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AMA Dayton, OH 08/26/2010- Zappos Presentation
1. Extending the Customer Experience
Aaron Magness – Sr. Director of Brand
Marketing & Business Development
amagness@zappos.com
twitter.com/macknuttie
AMA – Dayton, OH
August 26, 2010
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2. Who is this Aaron character?
• Work • Play
– Sold trade show space – Family/Friends
– Business Development for Williams- – Athletics
Sonoma, Inc – Music
– Business Development & Marketing for – Marathons (completed 8 so far)
Zappos.com – Triathlon (Escape from Alcatraz)
– Poker
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3. Corporate Background at a Glance
Zappos.com,
Inc. is a service
Best selection company that
• Over 1,000 happens to sell
Zappos.com is brands, over clothing,
“Powered by 200,000 styles, handbags,
Service” over 900,000 shoes,
unique UPCs. accessories,
• Providing the
2000 employees best online • 5 million items in housewares, ….
(half in NV, half in shopping warehouse
KY) experience • 100% of products
• #23 in FORTUNE possible. inventoried (no
MAGAZINE’s “100 • Fast, Free drop ship).
Best Companies Shipping. Free
To Work For”
2009
return shipping.
Founded in 365-day return
• Highest debut
1999 policy.
for a newcomer
in 2009 • Fast fulfillment.
• #15 in FORTUNE Expedited
MAGAZINE’s “100 delivery. Fast,
Best Companies friendly & expert
To Work For” customer service.
2010
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4. Customer service value proposition in action…
Committed to WOW’ing every customer
Customers come
Customers come
Customers come… back, order more and
back…
order more often…
On any given day, Repeat customers
Over 10 million total about 75% of have higher average
purchasing customers purchases from order size
returning customers
$123.86 – first time
customers in Q407
Over 4 million have Repeat customers
purchased in the last order >2.5x in the $156.27 – returning
12 months next 12 months customer in Q407
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5. Power of repeat customers and word of mouth...
$1,000
$800
Gross Sales $M's
$600
$400
$200
$0
2000 2001 2002 2003 2004 2005 2006 2007 2008
Gross Sales 1.6 8.6 32 70 184 370 597 841 1014
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6. 3 fundamental things we’ve learned are
necessary for WOW service online:
What What What We
Customers Customers Do
See First Experience Internally
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7. Customer Service:
What customers see first
• 24/7 1-800 number on every
page
• Free shipping
• Free return shipping
• 365-day return policy
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8. Customer Service:
What customers experience
• Fast, accurate fulfillment
• Most customers are “surprise”-upgraded to overnight shipping
• Create WOW
• Friendly, helpful “above and beyond” customer service
• Occasionally direct customers to competitors’ web sites
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9. Customer Service:
What is done internally
• No call times
• The telephone is one of the best branding devices available
• No sales-based performance goals for reps
• Run warehouse 24/7
• Inventory all product (no drop-shipping)
• 5 weeks of culture, core values, customer service,
and warehouse training for everyone in Las Vegas
office
• We’ll pay you $2000 to quit
• Culture Book
• Interviews & performance reviews are 50% based on
core values & culture fit
• Twitter/Facebook/YouTube/Blogs help build
company culture
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11. Give your customers a voice on your site
Customer Reviews
• Provide useful information
• Help lower return rates
• Wonderful SEO Value!
• Credibility!
Feedback Mechanism (VoC)
• Better user experience
• Build empathy
• SEO Value
• Builds community/repeat
visits
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12. Enable Product Sharing
• “free” link backs
• High converting trigger
• Community engagement is high!
• Creates referrals that lead to
customer acquisition
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30. Why ask why?
Probably all of the above, and more!
That’s LOTS of people willing to help look out for
your business, provide feedback and ideas, etc!
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33. Evolving Customer Connections
• Phone
• 6,000+ Calls a day
• Live Chat
• 400+ live chats per day
• Social Sites, Networks, etc…
• 1,100,000+ opportunities to interact per day
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46. Goal: Have as many employees as
possible be a voice!
We believe People Planning is at the heart of our success
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47. How does one do that?
• Have the right culture and nurture it
• Have committable core values and aspire to live them
• INVEST in hiring and firing and pay people to leave ($$$)
• Stay focused and make people focused investments
• Education!
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48. Step #1
DECIDE
• Decide if you’re trying to build a long term
sustainable brand
• Requires more patience with revenues &
profits in order to lay the foundation
• Decide sooner rather than later
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50. VALUES & CULTURE
Figure out values & culture sooner rather than later
• What are your PERSONAL core values?
• What are the COMPANY’S core values?
• Start EARLY.
• It is surprisingly HARDER than you think.
• It doesn’t MATTER what the values are.
• The most important thing is ALIGNMENT.
• …LIVE the BRAND
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51. Step #3
COMMIT TO
“Be real and you have nothing to fear”
Your culture is your brand
Don’t try to be someone you are not
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63. Step #5
BUILD RELATIONSHIPS
(not networking or marketing)
Be INTERESTED rather than trying to be INTERESTING
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64. Step #6
BUILD YOUR TEAM
“If you want to go quickly, go alone.
If you want to go far, go together.”
(African proverb)
Hire slowly
Fire quickly
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65. Step #7
THINK LONG TERM
Repeat customers
Customer service
There is no “get rich quick” formula
“Overnight” successes are years in the making
(both personally and in business)
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68. some links to check out…
http://twitter.zappos.com
• (public mentions, employees)
http://bit.ly/twitterbetter
• “How Twitter Can Make You a Better (And Happier) Person”
http://blogs.zappos.com
• (photos & videos of culture)
http://about.zappos.com
• (more information about us & core values)
http://jobs.zappos.com
• (job opportunities)
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71. Thank you for allowing me to be here!
Email amagness@zappos.com for a copy
of this presentation or a copy of the Culture Book
(it’s a physical book, so I need a physical address).
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72. Legal and Financial Disclaimer
P.S. You might be wondering why we need to have a legal and financial disclaimer in this presentation, but you are still
reading, so our lawyers, auditors and accountants would really like to make sure we make the following clarifications.
Although an audit was underway and almost done, the financial information presented in this slide show was unaudited. We
made every effort to present the best information we had at the time.
Gross merchandise sales is a non-GAAP metric. We use it to express the total demand across all of our web sites and stores.
This number measures the dollar value of the orders placed in the year before accruing for certain items such as returns, and it
ignores certain timing cut-offs that are required by GAAP for revenue recognition purposes. If we were a public company, we
would have to reconcile gross merchandise sales to the nearest GAAP metric (net sales), but we are currently a private
company so the gross merchandise sales number should be viewed just as an interesting number that we want to share with
our friends.
This presentation contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they
ever materialize or prove incorrect, could cause our results to differ materially from those expressed or implied by the
forward-looking statements and assumptions. These risks and uncertainties include, but are not limited to, the risk of
economic slowdown, the risk of over or underbuying, the risk of consumers not shopping online or at our web site at the rate
we expected, the risk of supplier shortages, the risk of new or growing competition, the risk of a natural or some other type of
disaster affecting our fulfillment operations or web servers, and the risk of the world generally coming to an end. All
statements other than statements of historical fact are statements that could be deemed forward-looking statements,
including statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Zappos.com
assumes no obligation and does not intend to update these forward-looking statements.
Congratulations on making it through all the fine print.
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