1. ZAPPOS.COM
BUILDING A BRAND
IS ABOUT
BUILDING TRUST

2. The Power of WOW
‘00 ‘01 ‘02 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08
Gross Sales $MM
$1,000
800
600
400
200

3. THE #1 PRIORITY

4. THE #1 PRIORITY

5. CULTURE
THE #1 PRIORITY

6. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

7. CLOTHING

8. CUSTOMER
SERVICE

9. CULTURE

10. CLOTHING, CUSTOMER SERVICE,
CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING

11. DELIVERING
CHUASTPOPMIENRSE &S ESMPLOYEES
“People will forget what you said.
People will forget what you did.
But people will never forget
how you made them feel.”
-MAYA ANGELOU

12. WHAT’S
DELIVNERIENG XHAPTPINESS
Clothing & Footwear
Customer Service
Company Culture
different types of trust in the brand
a meta-trust, inception style: “a great brand… ______”

13. ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg

14. LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg

15. LAS VEGAS CITY HALL

16. LAS VEGAS CITY HALL

17. APPLE
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg

18. NIKE
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg

19. GOOGLE
http://static.panoramio.com/photos/original/400729.jpg

20. DOGGY DAY CARE
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

21. NYU CAMPUS
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG

22. DOWNTOWN VEGAS
FREMONT EAST
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg

23. DOWNTOWN VEGAS
FREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg

24. DOWNTOWN VEGAS
FREMONT EAST

25. DOWNTOWN VEGAS
FREMONT EAST
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg

26. DELIVERING
HAPPINESS WHAT ’ S NEXT ?
Clothing
Customer Service
Company Culture

27. DELIVERING
HAPPINESS WHAT ’ S NEXT ?
Clothing
Customer Service
Company Culture
Community

28. A GREAT
BRAND
is a story that never
stops unfolding.

29. A GREAT
BRAND
COMPANY
is a story that never
stops unfolding.

30. A GREAT
BRAND
COMPANY
CITY
is a story that never
stops unfolding.

31. A GREAT
BRAND
COMPANY
CITY
COMMUNITY
is a story that never
stops unfolding.

32. MORE INFO
For a copy of this presentation:
tony@zappos.com
For more information:
www.zappos.com
www.downtownproject.com