Zappos Interview Presentation
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Transcript of Zappos Interview Presentation
Zappos Interview Analysis Interview with Aaron Magness
Yuksel Ulgen
Zappos/1999 Founded by Nick Swinmurn in 1999 In San Francisco Online Shoe Store Tony Hsieh was an investor Tony Hsieh became the CEO
in 2000
Zappos
Zappos/2009 In Las Vegas (office) & Kentucky (Warehouse) 1400 employees Selling shoes, eyewear, handbags, accessories,
clothes
CUSTOMER SERVICE CULTURE
CORE VALUES
Clothes
Zappos/2009
ShoesHandbags
Eyewear
Accessories
Customer Service
Zappos Culture
CULTURE BRAN
D
Drives
BRAND ISCUSTOMER SERVICE
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 Relationship
WithCommunication Build a Positive Team and Family Spirit Do More With Less Be Passionate and Determined Be Humble
Employees Zapponians People who fit to the culture They’re paying $2000 to new employees to quit All new employees
4 weeks at call center 1 week at warehouse Understand the importance of customer service
Two step interview Technical Culture fit
Services Selling shoes, clothes, watches, eyewear,
accessories and eventually anything, everything, even
airlines
ServicesFree Shipping both ways365 days Return Policy7/24 Open WarehousesDirecting to CompetitorsAnything that creates a positive lasting memory isCUSTOMER SERVICE
Customers Over 10 million DEMOGRAPHICS
Gender: Female Age: 25 - 49 Income: $94k household income Education: College educated Marriage: Married with children
Expansion Customers’ ideas about expansion They are more than an online shoe store!
Competitors Not concerned about competitors Just focusing to the customer service
Advertisement & Marketing Commercials Advertisements Blogs
http://blogs.zappos.com/blogs Twitter
@zappos, lots of other Zappos Employees Zappos TV
http://blogs.zappos.com/blogs/zappos-tv Zappos Insights
http://www.zapposinsights.com/ WORD OF MOUTH
Analysis Zappos is more than an online shoe store.. They try to create a lasting relationship with
their customers CEO, Tony Hsieh does not have his own room Employees having fun while working Science of Happiness can help your business,
brand & yourself Tony Hsieh
People may not remember exactly what you did or what you said, but they will always remember how you made them
feel
References http://i51.photobucket.com/albums/f367/Torquemada
1/KnifeCrimeCrisismilibandgordonbrown.jpg http://www.chumpysclipart.com/illustration/99/
mom_working_from_home_or_taking_online_classes_on_her_computer_with_kids_around_her
http://vividcuriosity.com/marketing/clever-zappos-advertisement-airport/
http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_hsieh.jpg
http://i.l.cnn.net/money/2009/01/15/news/companies/Zappos_best_companies_obrien.fortune/tlillegraven_zappos_group.03.jpg
THANK YOU!ANY QUESTIONS