Zappos built a billion dollar company through a customer-focused culture. They prioritize delivering "WOW" customer service through their 10 core values which guide decision making. Zappos also focuses on building strong relationships internally through transparency, trust and teamwork to deliver happiness to both customers and employees. Their long term vision is to be the best place to buy shoes and other items while providing the best customer experience.
Zappos.com: Developing a Supply Chain to Deliver WOW!Melih Torlak
The Secrets to Zappos' Success. Zappos success story as powered by excellent customer service. In Tony Hsieh’s own words, “Zappos is really a customer service that just happens to sell shoes”.Lessons we can all learn from Zappos.
Toko Bunga Surabaya, Jual Karangan Bunga Surabaya, Jual Bunga Papan Surabaya, Jual Bunga Ucapan Surabaya, Jual Rangkaian Bunga Surabaya, Jual Buket Bunga Surabaya, Bunga Ucapan Selamat, Bunga Ucapan Duka Cita, Bunga Papan Selamat, Bunga Papan Duka Cita
Hireko Golf Sales and Marketing WebinarHireko Golf
VP Marketing Rob Altomonte gives a sales and marketing presentation on how to make money selling Hireko Golf Clubs. View the audio portion on youtube.com/hirekogolf
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
Presentation on Zappos competitive advantage using Twitter and other social media tools to reach out to their target consumer and generate active interest in their business
CEO Blog at http://blogs.zappos.com/blogs/ceo-blog/2008/03/03/all-hands-meetings-and-employee-bonus
Public version of Zappos 2-29-08 (Vegas) and 3-1-08 (Kentucky) all hands meeting presentation, including announcement of bonus payment for employees
Kathryn James and Paul Byrom at the AEO Conference 2013Noodle Live
The Holy Grail that is the 'Visitor Experience'. This is a phrase with which we are all quite well acquainted but, what are the truths in providing a truly compelling experience for your show audience. We will explore ideas for effective visitor retention.
Analysis regarding three issues (Website, Audience, and Media) and two recommendations (Improved Website and Blogger Partnership) that will drive traffic to Zappos.com.
The Evolution of a Franchise Sales Lead.
*Transforming Franchise Recruitment.
*Strategies for Delivering Increased Lead Generation
*Closings and Recruiting Better Franchisees
Presented in Lean circle - Bangalore meetup http://bangalore.leanstartupcircle.com/events/84149722/ by Rammohan and Pallav Barah. There are 5-6 examples of Indian companies and their plausible Business Model canvas
Amanda Nevins from Zappos Keynote IBF\'s Demand Planning and Forecasting Conf...Constance Korol
Amanda Nevins, Chief Accounting Officer at Zappos Keynote\'s the IBF\'s event in Las Vegas 2009. Amanda gives a background on wowing the customer, killing drop shipments even though it was more profitable and utilizing the KIVA robot system for picking.
Zappos.com: Developing a Supply Chain to Deliver WOW!Melih Torlak
The Secrets to Zappos' Success. Zappos success story as powered by excellent customer service. In Tony Hsieh’s own words, “Zappos is really a customer service that just happens to sell shoes”.Lessons we can all learn from Zappos.
Toko Bunga Surabaya, Jual Karangan Bunga Surabaya, Jual Bunga Papan Surabaya, Jual Bunga Ucapan Surabaya, Jual Rangkaian Bunga Surabaya, Jual Buket Bunga Surabaya, Bunga Ucapan Selamat, Bunga Ucapan Duka Cita, Bunga Papan Selamat, Bunga Papan Duka Cita
Hireko Golf Sales and Marketing WebinarHireko Golf
VP Marketing Rob Altomonte gives a sales and marketing presentation on how to make money selling Hireko Golf Clubs. View the audio portion on youtube.com/hirekogolf
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
Presentation on Zappos competitive advantage using Twitter and other social media tools to reach out to their target consumer and generate active interest in their business
CEO Blog at http://blogs.zappos.com/blogs/ceo-blog/2008/03/03/all-hands-meetings-and-employee-bonus
Public version of Zappos 2-29-08 (Vegas) and 3-1-08 (Kentucky) all hands meeting presentation, including announcement of bonus payment for employees
Kathryn James and Paul Byrom at the AEO Conference 2013Noodle Live
The Holy Grail that is the 'Visitor Experience'. This is a phrase with which we are all quite well acquainted but, what are the truths in providing a truly compelling experience for your show audience. We will explore ideas for effective visitor retention.
Analysis regarding three issues (Website, Audience, and Media) and two recommendations (Improved Website and Blogger Partnership) that will drive traffic to Zappos.com.
The Evolution of a Franchise Sales Lead.
*Transforming Franchise Recruitment.
*Strategies for Delivering Increased Lead Generation
*Closings and Recruiting Better Franchisees
Presented in Lean circle - Bangalore meetup http://bangalore.leanstartupcircle.com/events/84149722/ by Rammohan and Pallav Barah. There are 5-6 examples of Indian companies and their plausible Business Model canvas
Amanda Nevins from Zappos Keynote IBF\'s Demand Planning and Forecasting Conf...Constance Korol
Amanda Nevins, Chief Accounting Officer at Zappos Keynote\'s the IBF\'s event in Las Vegas 2009. Amanda gives a background on wowing the customer, killing drop shipments even though it was more profitable and utilizing the KIVA robot system for picking.
Outstanding customer service - the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty - synonymous with one of the nation's leading fashion specialty retailers; Nordstrom is known for providing the ultimate customer service experience. How did Nordstrom earn this reputation? How did they become the national standard of customer service? What is the Nordstrom philosophy?
This insightful webinar provides you with a personal glimpse into the inner workings of the Nordstrom culture.
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
Discover how customer phenom Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service. Rob Siefker of the Zappos Customer Loyalty Team will discuss the Zappos commitment to WOWing their customers through service, how they retain repeat customers, and what they do internally to inspire the Zappos culture & core values.
During this presentation you'll learn:
:: How Zappos WOWs customers every day
:: The power of repeat customers and word of mouth
:: Why the Zappos culture = delivering happiness
:: Seven steps for building a brand that matters
Loyalty Marketing is the Only Marketing You NeedFivestars
Loyalty marketing may be the only marketing you ever need to do. Experts agree that loyalty marketing is one of the most effective and efficient froms of marketing. With the rapid growth of social media, it is more relevant than ever before for small businesses.
Our guide to loyalty marketing will detail:
1. Data from experts on loyalty marketing and the results that it achieves
2. Key drivers of customer loyalty
3. A framework for measuring returns from your loyalty program
4. Practical tips for using loyalty marketing to increase your sales
Phenomenally successful Southwest Airlines is renowned for its stellar Customer service. Learn from former Southwest Executive and author of Lessons in Loyalty, Lorraine Grubbs, how Southwest built and maintains one of the most faithful Customer bases.
Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. They were one of the few companies who realized the existence of dual Customers - the internal one (employees) and the external one (passengers, vendors, partners, etc). This Customer service mindset was established from the onset in the creation of their mission statement, which in two separate parts, vows to deliver care and service to both employees and Customers. Their continual dedication to achieving the highest level of Customer service led them to:
* Always capitalize the "C" in Customers to emphasize their importance
* Imbed each employee paycheck with a reminder message that their "Customers were responsible for providing this paycheck"
* Design a hiring system to attract and retain "Warrior Spirits" with innate Customer service skills
* Implement a recognition system and invite the external Customer to help recognize employees
* Utilize fun as a strategy to find the kid in everyone
In this webinar you'll learn how to create a Customer Service culture in your organization, regardless of size. The principles and practices learned in this session will, when implemented correctly, boost the level of Customer loyalty in your organization, ultimately positioning your company as a leader in your industry and giving you a tremendous competitive advantage.
Beyond the Landing Page-The 7 Habits of Maximizing Web Site Advertising SpendDarren Guarnaccia
Beyond the Landing Page-The 7 Habits of Maximizing Web Site Advertising Spend. This is a presentation I gave at Ad:tech in April 09. It details how websites can be improved to maximize advertising investment.
Home-Based Call Centers: Retail Survival Tool for 2009 and BeyondVIPdesk
Home-Based Call Centers: Retail Survival Tool for 2009 and Beyond
Sally Hurley President VIPdesk
Find out:
What retailers are successfully using home-based call centers today
What is the benefit of home-based vs. brick-and-mortar customer care to retailers
How do home-based call centers increase customer loyalty and customer spend
How can home-based customer contact centers increase flexibility in uncertain times
How does a transition to a home-based call center impact your financials
How has VIPdesk helped improve the performance of its retail clients
Home Based Call Centers Retail Survival Tool 021709VIPdesk
Presented by: Sally Hurley, President VIPdesk
Find Out:
-What retailers are successfully using home-based call centers today?
-What is the benefit of home-based vs. brick-and-mortar customer care to retailers?
-How do home-based call centers increase customer loyalty and customer spend?
-How can home-based customer contact centers increase flexibility in uncertain times?
-How does a transition to a home-based call center impact your financials?
-How has VIPdesk helped improve the performance of its retail clients?
Zappos lessons: Building a Customer-Focused Culture
Customer centric at its best with Zappos & Parature
1. How Zappos Built a Billion Dollar Company
Through a Customer Focused Culture
Rob Siefker, Senior Manager, Customer Loyalty Team
Gary McNeil, Vice President of Marketing, Parature
2. The Collapse of Demand
Although there may …customers are
be signs of a buying less – demand
recovery… is recovering slowly
2
3. The Customer Has Never Been More Important!
• In light of sales teams selling less - organizations
are focused on:
» Customer retention
» Customer upsell and cross sell opportunities
» Lifetime value of a customer
» Overall revenue from the customer base
4. The Shifting Focus: From Hunters to Farmers
Falling Disproportionally on the Customer Support Function
The focus has shifted to further
monetizing the customer base…
…placing new found responsibilities
on the support function
4
5. The Changing Preferences of Your Customer
If You Build it They Will Come
The challenge isn’t driving customers
to leverage self-service…
…it’s keeping them there
5
7. Service Has Become A Major Differentiator
• Improving the customer experience
» Multi-channel support
• Providing support in the manner by which the customer wants it
• Reducing customer effort
» Delivering on the promise of first contact resolution
• The result is reduced frustration
• Increasing customer loyalty
» By reducing customer effort you increase customer loyalty
• Increased loyalty is a game changer
8. Parature
Parature is a leading provider of on-demand
software (SaaS) for customer service and
support
Parature enables organizations to:
• Reduce the cost of supporting their
customers
• Have a 360 view of customer issues
• Retain their customers
• Improve customer loyalty
• Generate more revenue from their base
• Deliver “great” customer service
9. Parature - One Integrated Suite
• One stop shopping
• One integrated software suite – on-demand
» Parature Portal
» Parature Ticket
» Parature Knowledgebase
» Parature Reporting
» Parature Chat
» Parature Forum
» Host of other modules
10. 800 Customers Across Industries & Market Segments
Technology Business Services Gaming and Digital Media
Education Associations Healthcare
11. How Zappos Built a Billion
Dollar Company Through a
Customer Focused Culture
Rob Siefker
Sr. Manager, Customer Loyalty Team
Confidential
12. A little about Tony our CEO
– 1994-1995: Pizza business in college
– 1996-1998: LinkExchange (online advertising)
Sold to Microsoft for $265 million
– 1999: Venture Frogs, LLC (angel investment
fund) 20/20 – Invested about $20M in
about 20 companies
Invested in Zappos.com
– 1999-Today: Zappos.com
Confidential
Slide #12
13. Zappos at a Glance
Corporate Background
– Founded in 1999
– 1400 employees (half in Las Vegas headquarters, half in Kentucky)
#23 in FORTUNE MAGAZINE’s “100 Best Companies To Work For”
Highest debut for a newcomer in 2009
– Zappos is “Powered by Service”
Providing the best online shopping experience possible.
Fast, Free Shipping. Free return shipping. 365-day return policy.
Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
– Best selection
Over 1200 brands, over 200,000 styles, over 900,000 unique UPCs.
4 million items in warehouse
100% of products inventoried (no drop ship).
– Zappos is a service company that happens to sell clothing, shoes, handbags,
eyewear, watches (and eventually a bunch of other stuff).
Confidential
Slide #13
14. Recent Recognition:
Nice, but we pay more attention to our customers
• TV Stories
– Donald Trump-Apprentice (2009)
– Oprah (2008/2009)
– ABC Nightline (2008)
– 60 Minutes (2007)
• Fortune “100 Best Companies to Work For”
– #23 (2009) – Highest ranking newcomer to list
• Fast Company “50 Most Innovative Companies”
– #20 (2009)
• BusinessWeek Top 25 “Customer Service Champs”
– #7 (2009)
Confidential
Slide #14
15. Customer service value proposition in action…
Zappos is committed to WOWing every customer.
– Customers come…
• 9.9M total purchasing customers (3.3% of US population)
• 4.1M have purchased in the last 12 months
– Customers come back…
• On any given day, about 75% of purchases from returning customers
• Repeat customers order >2.5x in the next 12 months
– Customers come back, order more and order more often…
• Repeat customers have higher average order size
• $123.86 – first time customers in Q407
• $156.27 – returning customer in Q407
Confidential
Slide #15
16. Power of repeat customers and word of mouth…
$1,000
$800
Gross Sales $M's
$600
$400
$200
$0
2000 2001 2002 2003 2004 2005 2006 2007 2008
Gross Sales 1.6 8.6 32 70 184 370 597 841 1014
Confidential
Slide #16
17. Clothing: moving beyond shoes…great selection
of clothing delivered with great service
100%
98%
96%
Gross Sales %
94%
92%
90%
88%
86%
84%
2005 2006 2007 2008
Footwear Apparel Bags & Luggage Eyewear Other
Confidential
Slide #17
18. Customer Service: the Zappos way…establishing a
personal emotional connection with the customer
See Experience Feel
What customers first see on What customers experience after What we do to establish a personal
Zappos web site? their order? emotional connection?
• Great selection • Fast, Accurate Fulfillment • Manage Call Center Differently
• No call times
• Easy to navigate web site • Most customers are “surprise”- • No sales-based performance
upgraded to overnight shipping goals for reps
• 24/7 800 # on every page • Manage Fulfillment Differently
• Friendly, helpful “above and • Run warehouse 24/7
• Free shipping beyond” customer service • Inventory all product (no drop-
ship)
• Free return shipping • Occasionally direct customers to • Manage Culture Differently
competitors’ web sites • Interviews and performance
• 365-day return policy reviews are 50% based on core
values and culture fit
• 5 weeks of culture, customer
service, and warehouse training
for everyone in Las Vegas
• Offer $2,000 for trainees to quit
• Culture book
Confidential
Slide #18
19. What is the Zappos
Culture?
Confidential
Slide #19
20. Culture: establish “committable core values”…
Every employee is asked to live & breathe the core values
and inspire the culture in others.
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
Confidential
Slide #20
21. Culture
Actively manage your culture based on
your core values
Make culture part of everyone’s
performance review
Confidential
Slide #21
22. Hiring for Culture
• The Application (Beyond the Basics)
– If you entered a room and a theme song played, what would your
song be and why?
– How lucky in life do you consider yourself to be on a scale from 1-
10?
• The Tour
• The Hiring Process
– Managers interview for technical fit and department culture fit.
– Human Resources interviews for culture fit.
– Must pass both in order to be hired.
Confidential
Slide #22
23. Building Teams and
Relationships
“If you want to go quickly, go alone.
If you want to go far, go together.”
(Al Gore quoting African proverb)
Confidential
Slide #23
24. Zappos = Delivering Happiness
(customers and employees)
“People may not remember exactly what you
did or what you said, but they will always
remember how you made them feel.”
The Cab Ride by Kent Nerburn
Confidential
Slide #24
25. Teams and Relationships
• Relationships
– Socialize with co-workers
– ZCN Clubs
– Twitter
• Manager’s Role:
– Drive the culture, our Core Values should guide
decision making
– Build their team (Team Building)
– Inspire new ideas and creative thinking
– Help employees find their calling, reach their peak
Confidential
Slide #25
26. Trust and
Transparency
“Be Real and You have Nothing to Fear”
Confidential
Slide #26
27. Trust and Transparency
• Employee Surveys • Twitter
• Culture Book • Distribution Lists
• OCM Notes • CLT
• Sales Reports – No Scripts
• Ask Anything – No Call Times
• Media – Full Responsibility
“Trust men and they will be true to you; treat them greatly,
and they will show themselves great.”
Ralph Waldo Emerson
Confidential
Slide #27
29. Step #1
DECIDE
If you’re trying to build a long term sustainable brand?
Requires more patience with revenues & profits
in order to lay the foundation
Decide sooner rather than later
Confidential
Slide #29
30. Step #2
VALUES &
CULTURE
Figure out values & culture sooner rather than later
Confidential
Slide #30
31. VALUES & CULTURE
Figure out values & culture sooner rather than later
• What are your PERSONAL core values?
• What are the COMPANY’s core values?
• Start EARLY.
• It is surprisingly HARDER than you think.
• It doesn’t MATTER what the values are.
• The most important thing is ALIGNMENT.
• …and LIVE the BRAND.
Confidential
Slide #31
32. Step #3
COMMIT TO TRANSPARENCY
“Be real and you have nothing to fear.”
Your culture is your brand
Don’t try to be someone you are not
Confidential
Slide #32
33. Step #4
VISION
“Whatever you’re thinking, think bigger.”
Does the vision have meaning?
Chase the vision, not the money…
Confidential
Slide #33
34. VISION
“Don’t chase the paper,
chase the dream.”
Sean Combs aka “Puff Daddy” to rapper
Biggie Smalls aka “Notorious B.I.G.”
in Notorious
Confidential
Slide #34
35. Question for ENTREPRENEURS:
“What would you be
passionate about doing for
10 years even if you never
made a dime?”
Confidential
Slide #35
36. Question for EMPLOYEES:
What’s the larger vision and
greater purpose in their
work beyond money or
profits?
Confidential
Slide #36
37. VISION
MOTIVATION
vs.
INSPIRATION
Confidential
Slide #37
38. Step #5
BUILD RELATIONSHIPS
(not networking)
Be INTERESTED rather than trying to be INTERESTING
Confidential
Slide #38
39. Step #6
BUILD YOUR TEAM
“If you want to go quickly, go alone.
If you want to go far, go together.”
(Al Gore quoting African proverb)
Hire slowly
Fire quickly
Confidential
Slide #39
40. Step #7
THINK LONG TERM
Repeat customers
Customer service
There is no “get rich quick” formula
“Overnight” successes are years in the making
(both personally and in business)
Confidential
Slide #40
41. Put a little Zappos in your day…
…some links to check out…
– http://twitter.com/zappos
(Tony Hsieh - CEO)
– http://twitter.zappos.com
(public mentions, employees)
– http://blogs.zappos.com
(photos & videos of culture)
– http://about.zappos.com
(more information about us & core values)
– http://www.zapposinsights.com
video Q&A from different depts., book recommendations)
Confidential
Slide #41
42. Contact Rob
Email me – rsiefker@zappos.com
Follow me on Twitter - @stopngorob
Follow Tony on Twitter - @Zappos
• Copy of our Culture Book (I’ll need a physical mailing address)
• Tour of our offices when you’re next in Las Vegas (takes about 45-
60 minutes)
• Job Opportunities
Thank you all very much!!!!!
Confidential
Slide #42
43. Questions?
Follow Parature on
http://blog.parature.com/
http://facebook.parature.com
http://twitter.com/parature.com
http://www.parature.com/rss
http://www.youtube.com/paratureinc