2. A little about me…
Culture R&D
Community, Experience, and
Events

3. A service company that just happens to
sell shoes, clothing, handbags,
accessories, housewares…

4. TOP 100 BEST 2009 #23
COMPANIES TO 2010 #15
WORK FOR 2011 #6

5. Headquarters: Henderson, NV
Fulfillment: Shepherdsville, KY
1500+ employees

6. 1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried

7. Customer Service:
What customers see first
24/7 1-800 number on every page
Free shipping
Free return shipping
365-day return policy

8. Customer Service:
What customers experience
Fast, accurate fulfillment
Surprise Upgrades
Occasionally direct to competitors’ web sites

9. Customer Service:
What we do internally
No call times/sales goals
Culture Reviews
4 weeks of training

10. Customer Service:
What we do internally
Pay to Quit
Culture Book
Interviews Based on Culture

11. NPS Scores
The Ultimate Question
Based on your recent experience, how likely
would you be to recommend us to a friend or
family member?

12. NPS Scores
The Ultimate Question
Based on your recent experience, how likely
would you be to recommend us to a friend or
family member?
93%

13. NPS Scores
If you started your own service-based
company, how likely would you be to hire the
team member who assisted you?

14. NPS Scores
If you started your own service-based company,
how likely would you be to hire the team
member who assisted you?
92%

15. Commitment to Transparency:
Examples
“Ask Anything” newsletter
Extranet for vendors
Tours & reporter visits
Twitter.zappos.com

16. OUR CULTURE

17. Where it began…
1994-1995: Pizza business in
college
•1996-1998: LinkExchange (online
advertising)
•1999: Venture Frogs (investment
fund)
•1999-Today: Zappos.com, Inc.

18. DECIDING OUR
VALUES & CULTURE

19. VALUES & CULTURE
What are Gathering
What are
the values buy in from
our values?
of our best? the team.

20. 1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-
Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With
Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble

21. FROM IDEA TO ACTION…

23. RESEARCH SHOWS IT
DOESN’T MATTER WHAT
YOUR VALUES ARE, YOU
JUST HAVE TO COMMIT
TO THEM AND CREATE
ALIGNMENT

24. COMMITTING TO CULTURE
Starts with HR

25. Hire
Slowly…Fire
Quickly!

26. THE ROLE OF HR
Risk Advisors
Determine “Culture Fit”
Support the Culture
Create Policies Around the RULE Not the Exception.

27. Committing to Culture:
Examples
Culture Contract
Pay to Quit
Culture Review
Handbook

28. LEADERSHIP

29. EMPLOYEES:
What’s the larger vision and
greater purpose in their
work beyond money or
profits?

30. VISION
MOTIVATION
vs.
INSPIRATION

31. THE ROLE OF A LEADER
Drive the Culture
Help Your Employees Find Their Calling
Create a Positive Team and Family Spirit

32. 10% - 20% Rule

33. PEC – Personal Emotional Connection

34. PROGRAMS
Core Value
Co-Worker Bonus
Zollar Store
Anniversary

35. WISHEZ

36. EVENTS

41. Workspace

42. Fun-ctional Spaces

44. OPEN DOOR POLICY

47. WHAT CULTURE CAN DO FOR A COMPANY
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING

49. Thank you for allowing me to be here!
Email me!
Jamie@zappos.com
Questions or Comments
Tour of our office
Copy of our culture book
Want more?
ZapposInsights.com