Personal Emotional Connections is all about how you connect with your employees outside of the job they do and how you are connecting with your customers outside of the product they purchase. Relating to people on a human level.

1. Creating Personal Emotional
Connections

2. A little about me…
2
R&D
Community
and Experience
Culture
Chief of Staff

3. A service company that just happens to
sell shoes, clothing, handbags,
accessories, housewares…

4. 2009 #23
2010 #15
2011 #6
TOP 100 BEST
COMPANIES TO
WORK FOR
2012 #11
2013 #31
2014 #38

5. Headquarters:
Downtown Las Vegas
Fulfillment:
Nationwide
1500+ employees

6. 1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried

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

8. Clothing
Customer Service
Culture
Community
Zappos is all about the 4 C’s…

9. What is PEC?

10. Manager to Employee PEC
10 – 20% Rule

11. Manager to Employee PEC
Team Building

12. Manager to Employee PEC
Office Design

13. Holacracy and PEC
2 key Elements of Holacracy

14. Distributed Authority
Allows people the chance to evolve
the structure of the organization,
responding to real-world conditions.

15. Self-Organization
Each person is given the authority to
take any action useful to express their
purpose, as long as such action doesn't
violate the Domain of another role.

16. Roles – Finding Passion

18. Wishez

19. Volunteer Programs

20. Benefits

21. Customer PEC

25. 25

26. Thank you for allowing me to be here!
Email me! Jamie@zappos.com
• Questions or Comments
• A copy of this presentation
• Tour of our office
– If you happen to be in Las Vegas!
• Classes, Q&A’s, Bootcamp
– Zapposinsights.com
• Copy of our culture book
– Be sure to include your mailing address!