philadelphia shrm
DESCRIPTION
TRANSCRIPT
A little about me…
R&D
Community, Experience, and
Events
Culture
A service company that just happens to sell shoes, clothing,
handbags, accessories, housewares…
2009 #23 2010
#152011 #6
TOP 100 BEST COMPANIES TO WORK FOR
Headquarters: Henderson, NVFulfillment: Shepherdsville, KY1500+ employees
1,000+ brands200,000+ styles6 million items
in warehouse100% inventoried
Customer Service:What customers see first
24/7 1-800 number on every page
Free shipping
Free return shipping
365-day return policy
Customer Service:What customers experience
Fast, accurate fulfillment
Surprise Upgrades
Occasionally direct to competitors’ web sites
Customer Service:What we do internally
No call times/sales goals
Culture Reviews
4 weeks of training
Customer Service:What we do internally
Pay to Quit
Culture Book
Interviews Based on Culture
NPS Scores The Ultimate Question
Based on your recent experience, how likely would you be to recommend us to a friend or
family member?
NPS Scores The Ultimate Question
Based on your recent experience, how likely would you be to recommend us to a friend or
family member?
93%
NPS Scores
If you started your own service-based company, how likely would you be to hire the team
member who assisted you?
NPS Scores
If you started your own service-based company, how likely would you be to hire the team
member who assisted you?
92%
Commitment to Transparency:Examples
“Ask Anything” newsletter
Extranet for vendors
Tours & reporter visits
Twitter.zappos.com
OUR CULTURE
Where it began…
1994-1995: Pizza business in college
• 1996-1998: LinkExchange (online advertising)
• 1999: Venture Frogs (investment fund)
• 1999-Today: Zappos.com, Inc.
DECIDING OURVALUES & CULTURE
VALUES & CULTURE
What are our values?
What are the values
of our best?
Gathering buy in from the team.
Zappos Core Values1. 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 Spirit8. Do More with Less9. Be Passionate and Determined10. Be Humble
FROM IDEA TO ACTION…
EVER WONDER IF ANYONE READS
CORE VALUES ON THE PLAQUE IN
THE LOBBY?(LET ALONE LIVE BY THEM)?
RESEARCH SHOWS IT DOESN’T MATTER WHAT YOUR VALUES ARE, YOU JUST HAVE TO COMMIT TO THEM AND CREATE ALIGNMENT
COMMITTING TO CULTURE
Starts with HR
Hire Slowly…Fire Quickly!
THE ROLE OF HR
Risk Advisors
Determine “Culture Fit”
Support the Culture
Create Policies Around the RULE Not the Exception.
Committing to Culture:Examples
Culture Contract
Pay to Quit
Culture Review
Handbook
LEADERSHIP
EMPLOYEES:
What’s the larger vision and greater purpose in their work beyond money or
profits?
VISIONMOTIVATION
vs.INSPIRATION
THE ROLE OF A LEADER
Drive the Culture
Help Your Employees Find Their Calling
Create a Positive Team and Family Spirit
10% - 20% Rule
PEC – Personal Emotional Connection
PROGRAMS
Core Value
Co-Worker Bonus
Zollar Store
Anniversary
WISHEZ
EVENTS
Keeps fun in our work environment
Inspires creativity
Brings teams together
Ties to our values and/or goals
Workspace
Fun-ctional Spaces
OPEN DOOR POLICY
WHAT CULTURE CAN DO FOR A COMPANY
NOV ‘09 AMAZON ACQUIRES ZAPPOS
$1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING
Thank you for allowing me to be here!
Email me!
Questions or CommentsTour of our office
Copy of our culture book
Want more? ZapposInsights.com