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Zappos Preso 2009-01-27 Health 3.0

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Alfred Lin
Alfred Lin
Business
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Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
 
A Little About Me (Alfred) My Background ,[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]
Customer service value proposition in action… Zappos is committed to WOWing each and 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: 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],[object Object],[object Object],[object Object],[object Object]
Customer feedback is more rewarding than press clippings… Story about a returned wallet…
Four Things You Need to Build a Brand that Matters
Thing #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #2 ,[object Object],[object Object],[object Object],[object Object]
Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
Thing #3 ,[object Object],[object Object]
Exposing yourself as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #4 ,[object Object],[object Object]
Zappos Core Values: Every employee is asked to live & breathe the core values and inspire the culture in others. ,[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 ,[object Object],[object Object],[object Object]
Zappos = Happiness (for customers & employees) ,[object Object],[object Object]
 
Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Zappos Preso 2009-01-27 Health 3.0

  • 1. Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
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  • 6. Power of repeat customers and word of mouth...
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  • 10. Customer feedback is more rewarding than press clippings… Story about a returned wallet…
  • 11. Four Things You Need to Build a Brand that Matters
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  • 14. Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
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