4. A bit about me:
Jan 2008 – Started in ZCLT as phones rep
Joined Zappos Insights August 2009 (Have
grown tours to over 1200 visitors/month)
August 2011 moved into Culture Evangelist
position with a focus on speaking/presenting
Love sharing Zappos Family Culture with the
world!
5. A bit about Zappos:
July 1998– Started as shoesite.com (Initial focus was
selection of products)
July 1999 – Renamed Zappos.com
Added a focus on the customer experience (Stopped
Drop-Shipping and took on inventory/shipping in
2001)
February 2006 - Defined Core Values
Committed to Delivering Happiness to the world!
9. What is: Company Culture
—n
The attitudes, feelings, values, and
behavior that characterize and inform a
group and its members
From www.dictionary.com
12. Zappos Family: Core Values
1. Deliver WOW through Service
2. Embrace and Drive Change
3. C r e a t e F u n a n d A L i t t l e We i r d n e s s
4. Be Adventurous, Creative and Open -Minded
5. Pursue Growth and Learning
6. Build Open & Honest Relationships
with Communication
7. B u i l d a P o s i t i v e Te a m a n d Fa m i l y S p i r i t
8. Do More With Less
9. Be Passionate and Determined
10 Be Humble
12
13. By Definition: Service
—n
The act or manner of serving guests,
customers, etc, in a shop, hotel,
restaurant, etc
From www.dictionary.com
14. By Definition: WOW Service
—V
1. To do service in a way that is
unconventional and innovative.
2. To give service that is above and
beyond what’s expected
15. What customers see first
• 24/7 1-800 number on
every page
• Free shipping
• Free return shipping
• 365-day return policy
15
16. • Fast, accurate fulfillment
• Surprise your customers
• Create WOW
• Friendly, helpful “above and beyond” customer service
• Don’t have it? Assist them with finding it elsewhere
16
22. • Inspire employee happiness & engagement.
• A sense of ownership and pride.
• A workforce who make business decisions based on
our core vales.
• A team who is willing to do what’s right for our
customers and our company.
22
24. Customers come back,
Customers come Customers come back,
order more often and
back… order more often…
order more…
On any given Repeat
day, approx. Repeat customers
75% of customers have higher
purchases are order >2.5x avg. order size
from returning per year vs. 1st time
customers customers
24
25. Why focus on the experience?
Repeat Customers
Word of Mouth Marketing
Solid Brand Identity
Focus on Culture initiatives
27. Support Company Initiatives:
Customer
Service
Clothing Community
AWARENESS PERCEPTION ACTION
Sharing our Share the Increase customer
culture through benefits of a affinity for our
Blogs, videos strong culture – brand and
and Social the value it encourage return
interactions that provides our shopping for the
make people customers and happy
smile other businesses. experience.
28. Support Company Initiatives:
Culture
Clothing Community
AWARENESS PERCEPTION ACTION
Enable Help customers Encourage
customers to with helpful shopping for the
share customer content– a experience just as
service reminder that we much, if not more,
experiences. are always here than for the
to help. product.
29. Support Company Initiatives:
Customer
Culture
Service
Community
AWARENESS PERCEPTION ACTION
Amplify Create positive Move our
messaging of sentiment customers to buy
breadth of around our with helpful,
product to our brand that is engaging content
fans connectable for and enable them
customers. to share that
experience with
others.
30. Support Company Initiatives:
Customer
Culture
Service
Clothing
AWARENESS PERCEPTION ACTION
Spread the word Develop a Inspire
about our natural engagement
emerging connection based on an
communities between the ethical connection
and support of brand and with the brand.
local community community
efforts. involvement.
Even with a focus on culture and allowing culture to drive all decisions, the growth has been pretty good!
Dictionary definition of Culture -
The office is decorated to show off our personalities! Each person’s space is theirs to decorate as they want. The cube walls are low, so it is very open for communication/collaboration
What it really comes down to is smiling faces. People who are more than just ‘co-workers’. It also means that people’s passion for different things will not be overlooked (the Zappos Family album is an example of that – one person was passionate enough to present the idea, then took the idea and made it a reality…)
Our Zappos Family Core ValuesNotice that the word ‘Customer’ does not appear in the values. The service needs to go in 360 degrees
Dictionary definition of service
My definition of WOW service
You never get a second chance to make a first impression. What our customers see first impacts their decision to connect with our culture more strongly than any other moment we could create. Our website is constantly evolving as we improve the customer’s first experience, but we always maintain our focus on customer service.
How our customers interact with us, via our website or the contact center is vital. Whether they are shopping without our assistance or with the help of our customer loyalty team members, we ensure fast, accurate delivery of all merchandise ordered, provide surprises (like overnight shipping upgrades for free) as often as possible, and always go above and beyond to do the right thing for our customers.
Lets take a look at the Customer-Service WOW tools: Team members are not scripted. This allows the personality of the team member to shine through the conversation. It also removes the feeling that reps are giving ‘the company line’ or are robotic.
Along with having no scripts or rebuttals to read, reps are asked to help customers. There is no list of ‘right or wrong’ resolutions, if it makes sense to the rep for THAT customer and THAT situation, their decision is the right decision.
The job is to ask “How can I help You?” and mean it.
Reps are given the freedom of time to be themselves and talk as long as they need to. Can anyone guess what the longest call was in ZCLT? – 8 Hours!But the average talk time is under 5 minutes, so even without the limitations the calls remain reasonable in length.This also helps to build the last WOW tool we’ll talk about today….
We do this with a variety of tools – most of which are “beyond the moment” experiences. While we can do all kinds of things to build bridges during our conversations, like talk about hometowns, weather, and pick up on environmental queues that aide in conversation starting, what really brings the WOW are the things all our team members are empowered to do AFTER the call ends.We send flowers, cookies, Jones’ soda. We send thank you cards, happy birthday messages, WOW packages, culture books. We follow-up and call customers back to see how their order was received. We send personalized videos. All of these things, by the way, were conceived of by our team members as they took it upon themselves to discover and promote new ways to WOW with service.
It’s not easy to find just the right seeds and there’s quite a bit of work involved in preparing and tending a healthy garden, but the harvest is well worth it. Our team is…. A family. We are a group of folks who truly feel personally engaged, empowered and know we each contribute to something greater –making a difference. We are aligned by our values and we put service above everything else. Our customers gain the most as we strive to create the very best, most enjoyable and most memorable experiences for them each time they connect with us, however they choose to.
And, of course, what our customers become is REPEAT CUSTOMERS! Our repeat customer statistics are staggering. 75% of all purchases are from returning customers. So what’s it all add up to? Happiness. Delivered. We’ve worked really hard to develop a place that people want to come to, want to work in, feel great about, take pride in and truly enjoy and a place where folks want to visit, shop at, and come back to, over and over again.
Our Zappos Family Core Values – How we defined OUR culture
Our Zappos Family Core Values – How we defined OUR culture
Our Zappos Family Core Values – How we defined OUR culture
Our Zappos Family Core Values – How we defined OUR culture
Our Zappos Family Core Values – How we defined OUR culture
Our Zappos Family Core Values – How we defined OUR culture