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Zappos - Branding And Employee Engagement Conference - 2-9-09

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Building a Brand that Matters Tony Hsieh - CEO [email_address] Twitter: @zappos Branding and Employee Engagement Conference February 9, 2009
 
My background (Tony) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zappos at a Glance ,[object Object],[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… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & 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]
 
4 Things You Need to Build a Brand that Matters
THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
[object Object],[object Object],[object Object],[object Object]
Entrepreneurs: “ What would you be passionate about doing for 10 years even if you never made a dime?”
Employees: What’s the larger vision and greater purpose in their work beyond money or profits?
INSPIRATION vs. MOTIVATION
THING #2 REPEAT CUSTOMERS
Repeat Customer Data for Zappos.com
THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
Exposing ourselves as much as possible… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
THING #4 CULTURE “ Committable Core Values”
Zappos Core Values ,[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: C lothing C ustomer Service C ulture
ZAPPOS Delivering Happiness (for customers and employees) “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“ That’s great for Zappos but it would never work at my company …”
It doesn’t matter what your core values are… … as long as you commit to them. ALIGNMENT
Your company’s core values can change employees’ lives if they believe in them and they believe the company believes in them.
 
Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Zappos - Branding And Employee Engagement Conference - 2-9-09

  • 1. Building a Brand that Matters Tony Hsieh - CEO [email_address] Twitter: @zappos Branding and Employee Engagement Conference February 9, 2009
  • 2.  
  • 3.
  • 4.
  • 5.
  • 6. Power of Repeat Customers & Word of Mouth
  • 7.
  • 8.
  • 9.
  • 10.  
  • 11. 4 Things You Need to Build a Brand that Matters
  • 12. THING #1 VISION “ Whatever you’re thinking, think bigger.” Does the vision have meaning? Chase the vision, not the money…
  • 13.
  • 14. Entrepreneurs: “ What would you be passionate about doing for 10 years even if you never made a dime?”
  • 15. Employees: What’s the larger vision and greater purpose in their work beyond money or profits?
  • 17. THING #2 REPEAT CUSTOMERS
  • 18. Repeat Customer Data for Zappos.com
  • 19. THING #3 TRANSPARENCY “ Be real, and you have nothing to fear.”
  • 20.
  • 21. THING #4 CULTURE “ Committable Core Values”
  • 22.
  • 23. Owning the 3 C ’s: C lothing C ustomer Service C ulture
  • 24. ZAPPOS Delivering Happiness (for customers and employees) “ People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”
  • 25.
  • 26. “ That’s great for Zappos but it would never work at my company …”
  • 27. It doesn’t matter what your core values are… … as long as you commit to them. ALIGNMENT
  • 28. Your company’s core values can change employees’ lives if they believe in them and they believe the company believes in them.
  • 29.  
  • 30.
  • 31. Links to check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture) http://about.zappos.com (more information about us & core values) http://www.zapposinsights.com (video Q&A from different depts, book recommendations)
  • 32.  
  • 33.