1. Zappos: Delivering Happiness
Jessica Hendricks
May 19, 2014

2. AGENDA Amazon Acquisition Lessons from Zappos Questions
Company Background
Customer-Focused Business Model
Company Vision/Culture
Exceptional Customer Service
Leveraging Social Media
Amazon Acquisition
Lessons from Zappos
Questions

3. COMPANY BACKGROUND Founded in 1999 by Nick Swinmurn
Tony Hsieh originally served as an investor and advisor before joining Zappos as co-CEO
ShoeSite.com  Zappos.com
2003 – Changed strategy
2004 – Moved headquarters to Las Vegas
2010 – Amazon acquires Zappos

4. CUSTOMER-FOCUSED BUSINESS MODEL
Developing Long-Term Customer Relationships
“Powered by Service”
Unique and Addicting Shopping Experience
Exceptional Customer Service
Transparency
Zappos Insights

5. COMPANY VISION Provide the very best customer service
Happy employees give great service
1999 Selection
2003 Customer service
2005 Culture and core values as a platform
2007 Personal Emotional Connection
2009 Delivering Happiness

6. COMPANY CULTURE Culture is a movement Hiring and Training Benefits
Work-Life Integration
Work Environment:

7. ZAPPOS 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

8. EXCEPTIONAL CUSTOMER SERVICE
“People may not remember exactly what you did or what you said, but they will always remember how you made them feel.”
Connecting with Customers
WOWing
Accessibility

10. LEVERAGING SOCIAL MEDIA

11. Both want what is best for the customer
AMAZON ACQUISITION
Low prices
Goal is to reduce customer service calls
Does not compete on price
Wants customers to call
Both want what is best for the customer

12. LESSONS FROM ZAPPOS Does Your Customer Really Need You?
How Connected is your Customer Base?
Serve a Perfect Fit
Make it Effortlessly Swift
Step into the Personal
Stretch
Play to Win

13. QUESTIONS What type of internet marketing strategy does Zappos prefer?
Search Engine Optimization
Search Engine Marketing
Social Media Marketing
All of the above.
What type of business model is Zappos?
B2B
B2C
C2B
C2C
3. Zappos growth is mainly attributed to
Customer Service
Company Culture
Employee Training/Development
All of the above

15. REFERENCES
Hsieh, Tony. “Zappos’s CEO on Going to Extremes for Customers”. Harvard Business Review. July-August 2010 <
Michelli, Joseph Does your Customer Really Need You? Lessons from Zappos.
“Why I sold Zappos.” Inc. Magazine. June <
“Zappos: Delivering Happiness to Stakeholders”. Daniel Fund Ethics Initiative, University of New Mexico <
“Zappos: Happiness in a Box”. Stanford Graduate School of Business. August , Case: M-333