Philadelphia SHRM

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Philadelphia SHRM

  1. 1. A little about me… Culture R&D Community, Experience, and Events
  2. 2. A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…
  3. 3. TOP 100 BEST 2009 #23COMPANIES TO 2010 #15WORK FOR 2011 #6
  4. 4. Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
  5. 5. 1,000+ brands 200,000+ styles 6 million items in warehouse100% inventoried
  6. 6. Customer Service: What customers see first24/7 1-800 number on every pageFree shippingFree return shipping365-day return policy
  7. 7. Customer Service: What customers experienceFast, accurate fulfillmentSurprise UpgradesOccasionally direct to competitors’ web sites
  8. 8. Customer Service: What we do internallyNo call times/sales goalsCulture Reviews4 weeks of training
  9. 9. Customer Service: What we do internallyPay to QuitCulture BookInterviews Based on Culture
  10. 10. NPS Scores The Ultimate QuestionBased on your recent experience, how likelywould you be to recommend us to a friend or family member?
  11. 11. NPS Scores The Ultimate QuestionBased on your recent experience, how likelywould you be to recommend us to a friend or family member? 93%
  12. 12. NPS Scores If you started your own service-basedcompany, how likely would you be to hire the team member who assisted you?
  13. 13. NPS ScoresIf you started your own service-based company, how likely would you be to hire the team member who assisted you? 92%
  14. 14. Commitment to Transparency: Examples “Ask Anything” newsletter Extranet for vendors Tours & reporter visits Twitter.zappos.com
  15. 15. OUR CULTURE
  16. 16. Where it began…1994-1995: Pizza business incollege•1996-1998: LinkExchange (onlineadvertising)•1999: Venture Frogs (investmentfund)•1999-Today: Zappos.com, Inc.
  17. 17. DECIDING OURVALUES & CULTURE
  18. 18. VALUES & CULTURE What are Gathering What are the values buy in fromour values? of our best? the team.
  19. 19. 1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative, and Open- Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
  20. 20. FROM IDEA TO ACTION…
  21. 21. RESEARCH SHOWS ITDOESN’T MATTER WHATYOUR VALUES ARE, YOUJUST HAVE TO COMMITTO THEM AND CREATEALIGNMENT
  22. 22. COMMITTING TO CULTUREStarts with HR
  23. 23. HireSlowly…Fire Quickly!
  24. 24. THE ROLE OF HRRisk AdvisorsDetermine “Culture Fit”Support the CultureCreate Policies Around the RULE Not the Exception.
  25. 25. Committing to Culture: ExamplesCulture ContractPay to QuitCulture ReviewHandbook
  26. 26. LEADERSHIP
  27. 27. EMPLOYEES:What’s the larger vision and greater purpose in their work beyond money or profits?
  28. 28. VISIONMOTIVATION vs.INSPIRATION
  29. 29. THE ROLE OF A LEADERDrive the CultureHelp Your Employees Find Their CallingCreate a Positive Team and Family Spirit
  30. 30. 10% - 20% Rule
  31. 31. PEC – Personal Emotional Connection
  32. 32. PROGRAMSCore ValueCo-Worker BonusZollar StoreAnniversary
  33. 33. WISHEZ
  34. 34. EVENTS
  35. 35. Workspace
  36. 36. Fun-ctional Spaces
  37. 37. OPEN DOOR POLICY
  38. 38. WHAT CULTURE CAN DO FOR A COMPANY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
  39. 39. Thank you for allowing me to be here! Email me! Jamie@zappos.com Questions or Comments Tour of our office Copy of our culture book Want more? ZapposInsights.com

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