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Zappos - NPS Conference - 1-26-09

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zappos

Building A Brand That Matters

Business
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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]

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Zappos - NPS Conference - 1-26-09

  • 1. Building a Brand that Matters Tony Hsieh - CEO Twitter: @zappos NPS Conference January 26, 2009
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  • 6. Power of Repeat Customers & Word of Mouth
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  • 11. 4 Things You Need to Build a Brand that Matters
  • 12. THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  • 13. THING #2 REPEAT CUSTOMERS “ Great product, Great service, or Low Prices” (Choose and focus on 2 of the 3)
  • 14. Repeat Customer Data for Zappos.com
  • 15. THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
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  • 17. THING #4 CULTURE “ Committable Core Values”
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  • 19. Owning the 3 C ’s: C lothing C ustomer Service C ulture
  • 20. 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.”
  • 21. NPS (Net Promoter Score) Email Surveys: 83% Voice Surveys: 90%
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  • 24. 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)
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