Tony Hsieh, CEO of Zappos, discusses how the company has built a brand through focusing on customer service, culture, and repeat customers. Zappos prioritizes delivering "wow" customer service through their 365-day return policy, fast shipping, and friendly customer service representatives. They have also cultivated a strong company culture focused on core values like delivering wow through service. This emphasis on customer service and culture has led to high rates of repeat customers, with over 75% of purchases coming from returning customers.

1. Building a Brand that Matters Tony Hsieh - CEO Twitter: @zappos MPG – New York January 13, 2009

6. Power of Repeat Customers & Word of Mouth

11. 4 Things You Need to Build a Brand that Matters

12. THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…

13. THING #2 REPEAT CUSTOMERS “ Great product, Great service, or Low Prices” (Choose and focus on 2 of the 3)

14. Repeat Customer Data for Zappos.com

15. THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”

17. THING #4 CULTURE “ Committable Core Values”

19. Owning the 3 C ’s: C lothing C ustomer Service C ulture

20. ZAPPOS = HAPPINESS (for 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.”

23. 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)