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Zappos Preso 2009-01-27 Health 3.0

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Alfred Lin
Alfred Lin

Alfred Lin, COO/CFO of Zappos, discusses building a brand that matters through vision, repeat customers, transparency, and culture. Zappos prioritizes customer service through fast shipping, easy returns, and friendly customer support. This emphasis on service has led to high repeat customer rates, with over 50% of customers returning within a year to purchase an average of 2.5 times. Zappos also strives for transparency and an open culture defined by its ten core values.

Business
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Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
 
A Little About Me (Alfred) My Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance Corporate Background ,[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… Zappos is committed to WOWing each and every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of repeat customers and word of mouth...
Customer Service: What Customers First See ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[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],[object Object],[object Object],[object Object],[object Object]
Customer feedback is more rewarding than press clippings… Story about a returned wallet…
Four Things You Need to Build a Brand that Matters
Thing #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #2 ,[object Object],[object Object],[object Object],[object Object]
Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
Thing #3 ,[object Object],[object Object]
Exposing yourself as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #4 ,[object Object],[object Object]
Zappos Core Values: Every employee is asked to live & breathe the core values and inspire the culture in others. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Zappos = Happiness (for customers & employees) ,[object Object],[object Object]
 
Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Zappos Preso 2009-01-27 Health 3.0

  • 1. Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
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  • 6. Power of repeat customers and word of mouth...
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  • 10. Customer feedback is more rewarding than press clippings… Story about a returned wallet…
  • 11. Four Things You Need to Build a Brand that Matters
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  • 14. Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
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