SlideShare uma empresa Scribd logo

Zappos Preso 2009-01-27 Health 3.0

•
•
Alfred Lin
Alfred Lin
Negócios
1 de 25
Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
 
A Little About Me (Alfred) My Background ,[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]
Customer service value proposition in action… Zappos is committed to WOWing each and 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: What Customers First See ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer feedback is more rewarding than press clippings… Story about a returned wallet…
Four Things You Need to Build a Brand that Matters
Thing #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #2 ,[object Object],[object Object],[object Object],[object Object]
Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
Thing #3 ,[object Object],[object Object]
Exposing yourself as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Thing #4 ,[object Object],[object Object]
Zappos Core Values: Every employee is asked to live & breathe the core values and inspire the culture in others. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Owning the 3 C’s ,[object Object],[object Object],[object Object]
Zappos = Happiness (for customers & employees) ,[object Object],[object Object]
 
Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

Recomendados

Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08
zappos
 
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
Alfred Lin
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOF
Alfred Lin
 
Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09
zappos
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09
zappos
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08
zappos
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08
zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08
zappos
 

Recomendados

Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08Zappos - WOMMA - 11-13-08
Zappos - WOMMA - 11-13-08
zappos
 
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
Alfred Lin
 
Zappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOFZappos Preso 2008-04-08 NCOF
Zappos Preso 2008-04-08 NCOF
Alfred Lin
 
Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09Zappos - MPG - New York - 1-13-09
Zappos - MPG - New York - 1-13-09
zappos
 
Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09Zappos - National Society of Leadership and Success - 1-27-09
Zappos - National Society of Leadership and Success - 1-27-09
zappos
 
Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08Zappos -- Ana Brand Innovation Conference -- 04-17-08
Zappos -- Ana Brand Innovation Conference -- 04-17-08
zappos
 
Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08Zappos - Community 2.0 Conference - 05-13-08
Zappos - Community 2.0 Conference - 05-13-08
zappos
 
Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08Zappos - ANA - 10-17-08
Zappos - ANA - 10-17-08
zappos
 
Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billion
zappos
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
zappos
 
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
 
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
 
Zappos-SIMA-05-15-08
Zappos-SIMA-05-15-08Zappos-SIMA-05-15-08
Zappos-SIMA-05-15-08
zappos
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
zappos
 
Who's doing CRM well?
Who's doing CRM well? Who's doing CRM well?
Who's doing CRM well?
DevonInspiration Ltd.
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
yuksel ulgen
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
zappos
 
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
Parature, from Microsoft
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
Alfred 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 - 2-9-09
zappos
 
Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08
zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
zappos
 
Brisbane Shopify Meetup - 7th June 2017
Brisbane Shopify Meetup - 7th June 2017 Brisbane Shopify Meetup - 7th June 2017
Brisbane Shopify Meetup - 7th June 2017
Reload Media
 
Brisbane Shopify Meetup - 23rd February 2017
Brisbane Shopify Meetup - 23rd February 2017Brisbane Shopify Meetup - 23rd February 2017
Brisbane Shopify Meetup - 23rd February 2017
Reload Media
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
zappos
 
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
Thor
 
Zappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
Adam Audette
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
Sabina Chaudhuri
 
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Center for Public Health Practice & Leadership at UC Berkeley
 
Beginning Health 3.0 March 26 2015
Beginning Health 3.0 March 26 2015Beginning Health 3.0 March 26 2015
Beginning Health 3.0 March 26 2015
Institute for Service Organization Excellence www.isoe.com
 

Mais conteúdo relacionado

Mais procurados

Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
zappos
 
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
 
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
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
yuksel ulgen
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
zappos
 
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
Parature, from Microsoft
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
Alfred 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 - 2-9-09
zappos
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
zappos
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
zappos
 

Mais procurados (20)

Zappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billionZappos -- Underground 4 Presentation -- Getting to $1 billion
Zappos -- Underground 4 Presentation -- Getting to $1 billion
 
Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09Zappos - HCI - 3-10-09
Zappos - HCI - 3-10-09
 
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 - 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-SIMA-05-15-08
Zappos-SIMA-05-15-08Zappos-SIMA-05-15-08
Zappos-SIMA-05-15-08
 
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerceZappos ETail Europe - Top 10 Lessons Learned in eCommerce
Zappos ETail Europe - Top 10 Lessons Learned in eCommerce
 
Who's doing CRM well?
Who's doing CRM well? Who's doing CRM well?
Who's doing CRM well?
 
Zappos Interview Presentation
Zappos Interview PresentationZappos Interview Presentation
Zappos Interview Presentation
 
Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09Zappos - Parafest - 4-29-09
Zappos - Parafest - 4-29-09
 
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
 
Zappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLVZappos Preso 2009-04-30 UNLV
Zappos Preso 2009-04-30 UNLV
 
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 - 2-9-09
 
Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08Zappos - Stanford University - 9-30-08
Zappos - Stanford University - 9-30-08
 
Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09Zappos - USRA - 5-6-09
Zappos - USRA - 5-6-09
 
Brisbane Shopify Meetup - 7th June 2017
Brisbane Shopify Meetup - 7th June 2017 Brisbane Shopify Meetup - 7th June 2017
Brisbane Shopify Meetup - 7th June 2017
 
Brisbane Shopify Meetup - 23rd February 2017
Brisbane Shopify Meetup - 23rd February 2017Brisbane Shopify Meetup - 23rd February 2017
Brisbane Shopify Meetup - 23rd February 2017
 
Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09Zappos - Ragan - 3-12-09
Zappos - Ragan - 3-12-09
 
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, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of WowZappos, Social Media, and the Cult of Wow
Zappos, Social Media, and the Cult of Wow
 
Zappos Analysis and Implementation Pitch
Zappos Analysis and Implementation PitchZappos Analysis and Implementation Pitch
Zappos Analysis and Implementation Pitch
 

Destaque

Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Center for Public Health Practice & Leadership at UC Berkeley
 
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison NegrinHealth 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
Center for Public Health Practice & Leadership at UC Berkeley
 
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana OlivaHealth 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
Center for Public Health Practice & Leadership at UC Berkeley
 

Destaque (6)

Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
Health 3.0 Leadership Conference: Building and Maintaining Multi-Sector Partn...
 
Beginning Health 3.0 March 26 2015
Beginning Health 3.0 March 26 2015Beginning Health 3.0 March 26 2015
Beginning Health 3.0 March 26 2015
 
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison NegrinHealth 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
Health 3.0 Leadership Conference: Our Path to Sustainability with Alison Negrin
 
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana OlivaHealth 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
Health 3.0 Leadership Conference: RENEWing School Meals with Ariana Oliva
 
Diabolo deck
Diabolo deckDiabolo deck
Diabolo deck
 
Procuring food for the school meals programs
Procuring food for the school meals programs Procuring food for the school meals programs
Procuring food for the school meals programs
 

Semelhante a Zappos Preso 2009-01-27 Health 3.0

Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
Brian Kalma
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
zappos
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
zappos
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
zappos
 
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
Alfred Lin
 
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
 
Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
zappos
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
zappos
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
zappos
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
zappos
 
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
 
Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
zappos
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
zappos
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
zappos
 
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
 

Semelhante a Zappos Preso 2009-01-27 Health 3.0 (19)

Extending the Customer Experience
Extending the Customer ExperienceExtending the Customer Experience
Extending the Customer Experience
 
Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08Zappos - eBay Talk - 04-22-08
Zappos - eBay Talk - 04-22-08
 
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
 
Extending the customer Experience
Extending the customer ExperienceExtending the customer Experience
Extending the customer Experience
 
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...
 
Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09Zappos - Underground 5 - 2-21-09
Zappos - Underground 5 - 2-21-09
 
Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09Zappos - SANG Conference - 2-23-09
Zappos - SANG Conference - 2-23-09
 
Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09Zappos - NAA - 3-9-09
Zappos - NAA - 3-9-09
 
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
 
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 - General Mills - 8-5-09
Zappos - General Mills - 8-5-09Zappos - General Mills - 8-5-09
Zappos - General Mills - 8-5-09
 
Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09Zappos - Connect 09 - 5-13-09
Zappos - Connect 09 - 5-13-09
 
Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09Zappos - CBS Radio - 6-23-09
Zappos - CBS Radio - 6-23-09
 
Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09Zappos - TiECON - 5-16-09
Zappos - TiECON - 5-16-09
 
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 - UIE - 4-20-09
Zappos - UIE - 4-20-09Zappos - UIE - 4-20-09
Zappos - UIE - 4-20-09
 
Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09Zappos - LMU - 4-20-09
Zappos - LMU - 4-20-09
 
Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09Zappos - ETR - 03-24-09
Zappos - ETR - 03-24-09
 
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
 

Mais de Alfred 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 Summit
Alfred Lin
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEW
Alfred 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 America
Alfred Lin
 
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 Summit
Alfred Lin
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
Alfred 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 Insight
Alfred Lin
 
Zappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 GrowthZappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 Growth
Alfred Lin
 

Mais de Alfred Lin (7)

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 Summit
 
Zappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEWZappos Preso 2010-05-18 ECEW
Zappos Preso 2010-05-18 ECEW
 
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 America
 
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 Summit
 
Zappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate ConnectZappos Preso 2009-08-09 Inman Real Estate Connect
Zappos Preso 2009-08-09 Inman Real Estate Connect
 
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 Insight
 
Zappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 GrowthZappos Insights 2009-07-14 Growth
Zappos Insights 2009-07-14 Growth
 

Último

Uneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration PresentationUneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration Presentation
uneakwhite
 
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
amitlee9823
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Dipal Arora
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
amitlee9823
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
Workforce Group
 
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
Call Girls in Nagpur High Profile Call Girls
 
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
lizamodels9
 
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
ritikaroy0888
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
dlhescort
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
lizamodels9
 

Último (20)

Uneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration PresentationUneak White's Personal Brand Exploration Presentation
Uneak White's Personal Brand Exploration Presentation
 
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
 
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
Call Girls Jp Nagar Just Call 👗 7737669865 👗 Top Class Call Girl Service Bang...
 
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdfDr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
 
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRLMONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
 
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
 
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
 
Call Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine ServiceCall Girls In Panjim North Goa 9971646499 Genuine Service
Call Girls In Panjim North Goa 9971646499 Genuine Service
 
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to ProsperityFalcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
 
Falcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investorsFalcon Invoice Discounting: The best investment platform in india for investors
Falcon Invoice Discounting: The best investment platform in india for investors
 
Business Model Canvas (BMC)- A new venture concept
Business Model Canvas (BMC)- A new venture conceptBusiness Model Canvas (BMC)- A new venture concept
Business Model Canvas (BMC)- A new venture concept
 
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxMonthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptx
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
 
Organizational Transformation Lead with Culture
Organizational Transformation Lead with CultureOrganizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
 
A DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMANA DAY IN THE LIFE OF A SALESMAN / WOMAN
A DAY IN THE LIFE OF A SALESMAN / WOMAN
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
 
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors DataRSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors Data
 

Zappos Preso 2009-01-27 Health 3.0

  • 1. Building a Brand that Matters…(Online) Alfred Lin – COO/CFO Twitter: @zappos_alfred January 27, 2009
  • 2.  
  • 3.
  • 4.
  • 5.
  • 6. Power of repeat customers and word of mouth...
  • 7.
  • 8.
  • 9.
  • 10. Customer feedback is more rewarding than press clippings… Story about a returned wallet…
  • 11. Four Things You Need to Build a Brand that Matters
  • 12.
  • 13.
  • 14. Repeat Customer Data for Zappos.com % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.  
  • 22.
  • 23.  
  • 24.
  • 25.