5. Part 1
Where is the customer at?
Part 2
Closer customer connection
Part 3
Creating a customer centred culture
6.
7.
8. We are deep into the middle of an
Australian winter but for consumers
the GFC is emerging from its
frosty dark days.
For the GFC, in Australia at least,
spring is in the air and signs of new
life are emerging.
49. Corporate culture is a ‘hard’ issue
Companies, acquisitions and investments generally
don’t fail because of lousy products, bad intentions or
insufficient plans.
If they fail, they mostly do so, because of the way their leaders
and management behave: the choices they make, the way they
solve problems, the way in which they (fail to) cooperate.
In short: because of the culture.
51. Zappos at a Glance
– Founded in 1999
– 1300 employees
• #23 in FORTUNE MAGAZINE’s “100 Best Companies To Work For”
• Highest debut for a newcomer in 2009
– Zappos is “Powered by Service”
• Providing the best online shopping experience possible
• Fast, Free Shipping. Free return shipping. 365-day return policy
• Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service
– Best selection
• Over 1,000 brands, over 200,000 styles, over 900,000 unique UPCs
• 4 million items in warehouse
– Zappos is a service company that happens to sell clothing, shoes, handbags,
eyewear, watches (and eventually a bunch of other stuff)
52. Power of repeat customers and word of mouth...
$1,000
$800
Gross Sales $M's
$600
$400
$200
$0
2000 2001 2002 2003 2004 2005 2006 2007 2008
Gross Sales 1.6 8.6 32 70 184 370 597 841 1014
53. Owning the 3 C’s:
Clothing, Customer Service, Culture
Culture
Customer Service
Clothing
58. 10 core committable values
5 weeks of culture, core values, customer
service, and warehouse training
Pay you $2000 to quit
Interviews & performance reviews are 50%
based on core values & culture fit
Twitter helps build company culture
59. Zappos Core Values
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
60. Zappos
Delivering Happiness
(customers and employees)
“People may not remember exactly what you
did or what you said, but they will always
remember how you made them feel.”
