SlideShare ist ein Scribd-Unternehmen logo

Zappos lessons: Building a Customer-Focused Culture

•Als PPT, PDF herunterladen•
•
Thor
Thor

Tony Hsieh, CEO of Zappos, provides his 10 tips for building a customer service focused culture.

BusinessBildung
1 von 26
Building a Customer-Focused Culture Tony Hsieh CEO
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]
Word of mouth in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & Word of Mouth
What is customer service?
Customer Service: What Customers First See ,[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]
10 TIPS for building a service-focused culture
TIP #1 Commit to customer service. Make it part of your mission. It’s not just a department… Be true to your mission when making hard (or easy) decisions.
Zappos.com Mission ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #2 Come up with committable core values. Do some soul searching. Don’t come up with core values just because they sound good.
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #3 Actively manage your culture based on your core values … … for every single department.
TIP #4 Make “WOW” part of your company’s everyday vocabulary.
TIP #5 Remember that customer service is an investment … … not an expense. Don’t hide your 1-800 number. Don’t measure call times.
TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
TIP #7 Create a culture book.
TIP #8 Give great service to everyone: Customers Employees Vendors Investors
TIP #9 Make culture part of everyone’s performance review.
TIP #10 Have the entire company celebrate great service. Tell stories.
 
 
Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

Empfohlen

Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
 
Starbucks delivering customer service
Starbucks delivering customer serviceStarbucks delivering customer service
Starbucks delivering customer serviceMonoj Kumar Rabha
 
Netflix - Strategy management
Netflix - Strategy managementNetflix - Strategy management
Netflix - Strategy managementMario Clement
 
LinkedIn Culture Deck
LinkedIn Culture DeckLinkedIn Culture Deck
LinkedIn Culture DeckWill Clarke
 
Netflix - Case Study
Netflix - Case StudyNetflix - Case Study
Netflix - Case StudySrijan Dubey
 
The Netflix Marketing Plan Power Point
The Netflix Marketing Plan Power PointThe Netflix Marketing Plan Power Point
The Netflix Marketing Plan Power PointShawn McNail
 
Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Melih Torlak
 
Grofers
GrofersGrofers
Grofersshruti jhawar
 

Empfohlen

Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Zappos Case Analysis Itm Fenway Cohort Team 9
Zappos Case Analysis Itm Fenway Cohort Team 9Ashish Tandon
 
Starbucks delivering customer service
Starbucks delivering customer serviceStarbucks delivering customer service
Starbucks delivering customer serviceMonoj Kumar Rabha
 
Netflix - Strategy management
Netflix - Strategy managementNetflix - Strategy management
Netflix - Strategy managementMario Clement
 
LinkedIn Culture Deck
LinkedIn Culture DeckLinkedIn Culture Deck
LinkedIn Culture DeckWill Clarke
 
Netflix - Case Study
Netflix - Case StudyNetflix - Case Study
Netflix - Case StudySrijan Dubey
 
The Netflix Marketing Plan Power Point
The Netflix Marketing Plan Power PointThe Netflix Marketing Plan Power Point
The Netflix Marketing Plan Power PointShawn McNail
 
Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Zappos.com: Developing a Supply Chain to Deliver WOW!
Zappos.com: Developing a Supply Chain to Deliver WOW!Melih Torlak
 
Grofers
GrofersGrofers
Grofersshruti jhawar
 
Starbucks
StarbucksStarbucks
StarbucksTanmoy Porel
 
Pitch Deck Templates for Startups
Pitch Deck Templates for StartupsPitch Deck Templates for Startups
Pitch Deck Templates for StartupsNextView Ventures
 
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]Kate Rutter
 
STARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCESTARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCEPrajakta Talathi
 
AES: Our Culture Code
AES: Our Culture CodeAES: Our Culture Code
AES: Our Culture CodeAES International
 
The proven pitch deck template
The proven pitch deck template The proven pitch deck template
The proven pitch deck template Thomas Van Halewyck
 
Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0 Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0 Buffer
 
A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...Alok Rodinhood Kejriwal
 
Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012Twilio Inc
 
Percolate's Company Values
Percolate's Company ValuesPercolate's Company Values
Percolate's Company ValuesPercolate
 
Starbucks
StarbucksStarbucks
StarbucksSaad Khan
 
Y Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a TeamY Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a TeamFabien Grenet
 
Coke Life - Strategy Proposal
Coke Life - Strategy ProposalCoke Life - Strategy Proposal
Coke Life - Strategy ProposalMarius Donnestad
 
The Little Book of IDEO: Values
The Little Book of IDEO: ValuesThe Little Book of IDEO: Values
The Little Book of IDEO: ValuesTim Brown
 
Pop Inc. Culture - v1
Pop Inc. Culture - v1Pop Inc. Culture - v1
Pop Inc. Culture - v1Pop Inc.
 
Fedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over ExecutivesFedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over ExecutivesFedobe
 
Case Study Presentation on Alibaba
Case Study Presentation on AlibabaCase Study Presentation on Alibaba
Case Study Presentation on AlibabaAashish Bende
 
Starbucks operation management
Starbucks operation managementStarbucks operation management
Starbucks operation managementAzeem Waqar
 
Starbucks
StarbucksStarbucks
StarbucksVenkatesh B
 
Rock Content's Culture Code
Rock Content's Culture CodeRock Content's Culture Code
Rock Content's Culture CodeRock Content
 
When Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposWhen Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposAgus Iskandar
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happinesszappos
 

Weitere ähnliche Inhalte

Was ist angesagt?

Pitch Deck Templates for Startups
Pitch Deck Templates for StartupsPitch Deck Templates for Startups
Pitch Deck Templates for StartupsNextView Ventures
 
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]Kate Rutter
 
STARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCESTARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCEPrajakta Talathi
 
Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0 Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0 Buffer
 
A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...Alok Rodinhood Kejriwal
 
Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012Twilio Inc
 
Percolate's Company Values
Percolate's Company ValuesPercolate's Company Values
Percolate's Company ValuesPercolate
 
Y Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a TeamY Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a TeamFabien Grenet
 
Coke Life - Strategy Proposal
Coke Life - Strategy ProposalCoke Life - Strategy Proposal
Coke Life - Strategy ProposalMarius Donnestad
 
The Little Book of IDEO: Values
The Little Book of IDEO: ValuesThe Little Book of IDEO: Values
The Little Book of IDEO: ValuesTim Brown
 
Pop Inc. Culture - v1
Pop Inc. Culture - v1Pop Inc. Culture - v1
Pop Inc. Culture - v1Pop Inc.
 
Fedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over ExecutivesFedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over ExecutivesFedobe
 
Case Study Presentation on Alibaba
Case Study Presentation on AlibabaCase Study Presentation on Alibaba
Case Study Presentation on AlibabaAashish Bende
 
Starbucks operation management
Starbucks operation managementStarbucks operation management
Starbucks operation managementAzeem Waqar
 
Rock Content's Culture Code
Rock Content's Culture CodeRock Content's Culture Code
Rock Content's Culture CodeRock Content
 

Was ist angesagt? (20)

Starbucks
StarbucksStarbucks
Starbucks
 
Pitch Deck Templates for Startups
Pitch Deck Templates for StartupsPitch Deck Templates for Startups
Pitch Deck Templates for Startups
 
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
Blueprint for a Creative Culture [Commonwealth Club of SF, Mar 2011]
 
STARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCESTARBUCKS: DELIVERING CUSTOMER EXPERIENCE
STARBUCKS: DELIVERING CUSTOMER EXPERIENCE
 
AES: Our Culture Code
AES: Our Culture CodeAES: Our Culture Code
AES: Our Culture Code
 
The proven pitch deck template
The proven pitch deck template The proven pitch deck template
The proven pitch deck template
 
Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0 Buffer's 6 Values, Version 2.0
Buffer's 6 Values, Version 2.0
 
A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...A ready to use Template for pitching your Business for funding! See updated v...
A ready to use Template for pitching your Business for funding! See updated v...
 
Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012Scaling Company Values - Twilio - TechWeek 2012
Scaling Company Values - Twilio - TechWeek 2012
 
Percolate's Company Values
Percolate's Company ValuesPercolate's Company Values
Percolate's Company Values
 
Starbucks
StarbucksStarbucks
Starbucks
 
Y Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a TeamY Combinator Startup Class #10 : Company Culture and Building a Team
Y Combinator Startup Class #10 : Company Culture and Building a Team
 
Coke Life - Strategy Proposal
Coke Life - Strategy ProposalCoke Life - Strategy Proposal
Coke Life - Strategy Proposal
 
The Little Book of IDEO: Values
The Little Book of IDEO: ValuesThe Little Book of IDEO: Values
The Little Book of IDEO: Values
 
Pop Inc. Culture - v1
Pop Inc. Culture - v1Pop Inc. Culture - v1
Pop Inc. Culture - v1
 
Fedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over ExecutivesFedobe Culture Code - Creating Experts Over Executives
Fedobe Culture Code - Creating Experts Over Executives
 
Case Study Presentation on Alibaba
Case Study Presentation on AlibabaCase Study Presentation on Alibaba
Case Study Presentation on Alibaba
 
Starbucks operation management
Starbucks operation managementStarbucks operation management
Starbucks operation management
 
Starbucks
StarbucksStarbucks
Starbucks
 
Rock Content's Culture Code
Rock Content's Culture CodeRock Content's Culture Code
Rock Content's Culture Code
 

Andere mochten auch

When Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposWhen Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposAgus Iskandar
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happinesszappos
 
Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Dr. Asokendu Samanta
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentationyuksel ulgen
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommercezappos
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowAdam Audette
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensCynthia Hartwig
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchSabina Chaudhuri
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos PptAdreka
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Petit Web
 
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
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysisarfo ardhiyanto
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support StoriesInfinit-O Global, Limited
 

Andere mochten auch (20)

When Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from ZapposWhen Culture Is Everything - A Brief Lesson from Zappos
When Culture Is Everything - A Brief Lesson from Zappos
 
Ava 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering HappinessAva 11th Birthday - Delivering Happiness
Ava 11th Birthday - Delivering Happiness
 
Class 4
Class 4Class 4
Class 4
 
Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited Sales and Distribution Management of Bayer Crop Science Limited
Sales and Distribution Management of Bayer Crop Science Limited
 
E-marketplace
E-marketplaceE-marketplace
E-marketplace
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
 
Zappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two PensZappos Content Strategy Case study by Two Pens
Zappos Content Strategy Case study by Two Pens
 
Zappos
ZapposZappos
Zappos
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
 
Zappos Ppt
Zappos PptZappos Ppt
Zappos Ppt
 
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
Le magasin du futur - Keynote Zappos E-Commerce Paris 2013 par Dominique Piot...
 
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
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 
Zappos final
Zappos finalZappos final
Zappos final
 
Zappos Strategic Analysis
Zappos Strategic AnalysisZappos Strategic Analysis
Zappos Strategic Analysis
 
Zappos case study
Zappos case studyZappos case study
Zappos case study
 
10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories10 Inspiring Zappos Customer Support Stories
10 Inspiring Zappos Customer Support Stories
 

Ähnlich wie Zappos lessons: Building a Customer-Focused Culture

Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Super Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WISuper Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WIMyra Golden
 
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 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 ExperienceAdigital
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer ExperienceBrian Kalma
 
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 Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFAlfred Lin
 
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 - 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 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 - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
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 - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 

Ähnlich wie Zappos lessons: Building a Customer-Focused Culture (20)

Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
 
Super Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WISuper Bowl Customer Experience Presentation for SOCAP WI
Super Bowl Customer Experience Presentation for SOCAP WI
 
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 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
 
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...
 
Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
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 Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOF
 
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 - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 
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 - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
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 - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Building A Brand 2017
Building A Brand 2017Building A Brand 2017
Building A Brand 2017
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 

Mehr von Thor

Get Satisfaction at Dreamforce
Get Satisfaction at DreamforceGet Satisfaction at Dreamforce
Get Satisfaction at DreamforceThor
 
Get Satisfaction's original pitch
Get Satisfaction's original pitchGet Satisfaction's original pitch
Get Satisfaction's original pitchThor
 
We're All Collapsitarians Now
We're All Collapsitarians NowWe're All Collapsitarians Now
We're All Collapsitarians NowThor
 
The End of Obsolescence
The End of ObsolescenceThe End of Obsolescence
The End of ObsolescenceThor
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Thor
 
Introduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingIntroduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingThor
 
Alex Frankel: Living the Brand
Alex Frankel: Living the BrandAlex Frankel: Living the Brand
Alex Frankel: Living the BrandThor
 
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeGeek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeThor
 
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceVirgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceThor
 
Be Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldBe Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldThor
 

Mehr von Thor (10)

Get Satisfaction at Dreamforce
Get Satisfaction at DreamforceGet Satisfaction at Dreamforce
Get Satisfaction at Dreamforce
 
Get Satisfaction's original pitch
Get Satisfaction's original pitchGet Satisfaction's original pitch
Get Satisfaction's original pitch
 
We're All Collapsitarians Now
We're All Collapsitarians NowWe're All Collapsitarians Now
We're All Collapsitarians Now
 
The End of Obsolescence
The End of ObsolescenceThe End of Obsolescence
The End of Obsolescence
 
Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)Customer Service is the New Marketing (Web2Expo)
Customer Service is the New Marketing (Web2Expo)
 
Introduction: Customer Service is the New Marketing
Introduction: Customer Service is the New MarketingIntroduction: Customer Service is the New Marketing
Introduction: Customer Service is the New Marketing
 
Alex Frankel: Living the Brand
Alex Frankel: Living the BrandAlex Frankel: Living the Brand
Alex Frankel: Living the Brand
 
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeGeek Squad: Marketing is a Tax You Pay for Being Unremarkabe
Geek Squad: Marketing is a Tax You Pay for Being Unremarkabe
 
Virgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer ServiceVirgin's Crown Jewels: Great Customer Service
Virgin's Crown Jewels: Great Customer Service
 
Be Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 worldBe Like the Internet - 8 steps to success in a post 2.0 world
Be Like the Internet - 8 steps to success in a post 2.0 world
 

Kürzlich hochgeladen

Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876dlhescort
 
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
 
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
 
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756dollysharma2066
 
Uneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration PresentationUneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration Presentationuneakwhite
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communicationskarancommunications
 
Organizational Transformation Lead with Culture
Organizational Transformation Lead with CultureOrganizational Transformation Lead with Culture
Organizational Transformation Lead with CultureSeta Wicaksana
 
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
 
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
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Neil Kimberley
 
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataRSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataExhibitors Data
 
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...Dipal Arora
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noidadlhescort
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxWorkforce Group
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANIlamathiKannappan
 
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
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Sheetaleventcompany
 
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
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...amitlee9823
 

Kürzlich hochgeladen (20)

Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
Call Girls in Delhi, Escort Service Available 24x7 in Delhi 959961-/-3876
 
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...
 
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
 
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
 
Uneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration PresentationUneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration Presentation
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communications
 
Organizational Transformation Lead with Culture
Organizational Transformation Lead with CultureOrganizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
 
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...
 
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
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023
 
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataRSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors Data
 
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
 
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...
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
 
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...
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
 
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
 
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
Call Girls Kengeri Satellite Town Just Call 👗 7737669865 👗 Top Class Call Gir...
 

Zappos lessons: Building a Customer-Focused Culture

  • 1. Building a Customer-Focused Culture Tony Hsieh CEO
  • 2.
  • 3.
  • 4.
  • 5. Power of Repeat Customers & Word of Mouth
  • 6. What is customer service?
  • 7.
  • 8.
  • 9.
  • 10. 10 TIPS for building a service-focused culture
  • 11. TIP #1 Commit to customer service. Make it part of your mission. It’s not just a department… Be true to your mission when making hard (or easy) decisions.
  • 12.
  • 13. TIP #2 Come up with committable core values. Do some soul searching. Don’t come up with core values just because they sound good.
  • 14.
  • 15. TIP #3 Actively manage your culture based on your core values … … for every single department.
  • 16. TIP #4 Make “WOW” part of your company’s everyday vocabulary.
  • 17. TIP #5 Remember that customer service is an investment … … not an expense. Don’t hide your 1-800 number. Don’t measure call times.
  • 18. TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
  • 19. TIP #7 Create a culture book.
  • 20. TIP #8 Give great service to everyone: Customers Employees Vendors Investors
  • 21. TIP #9 Make culture part of everyone’s performance review.
  • 22. TIP #10 Have the entire company celebrate great service. Tell stories.
  • 23.  
  • 24.  
  • 25.
  • 26.