Jobvite Webcast: Weird, Authentic and Fun: The Zappos' Family Take on Recruiting and Social Media Recorded on April 20, 2011

1. Weird, Authentic and Fun:
The Zappos Family's Take On
Recruiting and Social Media
Cheryl Anne Fernandez Drew Kovacs
HR Project Manager Sourcing Specialist
Zappos.com, Inc. Zappos.com, Inc.
cfernandez@zappos.com dkovacs@zappos.com
twitter.com/chinchin22 twitter.com/plaz_
linkedin.com/in/cherylannefernandez linkedin.com/in/drewkovacs

2. Survey…Says!
Partial - personal 0-20%
- company 0-20%
Partial - personal 20-50%
- company 20-50%
Dedicated - personal 50-80%
- company 50-80%
(Actual Time Spent/Week X%)
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3. ZAPPOS AT A GLANCE:
Founded in 1999 1887 in
Louisville
2953
employees
1066 in
Las Vegas
© 2009 sunnibrown.com

4. ZAPPOS AT A GLANCE:
Fast, FREE FREE return
shipping shipping
Fast, friendly,
expert Customer
Fast Loyalty Team 365-day
fulfillment return policy
SERVICE!
© 2009 sunnibrown.com

5. SERVICE CULTURE!
How we ensure both with each employee:
$2000 incentive to quit
5 weeks of training
Open, collaborative
Trust
© 2009 sunnibrown.com

6. Q: What is Zappos’ social media
policy during work hours?
A:
“Well, we really don’t have a policy…employees
are able to log in on their breaks and send tweets
or update Facebook.”
- Fred Mossler, No Title, Zappos Merchandising, Inc.
“Our customers always come first, but employees
A: are free to use Twitter as long as our customers
are not waiting to be helped.
- Pam Tidmore, VP of Pipeline, Zappos CLT, HR, Zappos.com, Inc.
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7. Huh…buh…wha?!
Q: So, how do you monitor activity?
A: "We don’t monitor our employees. We feel that
if we focus on the culture, we can trust our
employees to make good decisions and we
don’t need policies or monitoring of what they
are doing.”
- Fred Mossler, No Title, Zappos Merchandising, Inc.
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8. 8

9. Who are we?
What do we want?
How do we get there?
© 2009 sunnibrown.com

10. Who are we?
Figured out
values and culture.
© 2009 sunnibrown.com

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

12. “Zappified” Recruitment Life Cycle
Skits, Videos
Who are we?

13. No tools...
Zappos Recruiting 1.0
Who are we?

14. What do we want?
Vision Quest!
© 2009 sunnibrown.com

15. Original concept:
Provide best selection
of shoe sizes and styles
Thinking big:
Provide best service
(clothes, accessories,
housewares, etc…)
What do we want?

16. Original concept:
In-house, drive and
screen for culture.
Thinking big:
WOW! service
(feedback for all, referrals,
exploratory)
What do we want?

17. Tony + Twitter…
Zappos Recruiting 2.0
What do we want?
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18. Zappos Recruiting 2.0
What do we want?

19. How do we get there?
“P. E. C.”
© 2009 sunnibrown.com

20. Personal Emotional Connection
Very little constraints
(a whole lotta trust)
Authentic, personal touches
How do we get there?

21. PEC, Mullet-Style!
NOT “networking,” or “building relationships”
(Individual expression, being real)
Specific feedback
(Technical and/or culture-based)
How do we get there?

22. Zappos Recruiting 2.+
Platforms
Dedicated Youtube channel, LinkedIn group
Iterative upgrades to jobs.zappos.com
Tools
LinkedIn Recruiter account
Jobvite analytics (activity best focused where?)
Employees How do we get there?

23. 23

24. 24

25. 25

26. “Be real and use your
best judgment.”
- Tony Hsieh, CEO, Zappos.com, Inc.
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27. 27

28. How Did Candidates
Find Us This Year?
38321
34883, 91.0%
40000
35000
30000
25000
20000
15000
10000 3438, 9.0%
5000
0
Referrals Non Referrals Total

29. Where Did Our Hires
Come From This Year?
2010 Hires
2220
2500
2000 1580, 71.2%
1500
640, 28.8%
1000
500
0
Referral Non referral Total

30. How many referrals from Jobvites?
70, 3%
570, 26%
Jobvites
Non-Jobvite Referrals
Non Referral
1580, 71%
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31. Social Media Breakdown
Source Candidates Hired Not Hired % Hired % Not Hired
Non Social Media 23551 1670 21881 7% 93%
Facebook 318 17 301 5% 95%
Facebook App 6 2 4 33% 67%
LinkedIn 11 0 11 0% 100%
Twitter 1 0 1 0% 100%
TOTAL 23887 1689 22198 7% 93%
Source Candidates Hired Not Hired % Hired % Not Hired
Social Media 336 19 317 6% 94%
Non Social Media 23551 1670 21881 7% 93%
TOTAL 23887 1689 22198 7% 93%

32. Non-Social Media Breakdown
Location (All)
Social Media? N
Count of Full Name
No Yes Grand Total
37signals.com 6 6
AddThis 1 1
Agency Conversion 77 116 193
boxesandarrows(UX) 11 11
Craigslist 697 41 738
DeVry_University 4 4
Dice 117 117
Email 24 3 27
Employee Referral 1305 409 1714
External Job Board - LVRJ 1 1
External Referral 43 6 49
here/a 15 15
Hiring Manager 86 42 128
Indeed 1661 33 1694
Internal Candidate 363 237 600
Internal Transfer 2 19 21

33. Non-Social Media Breakdown
Location (All)
Social Media? N
Count of Full Name
No Yes Grand Total
IU_Career_Site 15 15
Job Fair 9 9
Job Notification 736 30 766
Job_News_Louisville 30 30
jobs.perl.org 5 1 6
JustTechJobs 6 6
LSHRM 44 1 45
Monster 5 5
Monster.com 982 7 989
Oodle 26 26
outdoorindustry.com 2 2
Recruiter 53 16 69
SHRM 32 32
SimplyHired 361 12 373
stackoverflow 45 45
Staffing Agency 323 15 338
Sullivan College of Technology & Design 11 3 14
UNLV 11 11
Walk In Applicant 51 2 53
Wow Through Service 1 1
Zappos Career Site 14716 677 15393
Zappos Yahoo Group 4 4
Grand Total 21881 1670 23551

34. • Expand use of ATS
functionalities.
Predicting the
– Create a video or
Future Age demo for internal PR
– Contests
– Focus on department
or 1 hiring manager.
• Increased presence
on more platforms.
– Blogs, chat, RSS, social
networks, message
boards, podcasts,
video / photo sharing
sites, wikis….
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35. The Future Age
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36. Want complete immersion
in Zappos social media?
jobs.zappos.com
(open jobs, videos, company info)
blogs.zappos.com
(CEO, Zappos Family, lifestyles)
facebook.com/zappos
(ATS interface: Jobs tab)
twitter.zappos.com/employees
youtube.com/zappos
youtube.com/zapposfamilycareers 36
linkedin.com/companies/zappos.com
Groups: The Zappos Family of Companies, Zappos Family Careers

37. Contact Us!
(the boring, analytics stuff) (the fun, strategy stuff)
Cheryl Anne Fernandez Drew Kovacs
HR Project Manager Sourcing Specialist
Zappos.com, Inc. Zappos.com, Inc.
cfernandez@zappos.com dkovacs@zappos.com
twitter.com/chinchin22 twitter.com/plaz_
linkedin.com/in/cherylannefernandez linkedin.com/in/drewkovacs
Want a copy of this presentation?
How about copies of our culture book?
Any additional questions not addressed today?
Tour our offices next time you’re in Vegas! tours.zappos.com
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38. 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. 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 under buying, 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. If you enjoy fine print, look for openings on our legal and
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finance team at jobs.zappos.com.

39. Q&A
Discussion
Thank you!
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