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Zappos Interview Presentation

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Zappos Interview Presentation

  1. 1. Zappos Interview Analysis Interview with Aaron Magness Yuksel Ulgen
  2. 2. Zappos/1999 <ul><li>Founded by Nick Swinmurn in 1999 </li></ul><ul><li>In San Francisco </li></ul><ul><li>Online Shoe Store </li></ul><ul><li>Tony Hsieh was an investor </li></ul><ul><li>Tony Hsieh became the CEO </li></ul><ul><li>in 2000 </li></ul>
  3. 3. Zappos
  4. 4. Zappos/2009 <ul><li>In Las Vegas (office) & Kentucky (Warehouse) </li></ul><ul><li>1400 employees </li></ul><ul><li>Selling shoes, eyewear, handbags, accessories, clothes </li></ul><ul><li>CUSTOMER SERVICE </li></ul><ul><li>CULTURE </li></ul><ul><li>CORE VALUES </li></ul>
  5. 5. Zappos/2009 Clothes Shoes Handbags Eyewear Accessories Customer Service
  6. 6. Zappos Culture CULTURE BRAND Drives BRAND IS CUSTOMER SERVICE
  7. 7. Zappos Core Values <ul><li>Deliver WOW Through Service </li></ul><ul><li>Embrace and Drive Change </li></ul><ul><li>Create Fun and a Little Weirdness </li></ul><ul><li>Be Adventurous , Creative , and Open Minded </li></ul><ul><li>Pursue Growth and Learning </li></ul><ul><li>Build Open and Honest Relationship With Communication </li></ul><ul><li>Build a Positive Team and Family Spirit </li></ul><ul><li>Do More With Less </li></ul><ul><li>Be Passionate and Determined </li></ul><ul><li>Be Humble </li></ul>
  8. 8. Employees <ul><li>Zapponians </li></ul><ul><li>People who fit to the culture </li></ul><ul><li>They’re paying $2000 to new employees to quit </li></ul><ul><li>All new employees </li></ul><ul><ul><li>4 weeks at call center </li></ul></ul><ul><ul><li>1 week at warehouse </li></ul></ul><ul><ul><li>Understand the importance of </li></ul></ul><ul><ul><li>customer service </li></ul></ul><ul><li>Two step interview </li></ul><ul><ul><li>Technical </li></ul></ul><ul><ul><li>Culture fit </li></ul></ul>
  9. 9. Services <ul><li>Selling shoes, clothes, watches, eyewear, accessories </li></ul><ul><li>and eventually anything, everything, even airlines </li></ul>
  10. 10. Services <ul><li>Free Shipping both ways </li></ul><ul><li>365 days Return Policy </li></ul><ul><li>7/24 Open Warehouses </li></ul><ul><li>Directing to Competitors </li></ul><ul><li>Anything that creates a positive lasting memory is </li></ul><ul><li>CUSTOMER SERVICE </li></ul>
  11. 11. Customers <ul><li>Over 10 million </li></ul><ul><li>DEMOGRAPHICS </li></ul><ul><ul><li>Gender: Female </li></ul></ul><ul><ul><li>Age: 25 - 49 </li></ul></ul><ul><ul><li>Income: $94k household income </li></ul></ul><ul><ul><li>Education: College educated </li></ul></ul><ul><ul><li>Marriage: Married with children </li></ul></ul>
  12. 12. Expansion <ul><li>Customers’ ideas about expansion </li></ul><ul><li>They are more than an online shoe store! </li></ul>
  13. 13. Competitors <ul><li>Not concerned about competitors </li></ul><ul><li>Just focusing to the customer service </li></ul>
  14. 14. Advertisement & Marketing <ul><li>Commercials </li></ul><ul><li>Advertisements </li></ul><ul><li>Blogs </li></ul><ul><ul><li>http://blogs.zappos.com/blogs </li></ul></ul><ul><li>Twitter </li></ul><ul><ul><li>@zappos, lots of other Zappos Employees </li></ul></ul><ul><li>Zappos TV </li></ul><ul><ul><li>http://blogs.zappos.com/blogs/zappos-tv </li></ul></ul><ul><li>Zappos Insights </li></ul><ul><ul><li>http://www.zapposinsights.com/ </li></ul></ul><ul><li>WORD OF MOUTH </li></ul>
  15. 15. Analysis <ul><li>Zappos is more than an online shoe store.. </li></ul><ul><li>They try to create a lasting relationship with their customers </li></ul><ul><li>CEO, Tony Hsieh does not have his own room </li></ul><ul><li>Employees having fun while working </li></ul><ul><li>Science of Happiness can help your business, brand & yourself Tony Hsieh </li></ul>People may not remember exactly what you did or what you said, but they will always remember how you made them feel
  16. 16. References <ul><li>http://i51.photobucket.com/albums/f367/Torquemada1/KnifeCrimeCrisismilibandgordonbrown.jpg </li></ul><ul><li>http://www.chumpysclipart.com/illustration/99/mom_working_from_home_or_taking_online_classes_on_her_computer_with_kids_around_her </li></ul><ul><li>http://vividcuriosity.com/marketing/clever-zappos-advertisement-airport/ </li></ul><ul><li>http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_hsieh.jpg </li></ul><ul><li>http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_group.03.jpg </li></ul>
  17. 17. THANK YOU! <ul><li>ANY QUESTIONS </li></ul>

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