Brian Kalma fue ponente en la pasada edición del European Ecommerce Conference (celebrada el 29 de Octubre de 2009 en el Circo Price de Madrid). Director de User Experience de zappos.com, tienda online recientemente adquirida por Amazon por su 'extraordinaria orientación al cliente', la ponencia de Kalma se tituló 'Extending the customer Experience'
2. Who am I and what do I do? Currently building a user experience and product team
3. The long road to UX & Product… Helped build the Product Photography Dept Director of Creative Services & Marketing Launched the front-end Development Team Launched the Brand Design Team Launched the Blog, Zappos.TV and Social Teams
27. Evolving Customer Connections Phone Live Chat Social Sites, Networks, etc… 1,100,000+ opportunities to interact per day 6,000+ calls a day 400+ live chats per day
37. Zappos Goal: Have as many employees be a voice! Why? We believe in People Planning being at the heart of our success.
38. How does one do that? Have the right culture and nurture it Have committable core values and aspire to live them INVEST in hiring and firing and pay people to leave ($$$) Stay focused and make people focused investments Education!
39. Strategy: Maintain Transparency Make it easy for people to see that we are, just a company of people just like you! We have nothing to hide, we’ll show you what people are saying about us and what WE are saying We like to make people smile and laugh