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Zappos Preso 2008-04-08 NCOF

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Alfred Lin
Alfred Lin
Business
1 of 29
 
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],[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]
Accolades for Zappos.com… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The popular press has taken note of Zappos’ commitment to WOW each and every customer.
But we pay more attention to our customers…. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Sample customer emails ,[object Object],[object Object],[object Object],[object Object],[object Object]
Word of mouth speaks louder than press clippings… 2000A 2001A 2002A 2003A 2004A 2005A 2006A 2007A 2008F Gross Sales $1.6 $8.6 $31.9 $70.1 $184.4 $370.4 $597.0 $840.0 $1,000 $0 $100 $200 $300 $400 $500 $600 $700 $800 $900 $1,000 Gross Sales ($ in Ms)
Customer Service in Action
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]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Top 10 Lessons in E-commerce
LESSON #1 THE E-COMMERCE BUSINESS IS BUILT ON REPEAT CUSTOMERS.
Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37
LESSON #2 WORD OF MOUTH REALLY WORKS ONLINE.
LESSON #3 DON'T COMPETE ON PRICE.
LESSON #4 MAKE SURE YOUR WEB SITE INVENTORY IS 100% ACCURATE.
LESSON #5 CENTRALLY LOCATE YOUR DISTRIBUTION.
LESSON #6 CUSTOMER SERVICE IS AN INVESTMENT . (NOT AN EXPENSE)
LESSON #7 START SMALL. STAY FOCUSED.
LESSON #8 DON'T BE SECRETIVE. DON'T WORRY ABOUT COMPETITORS.
LESSON #9 YOU NEED TO ACTIVELY MANAGE YOUR COMPANY CULTURE.
Our 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],[object Object],Email from a customer…
LESSON #10 BE WARY OF SO-CALLED EXPERTS. INCLUDING ME...
Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Legal and Financial Disclaimer
Zappos Preso 2008-04-08 NCOF

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Zappos Preso 2008-04-08 NCOF

  • 1.  
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  • 5. The popular press has taken note of Zappos’ commitment to WOW each and every customer.
  • 6.
  • 7. Word of mouth speaks louder than press clippings… 2000A 2001A 2002A 2003A 2004A 2005A 2006A 2007A 2008F Gross Sales $1.6 $8.6 $31.9 $70.1 $184.4 $370.4 $597.0 $840.0 $1,000 $0 $100 $200 $300 $400 $500 $600 $700 $800 $900 $1,000 Gross Sales ($ in Ms)
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  • 12. Top 10 Lessons in E-commerce
  • 13. LESSON #1 THE E-COMMERCE BUSINESS IS BUILT ON REPEAT CUSTOMERS.
  • 14. Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37
  • 15. LESSON #2 WORD OF MOUTH REALLY WORKS ONLINE.
  • 16. LESSON #3 DON'T COMPETE ON PRICE.
  • 17. LESSON #4 MAKE SURE YOUR WEB SITE INVENTORY IS 100% ACCURATE.
  • 18. LESSON #5 CENTRALLY LOCATE YOUR DISTRIBUTION.
  • 19. LESSON #6 CUSTOMER SERVICE IS AN INVESTMENT . (NOT AN EXPENSE)
  • 20. LESSON #7 START SMALL. STAY FOCUSED.
  • 21. LESSON #8 DON'T BE SECRETIVE. DON'T WORRY ABOUT COMPETITORS.
  • 22. LESSON #9 YOU NEED TO ACTIVELY MANAGE YOUR COMPANY CULTURE.
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  • 25. LESSON #10 BE WARY OF SO-CALLED EXPERTS. INCLUDING ME...
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