SlideShare ist ein Scribd-Unternehmen logo

Zappos Preso 2009-08-09 Inman Real Estate Connect

•
•
Alfred Lin
Alfred Lin
BusinessTechnologie
1 von 53
Delivering Happiness Alfred Lin – COO/CFO [email_address] Follow me on Twitter: twitter.com/zappos_alfred Real Estate Connect August 6, 2009
 
A Little About Me (Alfred) My Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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 to have 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: Establishing a personal emotional connection with the customer See Experience Feel What customers first see on Zappos web site? What customers experience after their order? What we do to establish a personal emotional connection? ,[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],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
Clothing
Customer Service
Culture
2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
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]
7 Steps For Building A Brand That Matters
Step #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #2 ,[object Object],[object Object]
VALUES & CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #3 ,[object Object],[object Object],[object Object],[object Object]
Zappos commitment to transparency: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Step #4 ,[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 / Vision ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step #5 ,[object Object],[object Object],[object Object]
Step #6 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Great companies have all 3 elements… Visionary Artist Scientist
Step #7 ,[object Object],[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 Frameworks On HAPPINESS
[object Object],[object Object],[object Object],[object Object],[object Object],A Few Different Frameworks of HAPPINESS:
Maslow’s Hierarchy:
HAPPINESS = PLEASURE + MEANING
[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]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
THANK YOU
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]
Delivering Happiness
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

Empfohlen

Zappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitZappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitAlfred Lin
 
Zappos Preso 2009-07-15 Shopper Insight
Zappos Preso 2009-07-15 Shopper InsightZappos Preso 2009-07-15 Shopper Insight
Zappos Preso 2009-07-15 Shopper InsightAlfred Lin
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitZappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitAlfred Lin
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWAlfred Lin
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 

Empfohlen

Zappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitZappos Preso 2009-09-17 Colloquy Loyalty Summit
Zappos Preso 2009-09-17 Colloquy Loyalty SummitAlfred Lin
 
Zappos Preso 2009-07-15 Shopper Insight
Zappos Preso 2009-07-15 Shopper InsightZappos Preso 2009-07-15 Shopper Insight
Zappos Preso 2009-07-15 Shopper InsightAlfred Lin
 
Zappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaZappos Preso 2009-09-22 Dine America
Zappos Preso 2009-09-22 Dine AmericaAlfred Lin
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVAlfred Lin
 
Zappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitZappos Preso 2010-05-19 Nordic Ecommerce Summit
Zappos Preso 2010-05-19 Nordic Ecommerce SummitAlfred Lin
 
Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09Zappos - Branding And Employee Engagement Conference - 2-9-09
Zappos - Branding And Employee Engagement Conference - 2-9-09zappos
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWAlfred Lin
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08zappos
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgAlfred Lin
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering HappinessSunni Brown
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFAlfred Lin
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08zappos
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureThor
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 
Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 

Weitere ähnliche Inhalte

Was ist angesagt?

Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09zappos
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09zappos
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09zappos
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matterszappos
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09zappos
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08zappos
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgAlfred Lin
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10zappos
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10zappos
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering HappinessSunni Brown
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFAlfred Lin
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09zappos
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08zappos
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureThor
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09zappos
 

Was ist angesagt? (20)

Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
 
Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09Zappos - WOA - Offset And Beyond - 5-5-09
Zappos - WOA - Offset And Beyond - 5-5-09
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 
Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09Zappos - Vegas Young Professionals - 5-12-09
Zappos - Vegas Young Professionals - 5-12-09
 
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that MattersZappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
Zappos - eBay DevCon - 06-17-08 - Building a Brand that Matters
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
 
Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08Zappos - ASU Compete Through Service - 11-7-08
Zappos - ASU Compete Through Service - 11-7-08
 
Zappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.OrgZappos Preso 2009-02-03 Shop.Org
Zappos Preso 2009-02-03 Shop.Org
 
Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10Zappos - Tony Robbins - Business Mastery - 01-16-10
Zappos - Tony Robbins - Business Mastery - 01-16-10
 
Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10Zappos - NAA - 02-17-10
Zappos - NAA - 02-17-10
 
Bright Spot Delivering Happiness
Bright Spot Delivering HappinessBright Spot Delivering Happiness
Bright Spot Delivering Happiness
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOF
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09Zappos - Retailing Smarter Symposium - 6-25-09
Zappos - Retailing Smarter Symposium - 6-25-09
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08
 
Zappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused CultureZappos lessons: Building a Customer-Focused Culture
Zappos lessons: Building a Customer-Focused Culture
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 

Ähnlich wie Zappos Preso 2009-08-09 Inman Real Estate Connect

Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09zappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09zappos
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09zappos
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comAlfred Lin
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happinescabrito123
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01rock2468
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09zappos
 
Zappos Tony Hsieh
Zappos Tony HsiehZappos Tony Hsieh
Zappos Tony Hsiehhein2006
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09zappos
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09zappos
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09zappos
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10zappos
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10zappos
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureParature, from Microsoft
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09zappos
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer ExperienceAdigital
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09zappos
 

Ähnlich wie Zappos Preso 2009-08-09 Inman Real Estate Connect (20)

Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09Zappos - Tony Robbins UBMS Conference - 04-01-09
Zappos - Tony Robbins UBMS Conference - 04-01-09
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
 
Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09Zappos - Startup2Startup - 03-26-09
Zappos - Startup2Startup - 03-26-09
 
Zappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.comZappos Preso 2009-05-09 GoDaddy.com
Zappos Preso 2009-05-09 GoDaddy.com
 
Deliverying Happines
Deliverying HappinesDeliverying Happines
Deliverying Happines
 
Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01Zappos Sxsw 3 14 09 090317141731 Phpapp01
Zappos Sxsw 3 14 09 090317141731 Phpapp01
 
Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09Zappos - SXSW - 3-14-09
Zappos - SXSW - 3-14-09
 
Zappos Tony Hsieh
Zappos Tony HsiehZappos Tony Hsieh
Zappos Tony Hsieh
 
Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09Zappos - James Malinchak Event - 7-26-09
Zappos - James Malinchak Event - 7-26-09
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
 
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10Zappos - MaD Youth Forum - Hong Kong - 01-23-10
Zappos - MaD Youth Forum - Hong Kong - 01-23-10
 
Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10Zappos - Pollstar - 02-16-10
Zappos - Pollstar - 02-16-10
 
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused CultureHow Zappos Built a Billion Dollar Company Through a Customer Focused Culture
How Zappos Built a Billion Dollar Company Through a Customer Focused Culture
 
Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09Delivering Happiness - BIG Summit - 11-19-09
Delivering Happiness - BIG Summit - 11-19-09
 
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
EEC09 - Brian Kalma, Director de User Experience de zappos.com. Ponencia: Ext...
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer Experience
 
Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09Delivering Happiness Le Web - 12-10-09
Delivering Happiness Le Web - 12-10-09
 

Kürzlich hochgeladen

EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersPeter Horsten
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environmentelijahj01012
 
Driving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerDriving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerAggregage
 
Data Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesData Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesAurelien Domont, MBA
 
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...Aggregage
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...Operational Excellence Consulting
 
Interoperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverseInteroperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverseSiemens
 
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdftrending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdfMintel Group
 
Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Americas Got Grants
 
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...ssuserf63bd7
 
WSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfWSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfJamesConcepcion7
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers referencessuser2c065e
 
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMMemorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMVoces Mineras
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...ssuserf63bd7
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdfShaun Heinrichs
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfShashank Mehta
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxShruti Mittal
 
Fordham -How effective decision-making is within the IT department - Analysis...
Fordham -How effective decision-making is within the IT department - Analysis...Fordham -How effective decision-making is within the IT department - Analysis...
Fordham -How effective decision-making is within the IT department - Analysis...Peter Ward
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFChandresh Chudasama
 

Kürzlich hochgeladen (20)

EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exporters
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environment
 
Driving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerDriving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon Harmer
 
Data Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and TemplatesData Analytics Strategy Toolkit and Templates
Data Analytics Strategy Toolkit and Templates
 
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
 
Interoperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverseInteroperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverse
 
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdftrending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
 
Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...Church Building Grants To Assist With New Construction, Additions, And Restor...
Church Building Grants To Assist With New Construction, Additions, And Restor...
 
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
 
WSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfWSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdf
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers reference
 
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMMemorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQM
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
 
1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf1911 Gold Corporate Presentation Apr 2024.pdf
1911 Gold Corporate Presentation Apr 2024.pdf
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdf
 
business environment micro environment macro environment.pptx
business environment micro environment macro environment.pptxbusiness environment micro environment macro environment.pptx
business environment micro environment macro environment.pptx
 
Fordham -How effective decision-making is within the IT department - Analysis...
Fordham -How effective decision-making is within the IT department - Analysis...Fordham -How effective decision-making is within the IT department - Analysis...
Fordham -How effective decision-making is within the IT department - Analysis...
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDF
 
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptxThe Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
 

Zappos Preso 2009-08-09 Inman Real Estate Connect

  • 1. Delivering Happiness Alfred Lin – COO/CFO [email_address] Follow me on Twitter: twitter.com/zappos_alfred Real Estate Connect August 6, 2009
  • 2.  
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Power of repeat customers and word of mouth...
  • 8.
  • 9.  
  • 10. 2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 14. 2009 is about Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20. 7 Steps For Building A Brand That Matters
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34. Great companies have all 3 elements… Visionary Artist Scientist
  • 35.
  • 36. TAKE A STEP BACK What is your goal in life?
  • 37. 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?
  • 38.
  • 39.
  • 40. 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?
  • 41. A Few Frameworks On HAPPINESS
  • 42.
  • 44. HAPPINESS = PLEASURE + MEANING
  • 45.
  • 46.
  • 47.
  • 48.
  • 50.
  • 52.
  • 53.