Zappos Insights provides consulting services to help companies build strong corporate culture and deliver excellent customer service. The presentation discusses Zappos' evolution from a shoe retailer to a customer service-focused company. It emphasizes the importance of culture, empathy, relationships, vision, impact, commitment and entrepreneurship in delivering happiness to customers. The goal is to help other businesses go beyond expectations by actualizing their employees and customers.

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3. info@zapposinsights.com

5. droberson@zappos.com

6. @zappos_drob2 Zappos Insights Build Culture | WOW Customers

7. take service to your customer “unleashing the power of culture” 3

8. bringing Zappos to you http://zapposinsights.com/main/wp-content/uploads/ItourCribs.wmv 4

9. STRENGTH: 5 What is your core business?

10. we can learn a lot from a hedgehog 6 Hedgehog Concept “here’s your sweet spot” What can you be best in the world at? What drives your economic engine? What are you deeply passionate about?

11. EMPATHY: 7 become a student of your customer’s needs

12. RELATIONSHIP: 8 join the conversation Personal Emotional Connection Permission Engage Community

13. VISION: 9 why do we exist? Payment Motivate Entitled Purpose Inspire Engaged what is your legacy?

15. Give me a HIGHER purpose

16. Inspiration eats Motivation for breakfast10

17. Evolution of Zappos Brand / Vision 1999 Selection “The World’s Largest Shoe Store” 2003Service & Selection Stopped drop shipping forgoing 25% of sales at the time 2005Culture & Core Values as a platform “Zappos is a service company that happens to sell shoes...” 2007Personal Emotional Connection “Powered by Service” 2009Delivering Happiness 11

18. IMPACT: 12 what does success look like?

19. Creating story through experiences that transcend time and space. 13 Simple Unexpected Concrete Credible Emotional Stories

20. commitment: investment over expense “Businesses that concentrate on finding and keeping good customers, productive employees, and supportive investors continue to generate superior results…[Loyalty] remains one of the great engines of business success.” Frederick F. Reichheld 14

21. entrepreneurship: creating freedom and responsibility “Good is the enemy of Great!” 15

22. STRENGTHEMPATHYRELATIONSHIPVISIONIMPACTCOMMITMENTENTREPREURSHIP 16 SERVICE

23. 17 COMMITMENT ENTREPRENEURSHIP RELATIONSHIP IMPACT PICTURE SERVICE EMPATHY

24. “Culture is not about what is absolute, real, or true. It’s about what a group of people get together and agree to believe. Culture can be healthy or toxic, nurturing or murderous. Culture is made of stories…” Thom Hartman 18

26. HE make HC make HI

27. Actualize your employees…actualize the world19

28. 20 make the most of your stage?

29. 21 what a loyal customer looks like http://www.youtube.com/watch?v=m-ygmPXXxZU

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32. info@zapposinsights.com

33. @zapposinsights

34. www.donavonroberson.com

35. droberson@zappos.com

36. @zappos_drob23