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Case Zappos - Resumo do Livro Satisfação Garantida - Tony Hsieh (Delivering Happiness)

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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that 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 that 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 eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, 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, Ebooks, 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 That 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 That 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 that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that 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 that 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 eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, 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, Ebooks, 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 That 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 That 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 that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that 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 that 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 eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, 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, Ebooks, 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 That 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 That 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 that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Case Zappos - Resumo do Livro Satisfação Garantida - Tony Hsieh (Delivering Happiness)

  1. 1. Case para disciplina de “Branding”Marketing Organizacional UNICAMP - Nov/2012 Nicholas Gimenes
  2. 2. Tony Hsieh . 1973 Infância 1995 Harvard (formatura) 1995 Oracle1996-98 LinkExchange 1999 Venture Frogs
  3. 3. Nick SwinmurnNão encontrava tênis Airwalk.Montou um site de vendas de sapatos.Publicava fotos de estoques e vitrines,enviava o produto após a compra.MERCADO DE CALÇADOS$ 40 bilhões MERCADO POR CATÁLOGOS 5% = $ 2 bilhões
  4. 4. PUUUUUUUTZ!
  5. 5. 2002 - Bolha das Pontocom Não conseguiam investimentos Não conseguiam as melhores marcas Vendas estavam fracas Muitas falhas nas entregas Caminhão tombou causando um prejuízo de meio milhão de dólares Demitiu 40% dos funcionários Atrasou salários e contas de fornecedores Trabalhavam de graça e por muitas horas Vendeu TUDO que tinha
  6. 6. 3 CsCultureCustomerClothing
  7. 7. Clothing“Nunca terceirize suas competências principais” Loja e Estoque Próprios Logística Própria Atendimento Próprio Melhores Marcas Frete Grátis Compra Fácil e Entrega Rápida 365 dias p/devolução (grátis)
  8. 8. Customer“A Felicidade não está nos produtos, mas na experiência” Atendimento s/ limite de tempo, métricas, scripts, ofertas 0800 24x7, em todas as páginas Indicar concorrentes, se necessário Clientes, Funcionários, Investidores, Fornecedores – Prêmios Surpresa “Seja verdadeiro e use o bom-senso” OBJETIVO: Criar UAU! - HistóriasVer cada interação como oportunidade deconstruir marca, não de minimizar despesas
  9. 9. Culture“A sua cultura é a sua marca” Seleção: 50% Técnica / 50% Valores 5 semanas em Treinamento 2 semanas atendendo 2 semanas enviando produtos Oferecem US$ 2000 para desistir Biblioteca e Workshops Salário abaixo da média, sem comissões
  10. 10. Culture1. Gere UAU! pelo serviço 7. Faça mais com menos2. Abrace e estimule a mudança 8. Seja apaixonado e3. Seja alegre e um pouco determinado “esquisito” 9. Busque o crescimento4. Aventure-se, seja criativo e aprendizado e cabeça aberta 10. Seja humilde5. Construa relacionamentos 10 Valores abertos e verdadeiros Centrais6. Construa uma equipe positiva e espírito de família
  11. 11. CultureBenefícios Lanches e Bebidas grátis Plano médico e odontológico grátis Vending machines grátis Sala de Descanso Acupuntura e Massagem Assistência Financeira e Legal Seguros, Descontos, Academia Festas, camisetas, premiações Bônus Surpresa de 1 salário
  12. 12. CultureCursos oferecidos (exemplos): História e Cultura da Zappos Comunicação I, II, III Introdução às Finanças Ciência da Felicidade Básico de RH Falar em Público Microsoft Office Gramática e Redação I, II Gestão de Estresse e Tempo
  13. 13. CultureTransparência Tour para jornalistas e visitantes - Carro da Zappos te pega no hotel Todos os funcionários são autorizados a falar com os repórteres - todos são embaixadores da marca Acesso livre às informações no sistema E-mail “Ask Anything” Culture Book – sobre a cultura Zappos - todos contribuem - sem edição (só erros de ortografia) - Grátis e Anual – para quem quiser
  14. 14. Culture Acts of Happiness - ônibus Zappos Insights - Cursos para empresários Livro "Delivering Happiness" Zappos.TV Social Media Pinterest, Twitter, Facebook, Youtube“Grandes marcas não se definem por seus produtos, mas por como fazem as pessoas se sentirem”
  15. 15. Deu certo?
  16. 16. US$ 1 bilhãoem Faturamento Bruto- 2009
  17. 17. Resultados Sede em Las Vegas + de 1.500 funcionários Melhores Empresas para se Trabalhar - Forbes + de US$ 1 bilhão em faturamento Aquisição pela Amazon - US$ 1,2 bilhões Disponibiliza + de 1.100 marcas 10 milhões de clientes 75% dos clientes são recorrentes Pretende oferecer o serviço de atendimento à outras empresas Setores Hoteleiro, Bancário, Aéreo – tudo em que serviço ao cliente seja crucial
  18. 18. SAC como MARKETING“A maioria vê SAC como Custo Operacional. Não percebem comopode ser rica como Investimento de Marketing.É melhor ter clientes que trazem mais clientes do que ex-clientes que afugentam osclientes em potencial.Os empreendedores atenciosos têm umachance de se destacar da maioria.” Fábio Seixas Camiseteria
  19. 19. Gostou? Compartilhe!
  20. 20. Nicholas Gimenes www.nicholasgimenes.com.br nicholasgimenes@gmail.com br.linkedin.com/in/nicholasgimenesfacebook.com/nicholasgimenes twitter.com/nicholasgimenes
  21. 21. OBRIGADO! O

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