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Zappos Preso 2009-09-22 Dine America

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Alfred Lin
Alfred Lin
BusinessTechnologieSeele & Geist
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Delivering Happiness Alfred Lin – COO/CFO [email_address] Follow me on Twitter: twitter.com/zappos_alfred Dine America Conference September 22, 2009
 
A Little About Me (Alfred) My Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance Corporate Background ,[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]
Recent Recognition: Nice to have but we pay more attention to our customers. ,[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… Zappos is committed to WOWing every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of repeat customers and word of mouth...
Customer Service: Establishing a personal emotional connection with the customer See Experience Feel What customers first see on Zappos web site? What customers experience after their order? What we do to establish a personal emotional connection? ,[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],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Clothing
Customer Service
Culture
2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Delivering Happiness (customers and employees) ,[object Object]
[object Object],[object Object]
Zappos 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]
7 Steps For Building A Brand That Matters
Step #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #2 ,[object Object],[object Object]
VALUES & CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #3 ,[object Object],[object Object],[object Object],[object Object]
Zappos commitment to transparency: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #4 ,[object Object],[object Object],[object Object],[object Object]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Evolution of Zappos Brand / Vision ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #5 ,[object Object],[object Object],[object Object]
Step #6 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Great companies have all 3 elements… Visionary Artist Scientist
Step #7 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TAKE A STEP BACK What is your goal in life?
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend/ Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
RESEARCH HAS SHOWN: ,[object Object],[object Object],[object Object],[object Object]
HAPPINESS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
A Few Frameworks On HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A Few Different Frameworks of HAPPINESS:
Maslow’s Hierarchy:
HAPPINESS = PLEASURE + MEANING
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time
RECOMMENDED BOOKS: ,[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]
THANK YOU
Put a little Zappos in your day… …to contact me or get a tour… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Delivering Happiness
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Zappos Preso 2009-09-22 Dine America

  • 1. Delivering Happiness Alfred Lin – COO/CFO [email_address] Follow me on Twitter: twitter.com/zappos_alfred Dine America Conference September 22, 2009
  • 2.  
  • 3.
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  • 6.
  • 7. Power of repeat customers and word of mouth...
  • 8.
  • 9.  
  • 10. 2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 14. 2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 15.
  • 16.
  • 17.
  • 18.
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  • 20. 7 Steps For Building A Brand That Matters
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  • 34. Great companies have all 3 elements… Visionary Artist Scientist
  • 35.
  • 36. TAKE A STEP BACK What is your goal in life?
  • 37. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend/ Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  • 38.
  • 39.
  • 40. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  • 41. A Few Frameworks On HAPPINESS
  • 42.
  • 44. HAPPINESS = PLEASURE + MEANING
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  • 53.