1. Creating Personal Emotional
Connections

2. A little about me…
2
R&D
Community
and Experience
Culture

3. A service company that just happens to
sell shoes, clothing, handbags,
accessories, housewares…

4. 2009 #23
2010 #15
2011 #6
TOP 100 BEST
COMPANIES TO
WORK FOR
2012 #11
2013 #31
2014 #38

5. Headquarters:
Downtown Las Vegas
Fulfillment:
Nationwide
1500+ employees

6. 1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried

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. Clothing
Customer Service
Culture
Community
Zappos is all about the 4 C’s…

9. What is PEC?

10. Manager to Employee PEC
10 – 20% Rule

11. Manager to Employee PEC
Team Building

12. Manager to Employee PEC
Office Design

13. Holacracy and PEC
2 key Elements of Holacracy

14. Distributed Authority
Allows people the chance to evolve
the structure of the
organization, responding to real-world
conditions.

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. Roles – Finding Passion

18. Wishez

19. Volunteer Programs

20. Benefits

21. Customer PEC

25. 25

26. 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!