmcdonalds marketing strategies
mcdonalds marketing strategies
 
Webvan Final
Webvan FinalWebvan Final
Webvan Final
 

Viewers also liked

When Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposWhen Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposAgus Iskandar
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happinesszappos
 
Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Dr. Asokendu Samanta
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentationyuksel ulgen
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommercezappos
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowAdam Audette
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensCynthia Hartwig
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchSabina Chaudhuri
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos PptAdreka
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Petit Web
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Publiczappos
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support StoriesInfinit-O Global, Limited
 

Viewers also liked (16)

When Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposWhen Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from Zappos
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
 
Class 4
Class 4Class 4
Class 4
 
Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited
 
E-marketplace
E-marketplaceE-marketplace
E-marketplace
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
 
Zappos
ZapposZappos
Zappos
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos Ppt
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Public
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories
 

Similar to Zappos lessons: Building a Customer-Focused Culture

Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Super Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WISuper Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WIMyra Golden
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgAlfred Lin
 
Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Alfred Lin
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer ExperienceAdigital
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer ExperienceBrian Kalma
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09zappos
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFAlfred Lin
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionzappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 

Similar to Zappos lessons: Building a Customer-Focused Culture (20)

Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
 
Super Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WISuper Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WI
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.Org
 
Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0
 
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer Experience
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOF
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billion
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Building A Brand 2017
Building A Brand 2017Building A Brand 2017
Building A Brand 2017
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 

More from Thor

Get Satisfaction at Dreamforce
Get Satisfaction at DreamforceGet Satisfaction at Dreamforce
Get Satisfaction at DreamforceThor
 
Get Satisfaction's original pitch
Get Satisfaction's original pitchGet Satisfaction's original pitch
Get Satisfaction's original pitchThor
 
We're All Collapsitarians Now
We're All Collapsitarians NowWe're All Collapsitarians Now
We're All Collapsitarians NowThor
 
The End of Obsolescence
The End of ObsolescenceThe End of Obsolescence
The End of ObsolescenceThor
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Thor
 
Introduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingIntroduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingThor
 
Alex Frankel: Living the Brand
Alex Frankel: Living the BrandAlex Frankel: Living the Brand
Alex Frankel: Living the BrandThor
 
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeGeek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeThor
 
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceVirgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceThor
 
Be Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldBe Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldThor
 

More from Thor (10)

Get Satisfaction at Dreamforce
Get Satisfaction at DreamforceGet Satisfaction at Dreamforce
Get Satisfaction at Dreamforce
 
Get Satisfaction's original pitch
Get Satisfaction's original pitchGet Satisfaction's original pitch
Get Satisfaction's original pitch
 
We're All Collapsitarians Now
We're All Collapsitarians NowWe're All Collapsitarians Now
We're All Collapsitarians Now
 
The End of Obsolescence
The End of ObsolescenceThe End of Obsolescence
The End of Obsolescence
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)
 
Introduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingIntroduction: Customer Service is the New Marketing
Introduction: Customer Service is the New Marketing
 
Alex Frankel: Living the Brand
Alex Frankel: Living the BrandAlex Frankel: Living the Brand
Alex Frankel: Living the Brand
 
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeGeek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
 
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceVirgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer Service
 
Be Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldBe Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 world
 

Recently uploaded

IT Nation Evolve event 2024 - Quarter 1 - Event
IT Nation Evolve event 2024 - Quarter 1 - EventIT Nation Evolve event 2024 - Quarter 1 - Event
IT Nation Evolve event 2024 - Quarter 1 - EventInbay UK
 
SARomics Biostructures 2024 Company Presentation
SARomics Biostructures 2024 Company PresentationSARomics Biostructures 2024 Company Presentation
SARomics Biostructures 2024 Company PresentationSalam Al-Karadaghi
 
Miller Coors Presentation at CAGNY Feb 2024
Miller Coors Presentation at CAGNY Feb 2024Miller Coors Presentation at CAGNY Feb 2024
Miller Coors Presentation at CAGNY Feb 2024Neil Kimberley
 
5 Common Writing Mistakes Infographic.pdf
5 Common Writing Mistakes Infographic.pdf5 Common Writing Mistakes Infographic.pdf
5 Common Writing Mistakes Infographic.pdfRemar Barquilla
 
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...How do hotel linen suppliers contribute to sustainable and eco-friendly pract...
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...indhumathi546580
 
Database Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyDatabase Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyBloomerang
 
SYY CAGNY 2024 PRESENTATION (February 20, 2024)
SYY CAGNY 2024 PRESENTATION (February 20, 2024)SYY CAGNY 2024 PRESENTATION (February 20, 2024)
SYY CAGNY 2024 PRESENTATION (February 20, 2024)SYYIR
 
FICCI Monthly Bulletin February 2024.pdf
FICCI  Monthly Bulletin February 2024.pdfFICCI  Monthly Bulletin February 2024.pdf
FICCI Monthly Bulletin February 2024.pdfsubarnamostafa1
 
Hershey Presentation at 2024 CAGY Conference
Hershey Presentation at 2024 CAGY ConferenceHershey Presentation at 2024 CAGY Conference
Hershey Presentation at 2024 CAGY ConferenceNeil Kimberley
 
NCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxNCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxCinoGaming1
 
Let’s get moving! Setting some goals Optimizing your workflow
Let’s get moving! Setting some goals Optimizing your workflowLet’s get moving! Setting some goals Optimizing your workflow
Let’s get moving! Setting some goals Optimizing your workflowngothuyanct
 
Eni: fourth quarter and full year 2023 results
Eni: fourth quarter and full year 2023 resultsEni: fourth quarter and full year 2023 results
Eni: fourth quarter and full year 2023 resultsEni
 
Cracking the Leadership Shadow Code.pptx
Cracking the Leadership Shadow Code.pptxCracking the Leadership Shadow Code.pptx
Cracking the Leadership Shadow Code.pptxWorkforce Group
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Trending Topics for events Presentation.pdf
Trending Topics for events Presentation.pdfTrending Topics for events Presentation.pdf
Trending Topics for events Presentation.pdfgaju619
 
Clean/Renewable Energy Virtual Investor Conference
Clean/Renewable Energy Virtual Investor ConferenceClean/Renewable Energy Virtual Investor Conference
Clean/Renewable Energy Virtual Investor ConferenceMarketing847413
 
DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023Dropbox
 
Zero Budget Marketing Strategy with KPIs for a Cleaning Detergent Training ...
Zero Budget Marketing  Strategy with KPIs for a Cleaning Detergent  Training ...Zero Budget Marketing  Strategy with KPIs for a Cleaning Detergent  Training ...
Zero Budget Marketing Strategy with KPIs for a Cleaning Detergent Training ...Precious Mvulane CA (SA),RA
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
 

Recently uploaded (20)

IT Nation Evolve event 2024 - Quarter 1 - Event
IT Nation Evolve event 2024 - Quarter 1 - EventIT Nation Evolve event 2024 - Quarter 1 - Event
IT Nation Evolve event 2024 - Quarter 1 - Event
 
SARomics Biostructures 2024 Company Presentation
SARomics Biostructures 2024 Company PresentationSARomics Biostructures 2024 Company Presentation
SARomics Biostructures 2024 Company Presentation
 
Miller Coors Presentation at CAGNY Feb 2024
Miller Coors Presentation at CAGNY Feb 2024Miller Coors Presentation at CAGNY Feb 2024
Miller Coors Presentation at CAGNY Feb 2024
 
5 Common Writing Mistakes Infographic.pdf
5 Common Writing Mistakes Infographic.pdf5 Common Writing Mistakes Infographic.pdf
5 Common Writing Mistakes Infographic.pdf
 
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...How do hotel linen suppliers contribute to sustainable and eco-friendly pract...
How do hotel linen suppliers contribute to sustainable and eco-friendly pract...
 
Database Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyDatabase Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang Academy
 
SYY CAGNY 2024 PRESENTATION (February 20, 2024)
SYY CAGNY 2024 PRESENTATION (February 20, 2024)SYY CAGNY 2024 PRESENTATION (February 20, 2024)
SYY CAGNY 2024 PRESENTATION (February 20, 2024)
 
FICCI Monthly Bulletin February 2024.pdf
FICCI  Monthly Bulletin February 2024.pdfFICCI  Monthly Bulletin February 2024.pdf
FICCI Monthly Bulletin February 2024.pdf
 
Hershey Presentation at 2024 CAGY Conference
Hershey Presentation at 2024 CAGY ConferenceHershey Presentation at 2024 CAGY Conference
Hershey Presentation at 2024 CAGY Conference
 
NCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxNCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptx
 
Let’s get moving! Setting some goals Optimizing your workflow
Let’s get moving! Setting some goals Optimizing your workflowLet’s get moving! Setting some goals Optimizing your workflow
Let’s get moving! Setting some goals Optimizing your workflow
 
Eni: fourth quarter and full year 2023 results
Eni: fourth quarter and full year 2023 resultsEni: fourth quarter and full year 2023 results
Eni: fourth quarter and full year 2023 results
 
Bryan_Cassady - AI Powered Innovation.pdf
Bryan_Cassady - AI Powered Innovation.pdfBryan_Cassady - AI Powered Innovation.pdf
Bryan_Cassady - AI Powered Innovation.pdf
 
Cracking the Leadership Shadow Code.pptx
Cracking the Leadership Shadow Code.pptxCracking the Leadership Shadow Code.pptx
Cracking the Leadership Shadow Code.pptx
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Trending Topics for events Presentation.pdf
Trending Topics for events Presentation.pdfTrending Topics for events Presentation.pdf
Trending Topics for events Presentation.pdf
 
Clean/Renewable Energy Virtual Investor Conference
Clean/Renewable Energy Virtual Investor ConferenceClean/Renewable Energy Virtual Investor Conference
Clean/Renewable Energy Virtual Investor Conference
 
DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023
 
Zero Budget Marketing Strategy with KPIs for a Cleaning Detergent Training ...
Zero Budget Marketing  Strategy with KPIs for a Cleaning Detergent  Training ...Zero Budget Marketing  Strategy with KPIs for a Cleaning Detergent  Training ...
Zero Budget Marketing Strategy with KPIs for a Cleaning Detergent Training ...
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024
 

Zappos lessons: Building a Customer-Focused Culture

  • 1. Building a Customer-Focused Culture Tony Hsieh CEO
  • 2.
  • 3.
  • 4.
  • 5. Power of Repeat Customers & Word of Mouth
  • 6. What is customer service?
  • 7.
  • 8.
  • 9.
  • 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.
  • 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.
  • 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.
  • 26.