Zappos - NPS Conference - 1-26-09

Building a Brand that Matters Tony Hsieh - CEO Twitter: @zappos NPS Conference January 26, 2009

My background (Tony) ,[object Object],[object Object],[object Object],[object Object]

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]

Power of Repeat Customers & Word of Mouth

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],[object Object],[object Object]

Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

4 Things You Need to Build a Brand that Matters

THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…

THING #2 REPEAT CUSTOMERS “ Great product, Great service, or Low Prices” (Choose and focus on 2 of the 3)

Repeat Customer Data for Zappos.com

THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”

Exposing ourselves as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THING #4 CULTURE “ Committable Core Values”

Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Owning the 3 C ’s: C lothing C ustomer Service C ulture

ZAPPOS Delivering Happiness (for customers and employees) “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”

NPS (Net Promoter Score) Email Surveys: 83% Voice Surveys: 90%

Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts)

Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Zappos - NPS Conference - 1-26-09

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Zappos - NPS Conference - 1-26-09