Zappos - PubCon - 11-10-09

Z
zappos
••
Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos PubCon November 10, 2009
 
A Little About Me (Tony)
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],[object Object]
Commitment to Transparency: Examples ,[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]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Evolution of Zappos Brand Transcends shoes & service ,[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]
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]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
Delivering HAPPINESS
Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos For Zappos HQ Tours, go to http://tours.zappos.com
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
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]
1 of 48

Zappos - PubCon - 11-10-09

••
Download to read offline
BusinessTechnology
Z
zappos

Recommended

CultureCulture
CultureReed Hastings
17.2M views•125 slides
Zappos case studyZappos case study
Zappos case studyToko Bunga Surabaya
77.4K views•36 slides
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09zappos
2.8K views•33 slides
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09zappos
1.6K views•48 slides
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
1.7K views•48 slides
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
10.8K views•53 slides

More Related Content

Viewers also liked

Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
51.5K views•55 slides

Viewers also liked(9)

More from zappos

IBM 5/15/18IBM 5/15/18
IBM 5/15/18zappos
504 views•136 slides

More from zappos(19)

IBM 5/15/18IBM 5/15/18
IBM 5/15/18
zappos•504 views
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
zappos•2.6K views
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
zappos•962 views
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09
zappos•902 views
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09
zappos•925 views
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
zappos•952 views
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
zappos•769 views
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
zappos•6.8K views
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
zappos•4.6K views
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
zappos•870 views
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
zappos•1.6K views
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
zappos•803 views
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
zappos•1.7K views
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
zappos•2.5K views
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
zappos•811 views
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
zappos•751 views
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
zappos•1.4K views
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
zappos•921 views
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
zappos•679 views

Recently uploaded

terms_2.pdfterms_2.pdf
terms_2.pdfJAWADIQBAL40
11 views•8 slides
valuation firm.valuation firm.
valuation firm.NandniDhyani
9 views•2 slides

Recently uploaded(20)

The Business Tycoons(March-2023) - Womens Day MagazineThe Business Tycoons(March-2023) - Womens Day Magazine
The Business Tycoons(March-2023) - Womens Day Magazine
Global India Business Forum•14 views
Muhammad Al Farizi_ParkWise.pptxMuhammad Al Farizi_ParkWise.pptx
Muhammad Al Farizi_ParkWise.pptx
Muhammad Al Farizi•68 views
Effective Supervisory SkillEffective Supervisory Skill
Effective Supervisory Skill
Seta Wicaksana•13 views
terms_2.pdfterms_2.pdf
terms_2.pdf
JAWADIQBAL40•11 views
TNR Gold Investor Presentation - Building The Green Energy Metals Royalty and...TNR Gold Investor Presentation - Building The Green Energy Metals Royalty and...
TNR Gold Investor Presentation - Building The Green Energy Metals Royalty and...
Kirill Klip•68 views
valuation firm.valuation firm.
valuation firm.
NandniDhyani•9 views
Coomes Consulting Business ProfileCoomes Consulting Business Profile
Coomes Consulting Business Profile
Chris Coomes•32 views
Aircon Clinic Singapore Aircon Clinic Singapore
Aircon Clinic Singapore
manuaggarwal25•15 views
RESIDENTIAL CARPENTRY SERVICES – COLOR RENOVATION INCRESIDENTIAL CARPENTRY SERVICES – COLOR RENOVATION INC
RESIDENTIAL CARPENTRY SERVICES – COLOR RENOVATION INC
colorrenovation•17 views
Skilled Landscape ContractorSkilled Landscape Contractor
Skilled Landscape Contractor
EmmanuelRyker•12 views
Corporate DeckCorporate Deck
Corporate Deck
Equinox Gold Corp.•228 views
Personal Brand Exploration - Gray LeePersonal Brand Exploration - Gray Lee
Personal Brand Exploration - Gray Lee
grayl3•40 views
10254techvisiontrend1awcp-200206101024-210820140857-220303175054.pdf10254techvisiontrend1awcp-200206101024-210820140857-220303175054.pdf
10254techvisiontrend1awcp-200206101024-210820140857-220303175054.pdf
marynaytest1fgdfd0•12 views
Strategies for Responsible and Efficient Waste DisposalStrategies for Responsible and Efficient Waste Disposal
Strategies for Responsible and Efficient Waste Disposal
AlfredoRaylan•61 views
How do I select the right EBARA pressure pump for my needs? How do I select the right EBARA pressure pump for my needs?
How do I select the right EBARA pressure pump for my needs?
KK Tech Eco Products•13 views
Sergio Gustavo and Diego Marynberg Catalysts in Mr. Marynberg’s Journey of Su...Sergio Gustavo and Diego Marynberg Catalysts in Mr. Marynberg’s Journey of Su...
Sergio Gustavo and Diego Marynberg Catalysts in Mr. Marynberg’s Journey of Su...
Sergio Gustavo•10 views
terms_2.pdfterms_2.pdf
terms_2.pdf
JAWADIQBAL40•23 views
Discover the Finest Interior Painting Services in Miami Elevate Your Space wi...Discover the Finest Interior Painting Services in Miami Elevate Your Space wi...
Discover the Finest Interior Painting Services in Miami Elevate Your Space wi...
Florida Painting Miami•9 views
Concierge Services Business PlanConcierge Services Business Plan
Concierge Services Business Plan
Jessica Larson•11 views
Ceramic Grinding Roller.pdfCeramic Grinding Roller.pdf
Ceramic Grinding Roller.pdf
TomasChien2•17 views

Zappos - PubCon - 11-10-09

  • 1. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos PubCon November 10, 2009
  • 2.  
  • 3. A Little About Me (Tony)
  • 4.
  • 5.
  • 6.
  • 7. Power of repeat customers and word of mouth...
  • 8.
  • 9.
  • 10.
  • 11.
  • 15. Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.  
  • 30. TAKE A STEP BACK What is your goal in life?
  • 31. 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?
  • 32.
  • 33.
  • 34. 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?
  • 35. A Few Different Frameworks of HAPPINESS
  • 36.
  • 38.
  • 39.
  • 40.
  • 41.
  • 42.
  • 43.
  • 45. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos For Zappos HQ Tours, go to http://tours.zappos.com
  • 46.  
  • 47.
  • 48.