zappos presentation for 11th annual digital dealers conference oct 7, 2011
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ThisTRANSCRIPT
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Growing a Customer Focused Culture&
Inspiring Employee Happiness and Engagement to Wow your Customers
Jim CarrilloCustomer Loyalty Team Manager
Duke CajalaCustomer Loyalty Team Manager
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A little about us…Jim Carrillo, Manager, Zappos Customer Loyalty Team, Inc. Joined Zappos in 2006
Oversees “ToolBox”, leadership development, Live Chat Team & Work from Home departments along with several phones teams.
Spent 20+ years in the Jewelry Industryas a Regional Manager.
Happily married for over 23 years.
Originally from The SF Bay Area.
Duke Cajala, Manager , Zappos Customer Loyalty Team, Inc.
Joined Zappos in 2005
Oversees the on-boarding program, which emphasizes on identifying culture advocates and TLC Team which provides continuous training to our customer loyalty team members.
I am a highly trained Ninja and I am aware of the other aspiring Ninjas at Zappos because they are my apprentices =)
I was born and raised in Hawaii
J i m - >< - D u ke
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The Zappos Family Garden
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Zappos
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Zappos at a Glance Corporate Background
Founded in 1999
3000 employees (half in NV, half in KY)• #23 in
FORTUNE MAGAZINE’s “100 Best Companies To Work For” 2009
• #15 in FORTUNE MAGAZINE’s “100 Best Companies To Work For” 2010
• #6 in FORTUNE MAGAZINE’S “100 Best” in 2011
Zappos is “Powered by Service”• Providing the
best online shopping experience possible.
• Fast, Free Shipping. Free return shipping. 365-day return policy.
• Fast fulfillment. Expedited delivery. Fast, friendly & expert customer service.
Selection• Over 1,000
brands, over 200,000 styles, over 900,000 unique UPCs.
• 5 million items in warehouse
• 100% of products inventoried (no drop ship).
Zappos is a service company that happens to sell clothing, handbags, shoes, accessories, housewares,….
Zappos Family Core Values
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1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and a Little Weirdness4. Be Adventurous, Creative and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit
8. Do More with Less9. Be Passionate and Determined
10. Be Humble
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Zappos
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Finding the Best Seeds
• The Application (Beyond the Basics)– If you entered a room and a theme song played, what would your
song be and why?– How lucky in life do you consider yourself to be on a scale from 1-10?
• The Tour• The Hiring Process
– Managers interview for technical fit and department culture fit.– Human Resources interviews for culture fit.– Must pass both in order to be hired.
• Hire slowly, Fire quickly
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Finding the Best Seeds
• The Application (Beyond the Basics)– If you entered a room and a theme song played, what would your
song be and why?– How lucky in life do you consider yourself to be on a scale from 1-10?
• The Tour• The Hiring Process
– Managers interview for technical fit and department culture fit.– Human Resources interviews for culture fit.– Must pass both in order to be hired.
• Hire slowly, Fire quickly
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Finding the Best Seeds
• The Application (Beyond the Basics)– If you entered a room and a theme song played, what would your
song be and why?– How lucky in life do you consider yourself to be on a scale from 1-10?
• The Tour• The Hiring Process
– Managers interview for technical fit and department culture fit.– Human Resources interviews for culture fit.– Must pass both in order to be hired.
• Hire slowly, Fire quickly
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Tyler’s Job Application
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Everyone is a Customer Service Representative!
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Planting in the Garden
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Cultivation!On-Boarding Experience
• 4 week new hire training class• The Offer• 1 week Kentucky Hero Academy• 3 weeks Incubation (ZCLT only)
ZCLT Progression Snapshot
Skill Sets•Specialty Teams•Mentoring•Ambassador program
Culture•Culture Clubs•Team Building•Building Relationships
GrowthAnd Learning
•Pipeline classes•Tech Seminars•Senior Rep. Program•Internships
Nurturing the Seeds
• Personalize the workspace• Create an environment of empowerment• Encourage connections• Focus on doing the right thing• Provide continuous feedback
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Tilling the Soil
3 fundamental things we’ve learned are necessary for WOW service online:
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What Customers See First
What Customers Experience
What We Do
Internally
Customer Service:What customers see first
• 24/7 1-800 number on every page• Free shipping• Free return shipping• 365-day return policy
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Customer Service:It’s all about the experience!
• Fast, accurate fulfillment• Surprise your customers
• Create WOW, PEC
• Friendly, helpful “above and beyond” customer service• Don’t have it? Assist them with finding it elsewhere
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Customer Service:Inside message needs to match the outside message
• No call times• The telephone is one of the best branding devices available• Longest Call was 8 hours & 28 minutes.
• No sales-based performance goals for reps
• Run warehouse 24/7
• Inventory all product (no drop-shipping)
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P.E.C.Personal Emotional Connection
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Zappos
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The Harvest
• Inspire employee happiness & engagement.• A sense of ownership and pride.• A workforce who make business decisions based on
our core vales.• A team who is willing to do what’s right for our
customers and our company.
Growing Customer Connections
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Phones7000+ Calls a day
Emails1300+ Emails resolved a day
Live Chat1500+ Live Chats per day
Twitter300+ Tweets per day
Social Sites1,100,000+ opportunities to interact per day and growing!
Customer experience extendsbeyond just our site… and so does our reputation!
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Time to figure out howto extend the experience!
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Zappos
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Jeanette’s Story
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Our Customers reward us by coming back…
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Customers come back…
On any given day, approx. 75% of purchases are from returning
customers
Customers come back, order more often…
Repeat customers order >2.5x per
year
Customers come back, order more often and
order more…
Repeat customers have higher avg. order size vs. 1st time customers
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Questions?
Thank you for allowing us to put a little Zappos happiness in your day!
Any Additional Questions or if you would like a tour of Zappos?
Please Email us: [email protected]@zappos.com
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