Zappos lessons: Building a Customer-Focused Culture

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

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 #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]

Zappos lessons: Building a Customer-Focused Culture

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Zappos lessons: Building a Customer-Focused Culture