Zappos - SXSW - 3-14-09

Delivering Happiness Tony Hsieh – CEO [email_address] Follow me on Twitter: twitter.com/ zappos SXSW Interactive March 14, 2009

A Little About Me (Tony) 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],[object Object]

Recent Recognition: Nice, but we pay more attention to our customers ,[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 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]

Owning the 3 C’s ,[object Object],[object Object],[object Object]

Owning the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture

Zappos Delivering Happiness (customers and employees) ,[object Object]

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Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

7 Steps For Building A Brand that Matters

Step #1 ,[object Object],[object Object],[object Object],[object Object],[object Object]

Step #2 ,[object Object],[object Object]

VALUES & CULTURE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Step #3 ,[object Object],[object Object],[object Object],[object Object]

Commitment to Transparency: Examples ,[object Object],[object Object],[object Object],[object Object],[object Object]

Step #4 ,[object Object],[object Object],[object Object],[object Object]

VISION ,[object Object],[object Object],[object Object],[object Object]

ENTREPRENEURS: ,[object Object]

VISION ,[object Object],[object Object],[object Object]

Step #5 ,[object Object],[object Object],[object Object]

Step #6 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Step #7 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

TAKE A STEP BACK What is your goal in life?

WHAT IS YOUR GOAL IN LIFE? Grow Company Get a Great Job Boyfriend / Girlfriend Be Healthy Retire Early Make Money Find Soul Mate Run Faster Spend Time w/ Family Buy A Home Get Married Run A Marathon why? why? why? why? why? why? why? why? HAPPINESS why? why? why? why?

RESEARCH HAS SHOWN: ,[object Object],[object Object],[object Object],[object Object]

HAPPINESS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

A Few Different Frameworks of HAPPINESS

[object Object],[object Object],[object Object],[object Object],[object Object],A FEW DIFFERENT FRAMEWORKS ON HAPPINESS:

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3 TYPES OF HAPPINESS time time time

RECOMMENDED BOOKS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Put a little Zappos in your day… …some links to check out… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Put a little Zappos in your day… …to contact me or get a tour… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

Zappos - SXSW - 3-14-09

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Zappos - SXSW - 3-14-09