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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! [email protected]• 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!
