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Examination of Zappos Culture

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Lisa Wagner

on 26 February 2011

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Transcript of Examination of Zappos Culture

Examination of the
Zappos Culture
Jared Black
Rachel Leddy
Jamie Stamey
Lisa Wagner presented by 1999:
Founded by Nick Swinmurn Vision:
one day, 30% of all retail transactions in the US will be online
people will buy from the company with the best service and the best selection
Zappos.com will be that online store 2009:
Merged with Amazon.com
- a deal valued at $1.2 billion 2010: Grown so large; they split
into 10 different companies "Provide the best service online - not just in shoes, but in any category" "Create a website that offered the absolute best selection in shoes in terms of brands, styles, colors, sizes and widths" Meet Our Monkeys Tony Hsieh Chris Nielson Fred Mossler CEO COO & CFO No Title The
Family Core Values Embrace and
Drive Change Deliver WOW
Through Service Create Fun and
A Little Weirdness Be Adventurous,
and Open-Minded Pursue Growth
and Learning Build Open and
Honest Relationships
With Communication Build A Positive
Team and
Family Spirit Do More With Less Be Humble Be Passionate
and Determined About Communicating
the Culture Tony Hsieh, Age 37
Harvard University 1999:
Sold internet advertising network
LinkExchange to Microsoft for $265 million Author of
"Delivering Happiness"
How Tony
Builds The Culture Two Interviews
technical ability interview
culture-fit interview Training
Four-week customer service training regardless of position
$2000 standing offer to quit until the end of the fourth week
Committed Employees At Zappos, anything worth doing is worth doing with WOW. You must do something that's above and beyond what's expected. Dear Lisa,

Thank you for contacting the Zappos.com Customer Loyalty Team!

I am so happy to assist you today!

Thank you for reaching out to us and for picking Zappos.com for your presentation! Go Bruins!

I could go on and on about exceptional stories having to do with our fun company culture! I will give you a couple of links which are a few of my favorites!

We had a really fun cupcake social July of last year. I made a yummy cupcake with chocolate and whipped cream! I'm even featured at the end of this video! (I'm the girl with the dark hair on the right!):


Another one of my favorite days was our 'Night to Forget' Prom day! We had everyone dress up in their favorite tacky prom wear for the day. It was great because this day happened to fall on my birthday! I felt like everyone was all dressed up for my birthday! Here is a link that shows how much fun we had:


Here is a link to more clips of our fun filled days here at the company!


Zappos culture is great for me in so many ways! Here at Zappos we are encouraged to be ourselves! We feel inspired to share our ideas with our teams. We are empowered to make decisions, which is an amazing feeling! I truly feel blessed to work for such a fantastic company. We are all here working toward a common goal, while able to express ourselves as individuals.

We would love to send you our Zappos Family Culture Book. You can find a handy online request form at:


I really hope this helps! Feel free to contact any of us here at the call center and we are happy to answer questions for you! If there is anything else we can assist you with, please contact us anytime 24/7. As you probably guessed, here in Las Vegas we never sleep! Have a fantastic rest of the day and good luck with your presentation! I know you all will rock it out!

Thank you,
Natalie Langdon
Tony's Team
Powered by Service!
Phone: Toll-free 1-800-ZAPPOS-1 (1-800-927-7671)
Full transcript