Delivering happiness

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Diego Pacheco

Delivering happiness, Zappos History!

Empresariales Tecnología

Book Club II

@diego_pacheco
Software Architect | Agile Coach
about.me/diegopacheco

1999 – 24 years old
Link Exchange $256m to MS

2009 – 34 years old
Zappos $928m to Amazon

I will drive the truck
my-self this time…

*He did it in fact.

2003

Drop Shipping
Removal from
Zappos Business

24/7 warehouse

No Call center Scripts

No AVG handle time

Trust in People - 6h call

1999 = Largest Selection of Shoes
2003 = Customer Service
2005 = Culture and Core Values
2007 = Personal Emotion Connection
2009 = Delivering Happiness

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