SlideShare a Scribd company logo
Building a Customer-Focused Culture Tony Hsieh CEO
Zappos at a Glance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Word of mouth in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & Word of Mouth
What is customer service?
Customer Service: What Customers First See ,[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[object Object]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
10 TIPS for building a  service-focused culture
TIP #1 Commit to customer service.  Make it part of your mission. It’s not just a department… Be true to your mission when making hard (or easy) decisions.
Zappos.com Mission ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #2 Come up with committable core values.  Do some soul searching. Don’t come up with core values  just because they sound good.
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #3 Actively manage your culture based on your core values … …  for every single department.
TIP #4 Make “WOW”  part of your company’s  everyday vocabulary.
TIP #5 Remember that  customer service is  an investment …  …  not an expense. Don’t hide your 1-800 number. Don’t measure call times.
TIP #6 Trust and empower  your customer service team. Find people that are passionate about customer service.
TIP #7 Create a culture book.
TIP #8 Give great service to everyone: Customers Employees Vendors Investors
TIP #9 Make culture part of everyone’s  performance review.
TIP #10 Have the entire company celebrate great service. Tell stories.
 
 
Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Zappos lessons: Building a Customer-Focused Culture

  • 1. Building a Customer-Focused Culture Tony Hsieh CEO
  • 2.
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  • 5. Power of Repeat Customers & Word of Mouth
  • 6. What is customer service?
  • 7.
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  • 10. 10 TIPS for building a service-focused culture
  • 11. TIP #1 Commit to customer service. Make it part of your mission. It’s not just a department… Be true to your mission when making hard (or easy) decisions.
  • 12.
  • 13. TIP #2 Come up with committable core values. Do some soul searching. Don’t come up with core values just because they sound good.
  • 14.
  • 15. TIP #3 Actively manage your culture based on your core values … … for every single department.
  • 16. TIP #4 Make “WOW” part of your company’s everyday vocabulary.
  • 17. TIP #5 Remember that customer service is an investment … … not an expense. Don’t hide your 1-800 number. Don’t measure call times.
  • 18. TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
  • 19. TIP #7 Create a culture book.
  • 20. TIP #8 Give great service to everyone: Customers Employees Vendors Investors
  • 21. TIP #9 Make culture part of everyone’s performance review.
  • 22. TIP #10 Have the entire company celebrate great service. Tell stories.
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  • 26.