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ZAPPOS.COM
BUILDING A BRANDIS ABOUT
BUILDING TRUST
The Power of WOW
‘01 ‘02 ‘06‘03 ‘04 ‘05 ‘07‘00 ‘08
Gro
ss S
ale
s $M
M
$1,000
800
600
400
200
THE #1 PRIORITY
THE #1 PRIORITY
CULTURETHE #1 PRIORITY
CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
CLOTHING
CUSTOMERSERVICE
CULTURE
CLOTHING, CUSTOMER SERVICE, CULTURE
CULTURE
CUSTOMER EXPERIENCE
CLOTHING
DELIVERING HAPPINESSCUSTOMERS & EMPLOYEES
“People will forget what you said. People will forget what you did.
But people will never forget how you made them feel.”
-MAYA ANGELOU
Clothing & Footwear
Customer Service
Company Culture
different types of trust in the branda meta-trust, inception style: “a great brand…
______”
WHAT’S NEXTDELIVERING HAPPINESS
ZAPPOS.COM
http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg
LAS VEGAS CITY HALL
http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg
LAS VEGAS CITY HALL
LAS VEGAS CITY HALL
APPLE
http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg
NIKE
http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg
http://static.panoramio.com/photos/original/400729.jpg
DOGGY DAY CARE
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
NYU CAMPUS
http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG
http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg
DOWNTOWN VEGASFREMONT EAST
DOWNTOWN VEGASFREMONT EAST
http://www.lucyvegas.com/sites/default/files/griffin5.jpg
DOWNTOWN VEGASFREMONT EAST
http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg
DOWNTOWN VEGASFREMONT EAST
DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
DELIVERING HAPPINESS
WHAT’S NEXT?
Clothing
Customer Service
Company Culture
Community
A GREAT
BRAND
is a story that never stops unfolding.
is a story that never stops unfolding.
A GREAT
BRANDCOMPANY
A GREAT
BRANDCOMPANY
CITY
is a story that never stops unfolding.
A GREAT
BRANDCOMPANY
CITYCOMMUNITY
is a story that never stops unfolding.
MORE INFO
For a copy of this presentation:[email protected]
For more information:www.zappos.comwww.downtownproject.com
