Andreessen Horowitz Trust Optimization Event - DTP - 10.9.14
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Andreessen Horowitz Trust Optimization Event - DTP - 10.9.14
- 1. ZAPPOS.COM BUILDING A BRAND IS ABOUT BUILDING TRUST
- 2. The Power of WOW ‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 Gross Sales $MM $1,000 800 600 400 200
- 5. CULTURE THE #1 PRIORITY
- 6. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 7. CLOTHING
- 9. CULTURE
- 10. CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING
- 11. DELIVERING CHUASTPOPMIENRSE &S ESMPLOYEES “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” -MAYA ANGELOU
- 12. WHAT’S DELIVNERIENG XHAPTPINESS Clothing & Footwear Customer Service Company Culture different types of trust in the brand a meta-trust, inception style: “a great brand… ______”
- 14. LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
- 15. LAS VEGAS CITY HALL
- 16. LAS VEGAS CITY HALL
- 20. DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
- 22. DOWNTOWN VEGAS FREMONT EAST http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
- 23. DOWNTOWN VEGAS FREMONT EAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg
- 24. DOWNTOWN VEGAS FREMONT EAST
- 25. DOWNTOWN VEGAS FREMONT EAST http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
- 26. DELIVERING HAPPINESS WHAT ’ S NEXT ? Clothing Customer Service Company Culture
- 27. DELIVERING HAPPINESS WHAT ’ S NEXT ? Clothing Customer Service Company Culture Community
- 28. A GREAT BRAND is a story that never stops unfolding.
- 29. A GREAT BRAND COMPANY is a story that never stops unfolding.
- 30. A GREAT BRAND COMPANY CITY is a story that never stops unfolding.
- 31. A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.
- 32. MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.zappos.com www.downtownproject.com