Professional Documents
Culture Documents
Zappos: Happiness in A Box
Zappos: Happiness in A Box
Zappos: Happiness in A Box
Box
Presented by: Chris Heath
Company History
Zappos is an online company that sells shoes and other
apparel
The company was founded in 1999 by Nick Swinmurn
and is currently run by CEO Tony Hsieh
From the start Zappos has focused on great customer
service and developing a culture at work that is unique
Repeat Customers
75% of sales on any given day are from repeat
customers
During period Q407 first time customers spent $123.86
while repeat customers spent $156.27
Mostly word of mouth marketing
Stories Of Success
Personal Concierge
Stories of Success
Caring For The Sick
Stories of Success
From Confusion to Mobility
Stories of Success
Offering Praise and Gratitude
Twitter
Tony originally created the account as a personal search
engine, but soon realized the power Twitter could have in
growing the brand
He now has over 1.7 million followers
You cant stop the waves, but you can learn to surf
Jon Kabat-Zinn
At Vegas airport. While in bathroom, I had an AMAZING
revelation: Toiled seat covers are shaped exactly the
same as life vests!
499 employees are now using Twitter with the only rule
being, Use your best judgment
Amazon
Zappos merged with Amazon in a stock exchange in
2009
The deal was valued at 1.2 billion dollars
Though they became a part of Amazon they were kept
as a separate entity and were able to maintain their
culture
Q1 2010 net sales were up almost 50 percent compared
to Q1 2009
Summary
Zappos has been able to grow their business through
amazing customer service
This amazing customer service is made possible by
creating a culture at work that allows team members to
have fun
Team members constantly go above and beyond
Zappos has also been able to grow its brand through
new social media outlets such as Twitter and YouTube
Questions
1.