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Zappos - UIE - 4-20-09

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1) The document provides background information on Tony Hsieh and Zappos, including that Tony was an early investor in Zappos and is now its CEO. 2) It summarizes Zappos' business model of fast and free shipping, free returns, and excellent customer service. Zappos prioritizes customer satisfaction and employee culture. 3) Tony discusses the importance of company culture and values, and how focusing on culture, customers, and clothing has led to Zappos' success in delivering happiness to both customers and employees.

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Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos UIE Conference April 20, 2009
 
A Little About Me (Tony) 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],[object Object]
Recent Recognition: Nice, but we pay more attention to our customers ,[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 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]
 
 
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Clothing
Customer Service
Culture
Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Zappos Delivering Happiness (customers and employees) ,[object Object]
[object Object],[object Object]
Zappos Core Values ,[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]
7 Steps For Building A Brand that Matters
Step #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #2 ,[object Object],[object Object]
VALUES & CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #3 ,[object Object],[object Object],[object Object],[object Object]
Commitment to Transparency: Examples ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #4 ,[object Object],[object Object],[object Object],[object Object]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Step #5 ,[object Object],[object Object],[object Object]
Step #6 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #7 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TAKE A STEP BACK What is your goal in life?
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
RESEARCH HAS SHOWN: ,[object Object],[object Object],[object Object],[object Object]
HAPPINESS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
A Few Different Frameworks of HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
Maslow’s Hierarchy:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time
RECOMMENDED BOOKS: ,[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],[object Object],[object Object]
Delivering HAPPINESS
Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …to contact me or get a tour… ,[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 - UIE - 4-20-09

  • 1. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos UIE Conference April 20, 2009
  • 2.  
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  • 7. Power of repeat customers and word of mouth...
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  • 17. Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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  • 23. 7 Steps For Building A Brand that Matters
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  • 37. TAKE A STEP BACK What is your goal in life?
  • 38. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  • 39.
  • 40.
  • 41. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  • 42. A Few Different Frameworks of HAPPINESS
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