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Zappos - Amex Innovation Summit - 11-18-09

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Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos AMEX Innovation Summit November 18, 2009
 
A Little About Me (Tony)
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],[object Object]
Recent Recognition: Nice, but we pay more attention to our customers ,[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 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]
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Clothing
Customer Service
Culture
Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Zappos Delivering Happiness (customers and employees) ,[object Object]
[object Object],[object Object]
Zappos Core Values ,[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],[object Object]
Commitment to Transparency: Examples ,[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]
VISION ,[object Object],[object Object],[object Object],[object Object]
ENTREPRENEURS: ,[object Object]
EMPLOYEES: ,[object Object]
VISION ,[object Object],[object Object],[object Object]
Evolution of Zappos Brand Transcends shoes & service ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
TAKE A STEP BACK What is your goal in life?
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
RESEARCH HAS SHOWN: ,[object Object],[object Object],[object Object],[object Object]
HAPPINESS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
A Few Different Frameworks of HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:
Maslow’s Hierarchy:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time
RECOMMENDED BOOKS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …to contact me or get a tour… ,[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],[object Object],[object Object]
Delivering HAPPINESS
Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos For Zappos HQ Tours, go to http://tours.zappos.com
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Zappos - Amex Innovation Summit - 11-18-09

  • 1. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos AMEX Innovation Summit November 18, 2009
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  • 3. A Little About Me (Tony)
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  • 7. Power of repeat customers and word of mouth...
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  • 15. Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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  • 30. TAKE A STEP BACK What is your goal in life?
  • 31. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
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  • 34. WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?
  • 35. A Few Different Frameworks of HAPPINESS
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  • 45. Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos For Zappos HQ Tours, go to http://tours.zappos.com
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