Jason Dalrymply & Kim Pendergrass. WHO IS ZAPPOS.COM? Founded in 1999 Name stems from Zapatos Originally shoesite.com CEO Tony Hsieh Sold Internet advertiser.

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Presentation transcript:

Jason Dalrymply & Kim Pendergrass

WHO IS ZAPPOS.COM? Founded in 1999 Name stems from Zapatos Originally shoesite.com CEO Tony Hsieh Sold Internet advertiser LinkExchange, to Microsoft for $265 million Invested in showsite.com On-line Retailer Amazon.com subsidiary Largest online shoe retailer Warehouse runs 24/7 No more drop shipping

FAMILY CORE VALUES Deliver WOW Through Service Embrace and Drive Change Create Fun and A Little Weirdness Be Adventurous, Creative, and Open- Minded Pursue Growth and Learning Build Open and Honest Relationships With Communication Build a Positive Team and Family Spirit Do More With Less Be Passionate and Determined Be Humble

POWERED BY SERVICE Zappos has a history of going above and beyond for their customersgoing above and beyond 75% of customers are repeat buyers Competitive Advantage Loyalty Business Model Relationship Marketing 24/7 hotline for customer service Free shipping both ways A 365-day return policy 4 day guaranteed shipping Surprised upgraded over night shipping Should Zappos ship international?

EXCEPTIONAL SERVICE STORIES

FORTUNE SAYS YES Ranked 15 th in 2010 for Fortune’s Top 100 companies to work for Up from 23 rd in 2009 Employee Benefits : Free lunches No charge vending machines Free health care Nap room Encouraged to embrace their “individualism” Free kindles and %40 of current salary bonus when acquired

BRIBING PEOPLE TO QUIT 33 open positions in 2009 and 26,000 applicants Two interviews – One for professionalism and the other for personality 4-week customer loyalty training course 2 weeks spent at the call center After a few weeks, new hires are offered $2,000 to quit 97% of people turn down the offer What do you think about bribing people to quit?

There is an app for that! Multiple view photos and videos Tweeting and more No promos Directly tweet to customers Transparency and peer level Blogs YouTube Facebook SOCIAL MEDIA GENIUSES

Started out word of mouth Minimal advertising costs Innovative marketing campaigns Taking advantage of shoeless people Television spots Television ADVERTISEMENTS

SOURCES customer-service customer-service html html m m