Zappo Chris

7/23/2019 Zappo Chris

1/14

Zappos: Happiness in aZappos: Happiness in a

BoxBoxPresented by: Chris HeathPresented by: Chris Heath


2/14

Company HistoryCompany History

Zappos is an online company that sells shoes and otherZappos is an online company that sells shoes and other

apparelapparel

The company was founded in 1999 by Nic !winmurnThe company was founded in 1999 by Nic !winmurnand is currently run by C"# Tony Hsiehand is currently run by C"# Tony Hsieh

$rom the start Zappos has focused on %reat customer$rom the start Zappos has focused on %reat customer

ser&ice and de&elopin% a culture at wor that is uni'ueser&ice and de&elopin% a culture at wor that is uni'ue


3/14

"mployee Hirin% and Trainin%"mployee Hirin% and Trainin%

http:((www)youtube)com(watch*&+%,-H.f-'/0shttp:((www)youtube)com(watch*&+%,-H.f-'/0s

Zappos only hires happy peopleZappos only hires happy people

#ne of their 'uestions durin% the inter&iew process is on#ne of their 'uestions durin% the inter&iew process is onscale of 112 how lucy are youscale of 112 how lucy are you

$ound that people that consider themsel&es lucy$ound that people that consider themsel&es lucyperformed betterperformed better

Passed on many well 'ualified and smart candidatesPassed on many well 'ualified and smart candidatesbecause they were not a cultural fitbecause they were not a cultural fit

"&ery employee must %o throu%h Customer 3oyalty"&ery employee must %o throu%h Customer 3oyaltyTeam 4C3T5 trainin% so they can learn how to -#-Team 4C3T5 trainin% so they can learn how to -#-customerscustomers

http:((www)youtube)com(watch*&+%,-H.f-'/0shttp:((www)youtube)com(watch*&+%,-H.f-'/0s

Zappos only hires happy peopleZappos only hires happy people

#ne of their 'uestions durin% the inter&iew process is on#ne of their 'uestions durin% the inter&iew process is onscale of 112 how lucy are youscale of 112 how lucy are you

$ound that people that consider themsel&es lucy$ound that people that consider themsel&es lucyperformed betterperformed better

Passed on many well 'ualified and smart candidatesPassed on many well 'ualified and smart candidatesbecause they were not a cultural fitbecause they were not a cultural fit

"&ery employee must %o throu%h Customer 3oyalty"&ery employee must %o throu%h Customer 3oyaltyTeam 4C3T5 trainin% so they can learn how to -#-Team 4C3T5 trainin% so they can learn how to -#-customerscustomers


4/14

Happy "mployees "'uals 6reatHappy "mployees "'uals 6reat

Customer !er&iceCustomer !er&ice"mployees are able to determine when they recei&e"mployees are able to determine when they recei&eraises by tain% classes and masterin% sillsraises by tain% classes and masterin% sills

Not paid based on the amount of calls they handle a dayNot paid based on the amount of calls they handle a day

#ne call lasted 7 hours and 8 minutes#ne call lasted 7 hours and 8 minutes

!N oney raned Zappos)com in the top 12 for!N oney raned Zappos)com in the top 12 forcustomer ser&icecustomer ser&ice

http:((www)youtube)com(watch*&+;w"1


5/14

>epeat Customers>epeat Customers

7?@ of sales on any %i&en day are from repeat7?@ of sales on any %i&en day are from repeat

customerscustomers

Aurin% period 27 first time customers spent D180),Aurin% period 27 first time customers spent D180),

while repeat customers spent D1?,)87while repeat customers spent D1?,)87

ostly word of mouth maretin%ostly word of mouth maretin%


6/14

!tories #f !uccess!tories #f !uccess

Personal Concier%ePersonal Concier%e . fli%ht attendant from antas was in !an $rancisco. fli%ht attendant from antas was in !an $rancisco

and needed to exchan%e a pair of shoesand needed to exchan%e a pair of shoes

!he had no access to a computer and did not now!he had no access to a computer and did not now

where a EP! store waswhere a EP! store was

. Zappos C3T member found the closest EP! store. Zappos C3T member found the closest EP! storeand ased them to print the label for herand ased them to print the label for her


7/14

!tories of !uccess!tories of !uccess

Carin% $or The !icCarin% $or The !ic

. 6randmother ordered some 3elli Felly shoes for her. 6randmother ordered some 3elli Felly shoes for her

four year old dau%hter that was %oin% to ha&e heartfour year old dau%hter that was %oin% to ha&e heartsur%erysur%ery

The C3T member had special shoesG flowersG and aThe C3T member had special shoesG flowersG and a

homemade card si%ned by team members sent to herhomemade card si%ned by team members sent to her


8/14


$rom Confusion to obility$rom Confusion to obility

The womens dad had a stroe and was tryin% toThe womens dad had a stroe and was tryin% to

learn to wal a%ainlearn to wal a%ain The C3T member had all the shoes o&erni%hted e&enThe C3T member had all the shoes o&erni%hted e&en

thou%h she was only %oin% to eep one pairthou%h she was only %oin% to eep one pair

The shoes ended up bein% molded into his castThe shoes ended up bein% molded into his cast


9/14


#fferin% Praise and 6ratitude#fferin% Praise and 6ratitude

. women went on the Breast Cancer 0 Aay in Aen&er. women went on the Breast Cancer 0 Aay in Aen&er

and left an autoreply on her emailand left an autoreply on her email

. C3T member %ot the autoreply email and decided. C3T member %ot the autoreply email and decided

to sent the woman a card to let her now what anto sent the woman a card to let her now what an

admirable thin% she was doin%admirable thin% she was doin%


10/14

TwitterTwitter

Tony ori%inally created the account as a personal searchTony ori%inally created the account as a personal search

en%ineG but soon reali


11/14

Blo%s and JouTubeBlo%s and JouTube

"&ery employee is able to blo% on the website"&ery employee is able to blo% on the website

Zappos feels its better to see what e&ery employee isZappos feels its better to see what e&ery employee isthinin% e&en if it is not positi&ethinin% e&en if it is not positi&e

They want to see the %oodG the badG and the u%lyThey want to see the %oodG the badG and the u%lyThey ha&e two different channels on JouTube: ZT= andThey ha&e two different channels on JouTube: ZT= and;nside Zappos;nside Zappos

ZT= shows the &irtues of Zappos and has 17 &ideosZT= shows the &irtues of Zappos and has 17 &ideoswith o&er 8 million &iewswith o&er 8 million &iews

;nside Zappos shows the fun employees ha&e at wor;nside Zappos shows the fun employees ha&e at wor

;nside Zappos has 72 &ideos with almost ,22G222 &iews;nside Zappos has 72 &ideos with almost ,22G222 &iews


12/14

.ma


13/14

!ummary!ummary

Zappos has been able to %row their business throu%hZappos has been able to %row their business throu%hama


14/14

uestionsuestions

11) -ho founded Zappos)com*) -ho founded Zappos)com*

a) .lfred 3ina) .lfred 3in

b) Tony Hsiehb) Tony Hsieh

c) Nic !winmurnc) Nic !winmurn

d) att Zapposd) att Zappos

8) -hich is not a core &alue*8) -hich is not a core &alue*a) Be professional at all timesa) Be professional at all times

b) Ao more with lessb) Ao more with less

c) Be humblec) Be humble

d) Pursue %rowth and learnin%d) Pursue %rowth and learnin%

0) >epeat customers accounted for what percenta%e of sales*0) >epeat customers accounted for what percenta%e of sales*a) 82a) 82

b) ?b) ?

c) 7?c) 7?

d) 92d) 92

Documents

Zappo Chris