DELIVERING HAPPINESS THE

ZAPPOS WAY

By: Brooke Bonime

It all started with pizza…

The “WOW” Philosophy

• 365-day return policy

• Fast, FREE shipping• Fast fulfillment • 24/7 Call Center

Getting Paid to Quit • Strategic hiring & training process– Interviews– Training– “The Offer”

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

An Inside Look Into Zappos

“I’ve learned that people will forget what you said,

people will forget what you did, but people will never

forget how you made them feel.”

–Maya Angelou