Delivering Happiness

A story of a young man name...

Monday, January 24, 2011

Tony graduated from

in computer science


He worked at

for 5 months.


He quitted to establish Link Exchange an
internet advertising net work in 1999.

Later he sold Link Exchange to Microsoft
for $ 265 million.


He joined Zappos and has helped the company
grew from scratch to $ 1 billion annual sales
while simultaneously making Fortune’s
magazine’s list of Best Companies to work for.


In 2009, Zappos was acquired by Amazon.com
in a deal values at over $ 1.2 billion.


The success recipe is 3 P;

Purpose
Passion
Profit


Purpose

Zappos
is about delivering
happiness to the world.

Passion

FInd people who share same passion and values


When you apply to work at Zappos,
you have to pass culture-fitted inter view
regardless how great you are.


Here are....

10 core values


1. Deliver wow through service


2. Embrace and driving change

3. Create
fun and
little
weirdness


4. Be
adventurous,
creative,
and
open-minded


5. Pursue
growth and
learning


6. Building open and honest
relationships
with communication


7 Build a positive team
.
and family spirit

8.
Do with
more... less


9. Be
passionate
and
determined


10. Be humble


How did
Tony come
up with
these 10
core values?


After Tony has successfully grown Zappos
for few years, he started compiled
the Culture Book.


On August 2004, he asked all of his
employees to share their view of the
company cultures.


Those staff’s input became the Culture Book


When they recruit, candidates have to
past cultural fitted interview
regardless how great they are.


Once you’re hired, everyone has
to go through 5 weeks
intensive training.


At the end of first week, everyone is offered $ 2,000
bonus to leave the company if you think you are not
fitted with the culture.


After you have worked for few months, you also get
another offer $ 3,000 if you think you’re still not
fitted with it culture.


Only
2-3%
of new hired
take the offer.


When they do performance management,
the culture part is accounted for
50% of the evaluation.


Another
mantra
of
Zappos’s
success
is
ser vice...


Here are
10 ways of Zappos’
customer service


1. Make customer service a priority for the whole
company not just a department. A customer
service attitude needs to come from the top.


t h at p a rt
v e r b d ay
ke W mp a
OW ny’s e ve r y
a
2. Ma r c o b u l a r y.
of yo u
voc a


3. Empower and trust your customer service reps.
Because they actually do.
Minimize escalations to a supervisor.


4. Realize that it’s okay to fire customers
who are insatiable or abuse your employees.


5. Don’t measure call times, don’t force
employees to upsell and don’t use scripts.


6. Don’t hide your 1-800 number.


7 View each call as an investment in building a
.
customer ser vice brand, not as an expense you’re
seeking to minimize.


8. Have the entire company celebrate great
ser vice. Tell stories of wow experiences to
everyone in the company.


9. Find and hire people who are already
passionate about customer service.


10. Give great ser vice to everyone: customers,
employees, and vendors.


Apply above all, last P - Profit will be followed.


Want to learn more...


http://www.youtube.com/watch?v=jJ5k_Byd9Fs


Or buy the book...


Delivering Happiness

Recommended

Recommended

More Related Content

Similar to Delivering Happiness

Similar to Delivering Happiness (20)

More from Kriengsak Niratpattanasai

More from Kriengsak Niratpattanasai (20)

Recently uploaded

Recently uploaded (20)

Delivering Happiness