2. The Company
“We are a Service Company that happens to sell shoes. And handbags. And more…”
America’s #1 Online Shoe Retailer
75% of sales are repeat customers
Holacracy styled structure

3. Why is Zappos extraordinary
Holacracy
5 week training program and $2000 offer to quit
Full healthcare coverage and compressed work week
Company culture as main priority
On-site life coach/chiropractor
Hire for cultural fit
Connection through private Twitter network

4. 10 Core Values
Each Zappos Employee is expected to enjoy the following:
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

5. Changes that have been Made
Amazon purchased the company in 2009, emphasizing a wider inventory and lower prices, but vowing to maintain company culture
Amazon started a shoe site (endless.com) to compete with Zappos
In 2014, moved toward a Holacracy style management
address structural issues
Eliminate hierarchy to increase innovation

6. Acquisition with Amazon
“Over the next few days, you will probably read headlines that say ‘Amazon acquires Zappos’ or ‘Zappos sells to Amazon’. While those headlines are technically correct, they don’t really properly convey the spirit of the transaction. (I personally would prefer the headline ‘Zappos and Amazon sitting in a tree...’)”
“We plan to continue to run Zappos the way we have always run Zappos-- continuing to do what we believe is best for our brand, our culture, and our business.”

7. Holacracy Organizational philosophy Zappos adopted in 2014
Replaces traditional and hierarchical job titles with fluctuating roles each employee is assigned
Work in “circles” on designated projects and tasks
About 400 circles
Meant to address structural issues and increase innovation

8. Customer Service
Record-length Customer Loyalty phone call of 5 Hours and 25 Minutes
Focus on cultivating repeat customers
“Fast free shipping on ALL orders”
Upgrade shipping and same day delivery
“WOW”

9. Company Culture Core values Holacratic structure Unique hiring process
including motivation and happiness
Holacratic structure
Unique hiring process
cultural fit
behaviorally based questions
On the job training

10. BOUGHT AT ZAPPOS