Zappos - Web 2.0 - 11-5-08

Building a Brand that Matters Tony Hsieh - CEO Twitter: @zappos [email_address] Web 2.0 Conference November 5, 2008

My background (Tony) ,[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]

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]

Q&A ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Check out: http://twitter.com/zappos (Tony Hsieh - CEO) http://twitter.zappos.com (public mentions, employees) http://blogs.zappos.com (photos & videos of culture)

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

Zappos - Web 2.0 - 11-5-08

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Zappos - Web 2.0 - 11-5-08