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