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Zappos: Delivering Happiness

Zappos: Delivering Happiness. Jessica Hendricks May 19, 2014. AGENDA. COMPANY BACKGROUND. Founded in 1999 by Nick Swinmurn Tony Hsieh originally served as an investor and advisor before joining Zappos as co-CEO ShoeSite.com  Zappos.com 2003 – Changed strategy

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Zappos: Delivering Happiness

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  1. Zappos: Delivering Happiness Jessica Hendricks May 19, 2014

  2. AGENDA

  3. COMPANY BACKGROUND • Founded in 1999 by Nick Swinmurn • Tony Hsieh originally served as an investor and advisor before joining Zappos as co-CEO • ShoeSite.com  Zappos.com • 2003 – Changed strategy • 2004 – Moved headquarters to Las Vegas • 2010 – Amazon acquires Zappos

  4. CUSTOMER-FOCUSED BUSINESS MODEL • Developing Long-Term Customer Relationships • “Powered by Service” • Unique and Addicting Shopping Experience http://www.zappos.com/womens-heels~C8#!/womens-heels~HJ • Exceptional Customer Service • Transparency • Zappos Insights

  5. COMPANY VISION • Provide the very best customer service • Happy employees give great service • 1999 Selection • 2003 Customer service • 2005 Culture and core values as aplatform • 2007 Personal Emotional Connection • 2009 Delivering Happiness

  6. COMPANY CULTURE • Culture is a movement • Hiring and Training • Benefits • Work-Life Integration • Work Environment: https://www.youtube.com/watch?v=QJy1slz4evk

  7. ZAPPOS CORE VALUES • Deliver WOW Through Service • Embrace and Drive Change • Create Fun and a Little Weirdness • Be Adventurous, Creative, and Open-Minded • Pursue Growth and Learning • Build Open and Honest Relationships With Communication • Build a Positive Team and Family Spirit • Do More with Less • Be Passionate and Determined • Be Humble

  8. EXCEPTIONAL CUSTOMER SERVICE • “People may not remember exactly what you did or what you said, but they will always remember how you made them feel.” • Connecting with Customers • WOWing • Accessibility

  9. LEVERAGING SOCIAL MEDIA

  10. AMAZON ACQUISITION • Low prices • Goal is to reduce customer service calls • Does not compete on price • Wants customers to call Both want what is best for the customer

  11. LESSONS FROM ZAPPOS • Does Your Customer Really Need You? • How Connected is your Customer Base? • Serve a Perfect Fit • Make it Effortlessly Swift • Step into the Personal • Stretch • Play to Win

  12. QUESTIONS • What type of internet marketing strategy does Zappos prefer? • Search Engine Optimization • Search Engine Marketing • Social Media Marketing • All of the above. • What type of business model is Zappos? • B2B • B2C • C2B • C2C 3. Zappos growth is mainly attributed to • Customer Service • Company Culture • Employee Training/Development • All of the above

  13. REFERENCES Hsieh, Tony. “Zappos’s CEO on Going to Extremes for Customers”. Harvard Business Review. July-August 2010 <http://www.tmi.dk/files/pdf/HBR_-_Zappo.pdf> Michelli, Joseph. 2011. Does your Customer Really Need You? Lessons from Zappos. “Why I sold Zappos.” Inc. Magazine. June1 2010 <http://www.inc.com/welcome.html?destination=http://www.inc.com/magazine/20100601/why-i-sold-zappos.html> “Zappos: Delivering Happiness to Stakeholders”. Daniel Fund Ethics Initiative, University of New Mexico. 2012 <http://danielsethics.mgt.unm.edu/pdf/Zappos%20Case.pdf> “Zappos: Happiness in a Box”. Stanford Graduate School of Business. August 23 2010, Case: M-333

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