1

contact info

Zappos Insights• www.zapposinsights.com• info@zapposinsights.com• @zapposinsights

Donavon Roberson• www.donavonroberson.com• droberson@zappos.com• @zappos_drob

2

Zappos InsightsBUILD CULTURE | WOW CUSTOMERS

take service to your customer

“unleashing the power of culture”

3

bringing Zappos to you

http://zapposinsights.com/main/wp-content/uploads/ItourCribs.wmv

4

STRENGTH:

5

What is your core business?

we can learn a lot from a hedgehog

6

What can you

be best in th

e

world at?

What are you deeply passionate about?

What drives your

economic engine?

Hedgehog Concept

“here’s your sweet spot”

EMPATHY:

7

become a student of your customer’s needs

RELATIONSHIP:

8

join the conversation

social space

surveys

“sit –

downs”

PersonalEmotionalConnection

PermissionEngageCommunity

VISION:

9

why do we exist?

PaymentMotivateEntitled

PurposeInspireEngaged

what is your legacy?

Drive Summary• MONEY isn’t where it’s at!

• Give me a HIGHER purpose

• Inspiration eats Motivation for breakfast

10

Evolution of Zappos Brand / Vision

– 1999 Selection

“The World’s Largest Shoe Store”

– 2003Service & SelectionStopped drop shipping forgoing 25% of sales

at the time

– 2005Culture & Core Values as a platform“Zappos is a service company that happens to

sell shoes...”

– 2007Personal Emotional Connection“Powered by Service”

– 2009Delivering Happiness11

IMPACT:

12

what does success look like?

Creating story through experiences that transcend time and space.

13

SimpleUnexpectedConcreteCredibleEmotionalStories

COMMITMENT:

“Businesses that concentrate on finding and keeping good customers, productive employees, and supportive investors continue to generate superior results…[Loyalty] remains one of the great engines of business success.”

Frederick F. Reichheld

14

investment over expense

ENTREPRENEURSHIP:

“Good is the enemy of Great!”

15

creating freedom and responsibility

STRENGTHEMPATHYRELATIONSHIPVISIONIMPACTCOMMITMENTENTREPREURSHIP

16

SERVICE

17

COMMITMENT ENTREPRENEURSHIP

RELATIONSHIP IMPACT

PICTURE SERVICE

EMPATHY

“Culture is not about what is absolute, real, or true. It’s about what a group of people get together and agree to believe. Culture can be healthy or toxic, nurturing or murderous. Culture is made of stories…”

Thom Hartman

18

Peak Summary

• Go beyond expectations

• HE make HC make HI

• Actualize your employees…actualize the world19

20

experience

esthetics

escape entertainment

educate

make the most of your stage?

21

http://www.youtube.com/watch?v=m-ygmPXXxZU

what a loyal customer looks like

22

contact infoZappos Insights• www.zapposinsights.com• info@zapposinsights.com• @zapposinsights

Donavon Roberson• www.donavonroberson.com• droberson@zappos.com• @zappos_drob

23