Philadelphia SHRM

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!

Jamie@zappos.com

Questions or CommentsTour of our office

Copy of our culture book

Want more? ZapposInsights.com