GPTW - Creating Personal Emotional Connections

Creating Personal Emotional Connections

A little about me…

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R&D

Community and Experience

Culture

A service company that just happens to sell shoes, clothing,

handbags, accessories, housewares…

2009 #23 2010 #15

2011 #6

TOP 100 BEST COMPANIES TO WORK FOR

2012 #11 2013 #31

2014 #38

Headquarters: Downtown Las VegasFulfillment: Nationwide1500+ employees

1,000+ brands200,000+ styles6 million items

in warehouse100% inventoried

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

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ClothingCustomer ServiceCultureCommunityC

Zappos is all about the 4 C’s…

What is PEC?

Manager to Employee PEC

10 – 20% Rule

Manager to Employee PEC

Team Building

Manager to Employee PEC

Office Design

Holacracy and PEC

2 key Elements of Holacracy

Distributed Authority

Allows people the chance to evolve the structure of the organization,

responding to real-world conditions.

Self-Organization

Each person is given the authority to take any action useful to express their

purpose, as long as such action doesn't violate the Domain of another role.

Roles – Finding Passion

Programs that Foster PEC

Wishez

Volunteer Programs

Benefits

Customer PEC

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Thank you for allowing me to be here!

Email me! Jamie@zappos.com• Questions or Comments• A copy of this presentation• Tour of our office – If you happen to be in Las Vegas!

• Classes, Q&A’s, Bootcamp– Zapposinsights.com

• Copy of our culture book– Be sure to include your mailing address!