5. “ We are a service company that happens to sell stuff.” 1000+ brands 5 million+ warehoused items
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9. Building Customer Loyalty No call times Every phone call is a brand-building opportunity No upselling No scripts SERVICE
10. What customers experience next Redirect to competitors’ sites Fast, accurate fulfillment Surprise upgrades to overnight shipping Above-and-beyond customer service SERVICE
11. the #1 priority CULTURE 5 weeks of training Culture book $2000 to quit Hiring for culture Twitter helps build culture
12. C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
33. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
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36. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? why? why? why? why? HAPPINESS
SB (Now) Slide 11: The reason why it’s acceptable to remove the stats on the slide before is because (a) these types of things need to be STATED, not read (b) no one will remember the minutiae/numbers and (c) this slide punctuates their success and people will remember the visual of the exponential increase.
With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);
With our Employees: 5 weeks of culture, core values, customer service and warehouse training (remove for everyone in Vegas office – that’s where their customer loyalty team is and Tony can mention that if he wants to);