GPTW - Creating Personal Emotional Connections

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GPTW - Creating Personal Emotional Connections

  1. 1. Creating Personal Emotional Connections
  2. 2. A little about me… 2 R&D Community and Experience Culture
  3. 3. A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
  4. 4. 2009 #23 2010 #15 2011 #6 TOP 100 BEST COMPANIES TO WORK FOR 2012 #11 2013 #31 2014 #38
  5. 5. Headquarters: Downtown Las Vegas Fulfillment: Nationwide 1500+ employees
  6. 6. 1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried
  7. 7. 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open- Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble 7
  8. 8. Clothing Customer Service Culture Community Zappos is all about the 4 C’s…
  9. 9. What is PEC?
  10. 10. Manager to Employee PEC 10 – 20% Rule
  11. 11. Manager to Employee PEC Team Building
  12. 12. Manager to Employee PEC Office Design
  13. 13. Holacracy and PEC 2 key Elements of Holacracy
  14. 14. Distributed Authority Allows people the chance to evolve the structure of the organization, responding to real-world conditions.
  15. 15. Self-Organization Each person is given the authority to take any action useful to express their purpose, as long as such action doesn't violate the Domain of another role.
  16. 16. Roles – Finding Passion
  17. 17. Wishez
  18. 18. Volunteer Programs
  19. 19. Benefits
  20. 20. Customer PEC
  21. 21. 25
  22. 22. Thank you for allowing me to be here! Email me! Jamie@zappos.com • Questions or Comments • A copy of this presentation • Tour of our office – If you happen to be in Las Vegas! • Classes, Q&A’s, Bootcamp – Zapposinsights.com • Copy of our culture book – Be sure to include your mailing address!

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