SlideShare una empresa de Scribd logo

Zappos - Branding And Employee Engagement Conference - 2-9-09

•
•
Z
zappos
EmpresarialesTecnología
1 de 33
Building a Brand that Matters Tony Hsieh - CEO [email_address] Twitter: @zappos Branding and Employee Engagement Conference February 9, 2009
 
My background (Tony) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance ,[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]
Customer service value proposition in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & 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]
 
4 Things You Need to Build a Brand that Matters
THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
[object Object],[object Object],[object Object],[object Object]
Entrepreneurs: “ What would you be passionate about doing for 10 years even if you never made a dime?”
Employees: What’s the larger vision and greater purpose in their work beyond money or profits?
INSPIRATION vs. MOTIVATION
THING #2 REPEAT CUSTOMERS
Repeat Customer Data for Zappos.com
THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
Exposing ourselves as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THING #4 CULTURE “ Committable Core Values”
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Owning the 3 C ’s: C lothing C ustomer Service C ulture
ZAPPOS Delivering Happiness (for 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.”
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“ That’s great for Zappos but it would never work at my company …”
It doesn’t matter what your core values are… … as long as you commit to them. ALIGNMENT
Your company’s core values can change employees’ lives if they believe in them and they believe the company believes in them.
 
Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Recomendados

Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08zappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 

Recomendados

Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08zappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectAlfred Lin
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09zappos
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09zappos
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering HappinessSunni Brown
 
How Google Works
How Google WorksHow Google Works
How Google WorksEric Schmidt
 
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012Patrick McDonnell
 

Más contenido relacionado

La actualidad más candente

Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08zappos
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectAlfred Lin
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09zappos
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09zappos
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering HappinessSunni Brown
 

La actualidad más candente (20)

Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
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 - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine America
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering Happiness
 

Destacado

Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012Patrick McDonnell
 
Employer Branding And Employee Retention....Explored
Employer Branding And Employee Retention....ExploredEmployer Branding And Employee Retention....Explored
Employer Branding And Employee Retention....ExploredPrErN@
 
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)dev2ops
 
Medialab Intro Studenten
Medialab Intro StudentenMedialab Intro Studenten
Medialab Intro StudentenHans Kemp
 
Uxd blog workshop
Uxd blog workshopUxd blog workshop
Uxd blog workshopHans Kemp
 
Soc 02 Stross Justin
Soc 02 Stross JustinSoc 02 Stross Justin
Soc 02 Stross Justinstrossj1
 
The Effects of Cross-Pollination : How non-library mass market services are c...
The Effects of Cross-Pollination : How non-library mass market services are c...The Effects of Cross-Pollination : How non-library mass market services are c...
The Effects of Cross-Pollination : How non-library mass market services are c...Baden Hughes
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Publiczappos
 
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En Navigatie
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En NavigatieIad1 0708Q2 Hoorcollege 1 Structuur, Flow En Navigatie
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En NavigatieHans Kemp
 
The organisation of social security coordination
The organisation of social security coordinationThe organisation of social security coordination
The organisation of social security coordinationStevenSegaert
 
Uxd 0910 q4 hoorcollege expressie en emotie
Uxd 0910 q4 hoorcollege expressie en emotieUxd 0910 q4 hoorcollege expressie en emotie
Uxd 0910 q4 hoorcollege expressie en emotieHans Kemp
 
Vocab lang&masscomm
Vocab lang&masscommVocab lang&masscomm
Vocab lang&masscommCorey Topf
 
Unit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionUnit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionCorey Topf
 
0708 Introductie user experience design minor
0708 Introductie user experience design minor0708 Introductie user experience design minor
0708 Introductie user experience design minorHans Kemp
 
1011 q1 minor kickoff
1011 q1 minor kickoff1011 q1 minor kickoff
1011 q1 minor kickoffHans Kemp
 

Destacado (20)

How Google Works
How Google WorksHow Google Works
How Google Works
 
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
Continuously Deploying Culture: Scaling Culture at Etsy - Velocity Europe 2012
 
Employer Branding And Employee Retention....Explored
Employer Branding And Employee Retention....ExploredEmployer Branding And Employee Retention....Explored
Employer Branding And Employee Retention....Explored
 
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)
You Can't Change Culture, But You Can Change Behavior (DevOpsDays Rome 2012)
 
Medialab Intro Studenten
Medialab Intro StudentenMedialab Intro Studenten
Medialab Intro Studenten
 
Uxd blog workshop
Uxd blog workshopUxd blog workshop
Uxd blog workshop
 
Soc 02 Stross Justin
Soc 02 Stross JustinSoc 02 Stross Justin
Soc 02 Stross Justin
 
The Effects of Cross-Pollination : How non-library mass market services are c...
The Effects of Cross-Pollination : How non-library mass market services are c...The Effects of Cross-Pollination : How non-library mass market services are c...
The Effects of Cross-Pollination : How non-library mass market services are c...
 
Zappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 PublicZappos All Hands 2008 02 29 Public
Zappos All Hands 2008 02 29 Public
 
Techo april11
Techo april11Techo april11
Techo april11
 
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En Navigatie
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En NavigatieIad1 0708Q2 Hoorcollege 1 Structuur, Flow En Navigatie
Iad1 0708Q2 Hoorcollege 1 Structuur, Flow En Navigatie
 
The organisation of social security coordination
The organisation of social security coordinationThe organisation of social security coordination
The organisation of social security coordination
 
Uxd 0910 q4 hoorcollege expressie en emotie
Uxd 0910 q4 hoorcollege expressie en emotieUxd 0910 q4 hoorcollege expressie en emotie
Uxd 0910 q4 hoorcollege expressie en emotie
 
Techo sept.5
Techo sept.5Techo sept.5
Techo sept.5
 
Vocab lang&masscomm
Vocab lang&masscommVocab lang&masscomm
Vocab lang&masscomm
 
Unit 2
Unit 2Unit 2
Unit 2
 
Techo may9th
Techo may9thTecho may9th
Techo may9th
 
Unit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of ProductionUnit 2 3 1 Costs Of Production
Unit 2 3 1 Costs Of Production
 
0708 Introductie user experience design minor
0708 Introductie user experience design minor0708 Introductie user experience design minor
0708 Introductie user experience design minor
 
1011 q1 minor kickoff
1011 q1 minor kickoff1011 q1 minor kickoff
1011 q1 minor kickoff
 

Similar a Zappos - Branding And Employee Engagement Conference - 2-9-09

Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09zappos
 
Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09zappos
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08zappos
 
Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08zappos
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08zappos
 
Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08zappos
 
Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionzappos
 
Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Alfred Lin
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer ExperienceBrian Kalma
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer ExperienceAdigital
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgAlfred Lin
 
Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08zappos
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happinescabrito123
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01rock2468
 

Similar a Zappos - Branding And Employee Engagement Conference - 2-9-09 (17)

Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09
 
Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08
 
Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08
 
Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08
 
Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billion
 
Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0Zappos Preso 2009-01-27 Health 3.0
Zappos Preso 2009-01-27 Health 3.0
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer Experience
 
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.Org
 
Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happines
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01
 

Más de zappos

IBM 5/15/18
IBM 5/15/18IBM 5/15/18
IBM 5/15/18zappos
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happinesszappos
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09zappos
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09zappos
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09zappos
 
Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 

Más de zappos (9)

IBM 5/15/18
IBM 5/15/18IBM 5/15/18
IBM 5/15/18
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09
 
Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09Zappos - TEDIndia - 11-5-09
Zappos - TEDIndia - 11-5-09
 
Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09Zappos - Startup School - 10-24-09
Zappos - Startup School - 10-24-09
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 

Último

Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Serviceritikaroy0888
 
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Dave Litwiller
 
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With RoomVIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Roomdivyansh0kumar0
 
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 DelhiCall Girls in Delhi
 
7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...Paul Menig
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayNZSG
 
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...anilsa9823
 
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...Lviv Startup Club
 
HONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael HawkinsHONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael HawkinsMichael W. Hawkins
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesDipal Arora
 
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation SlidesKeppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation SlidesKeppelCorporation
 
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature SetCreating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature SetDenis Gagné
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableDipal Arora
 
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSMMonte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSMRavindra Nath Shukla
 
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...Roland Driesen
 
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Delhi Call girls
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLSeo
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...lizamodels9
 

Último (20)

Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
 
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
 
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With RoomVIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
VIP Kolkata Call Girl Howrah 👉 8250192130 Available With Room
 
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi
9599632723 Top Call Girls in Delhi at your Door Step Available 24x7 Delhi
 
7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...7.pdf This presentation captures many uses and the significance of the number...
7.pdf This presentation captures many uses and the significance of the number...
 
Nepali Escort Girl Kakori \ 9548273370 Indian Call Girls Service Lucknow ₹,9517
Nepali Escort Girl Kakori \ 9548273370 Indian Call Girls Service Lucknow ₹,9517Nepali Escort Girl Kakori \ 9548273370 Indian Call Girls Service Lucknow ₹,9517
Nepali Escort Girl Kakori \ 9548273370 Indian Call Girls Service Lucknow ₹,9517
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
 
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
Lucknow 💋 Escorts in Lucknow - 450+ Call Girl Cash Payment 8923113531 Neha Th...
 
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
Yaroslav Rozhankivskyy: Три складові і три передумови максимальної продуктивн...
 
HONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael HawkinsHONOR Veterans Event Keynote by Michael Hawkins
HONOR Veterans Event Keynote by Michael Hawkins
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
 
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation SlidesKeppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
 
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature SetCreating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
 
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSMMonte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSM
 
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
 
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
VVVIP Call Girls In Greater Kailash ➡️ Delhi ➡️ 9999965857 🚀 No Advance 24HRS...
 
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
 

Zappos - Branding And Employee Engagement Conference - 2-9-09

  • 1. Building a Brand that Matters Tony Hsieh - CEO [email_address] Twitter: @zappos Branding and Employee Engagement Conference February 9, 2009
  • 2.  
  • 3.
  • 4.
  • 5.
  • 6. Power of Repeat Customers & Word of Mouth
  • 7.
  • 8.
  • 9.
  • 10.  
  • 11. 4 Things You Need to Build a Brand that Matters
  • 12. THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  • 13.
  • 14. Entrepreneurs: “ What would you be passionate about doing for 10 years even if you never made a dime?”
  • 15. Employees: What’s the larger vision and greater purpose in their work beyond money or profits?
  • 17. THING #2 REPEAT CUSTOMERS
  • 18. Repeat Customer Data for Zappos.com
  • 19. THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
  • 20.
  • 21. THING #4 CULTURE “ Committable Core Values”
  • 22.
  • 23. Owning the 3 C ’s: C lothing C ustomer Service C ulture
  • 24. ZAPPOS Delivering Happiness (for 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.”
  • 25.
  • 26. “ That’s great for Zappos but it would never work at my company …”
  • 27. It doesn’t matter what your core values are… … as long as you commit to them. ALIGNMENT
  • 28. Your company’s core values can change employees’ lives if they believe in them and they believe the company believes in them.
  • 29.  
  • 30.
  • 31. Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)
  • 32.  
  • 33.