INSPIRE EMPLOYEE HAPPINESS
AND
ENGAGEMENT TO WOW YOUR CUSTOMERS
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A LITTLE ABOUT ME…
„ BA in History from Santa Clara University
„ Never worked in a call center before Zappos
„ Joined Zappos in SF in January 2004 to answer
customer calls (Approx. 30-40 members in CLT)
„ Moved to Vegas in June 2004 to help grow the
Customer Loyalty Team (call center) to the 600
seats it is now.
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A LITTLE ABOUT TONY CEO OF
ZAPPOS.COM, INC…
„ 1994-1995: Pizza business in college
„ 1996-1998: LinkExchange (online advertising)
Sold to Microsoft for $265 millon
„ 1999: Venture Frogs, LLC (angel investment fund)
20/20 – Invested about $20M in about 20
companies/ Invested in Zappos.com, Inc.
„ 1999-Today:
Zappos.com, Inc.
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THE ZAPPOS FAMILY
OUR BACKGROUND AT A GLANCE
Founded
in 1999
1400
Employees
in Las
Vegas
#23 in
FORTUNE
MAGAZINE’s
“100 Best
Companies
To Work For”
2009
#15, #6, and
#11 in
FORTUNE
“100 Best
Companies
To Work For”
2010, 2011,
2012
Zappos
“Powered
by
Service”
•Providing
the best
online
shopping
experienc
e possible.
*
•Fast, Free
Shipping.
365-day
return
policy.*
•Fast,
friendly &
expert
customer
service.
* Z A P P O S . C O M W E B S I T E I S O P E R A T E D B Y Z A P P O S D E V E L O P M E N T , I N C . * * F U L FI L L E D B Y Z A P P O S F C , I N C .
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The Power of WOW
Gross Sales $MM
$1,000
800
600
400
200
‘00
‘01
‘02
‘03
‘04
‘05
‘06
‘07
‘08
What
Customers
See First
What
Customers
Experience
What We
Do
Internally
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CUSTOMER SERVICE:
FIRST IMPRESSIONS ARE IMPORTANT!
„24/7 1-800 number on every page
of the Zappos.com Website
„Free shipping
„Free return shipping
„365-day return policy
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CUSTOMER SERVICE:
IT’S ALL ABOUT THE EXPERIENCE!
„ Surprise your customers
• Create WOW, PEC
„ Friendly, helpful “above and
beyond” customer service
„ Don’t have it? Assist them with
finding it elsewhere
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CUSTOMER SERVICE:
INSIDE MESSAGE NEEDS TO MATCH THE
OUTSIDE MESSAGE
•
No call times
„
The telephone is one of the best branding devices available
„ No sales-based performance goals for reps
„ Run warehouse 24/7
„ Inventory all product (no drop-shipping)
„ 4 weeks of culture, core values, customer service
training for everyone!
„ 3 additional weeks of “on the job” training and
coaching for members of CLT
„ We’ll pay you $3000 to quit
„ Zappos Family Culture Book
„ Interviews are 50% based on core values & culture fit
„ Twitter/Facebook/YouTube/Blogs help build culture
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CULTURE
THE #1 PRIORITY
ZAPPOS IN HENDERSON
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
NEW ZAPPOS HEADQUARTERS
Defining Your Culture
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CULTURE:
ESTABLISH COMMITTABLE CORE VALUES
EVERY EMPLOYEE IS ASKED TO LIVE & BREATHE THE
ZAPPOS FAMILY CORE VALUES AND INSPIRE THE
CULTURE IN OTHERS.
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ZAPPOS FAMILY 10 CORE VALUES
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
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HIRING FOR CULTURE
„ The Application (Beyond the
Basics)
„ If you entered a room and a theme
song played, what would your song
be and why?
„ How lucky in life do you consider
yourself to be on a scale from 1-10?
„ The Tour
„ The Hiring Process
„ Managers interview for technical fit
and department culture fit.
„ Human Resources interviews for
culture fit.
„ Must pass both in order to be hired.
„ Hire slowly, Fire quickly
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ACTIVELY MANAGE YOUR CULTURE
BASED ON YOUR CORE VALUES
MAKE CULTURE A PART OF
EVERYONE’S PERFORMANCE REVIEW
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BUILDING TEAMS AND RELATIONSHIPS
“If you want to go quickly, go alone.
If you want to go far, go together.”
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TEAMS AND RELATIONSHIPS
„ Relationships
„ Socialize with co-workers
„ Activity/Interest Clubs
„ Twitter
„ Manager’s Role:
„ Drive the culture
„ Build their team (Team Building)
„ Inspire new ideas and creative thinking
„ Help employees find their calling, reach their peak
„ Recognition
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TRUST AND TRANSPARENCY
• Employee Happiness Surveys
• Zappos Family Culture Book
• Zappos Family OCM Notes (Sr. Leadership Meetings)
• Zappos.com Sales Reports
• Ask Anything
„ Twitter
„ Distribution Lists
„ Holacracy Meeting Notes/Projects/Outputs
“Be real and you have nothing to fear.”
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CREATE AN EMPOWERED WORKFORCE
„ The Learning Center, CLT Academy
„ The Journey Guide - Progression
„ Coaching and Feedback, focus on growth and learning
„ Connecting with your Team
„ Personal Accountability
„ Ztopia
“Trust men and they will be true to you; treat them
greatly,
and they will show themselves great.”
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WHAT DO YOU MEASURE?
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4 ELEMENTS OF PERFORMANCE
„ Availability
- Attendance/PSL /Handle Time
„ Quality of Service
- Call reviews/self evals/ NPS
„ Culture Assessments
- Based on CVs
„ Progression/Roles/Holacracy
- Pursuit of Growth and Learning
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LEADERSHIP DEVELOPMENT
„Toolbox – Leadership Training
„Surveys
„Skip Meetings
„Team Performance
„Culture Assessments
„Be an Entrepreneur!
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Everyone has
a voice
Inspires employee
happiness &
engagement
Meetings are more
focused on the
work
Instills a sense of
ownership & pride
Creates a
workforce who
make business
decisions based on
our core values
A team who is
willing to do what’s
right for our
customers and our
company
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What if instead of forecasting and shift bidding, people were able to just work
whenever they wanted? And if they worked when our customers needed
them the most (high wait times) they would be rewarded! That could be the
open market!
50
%
Set
50%
Flex
Schedule Capacitor
On Feb 12, 2015, CLT abolished it’s
attendance policy. Each circle is
empowered to create its own
policy if they decide to have one
at all.
Flex Points
=
Bonuses, prizes
or additional
Flex time
Our goal is to get the Flex
Capacitor at 0, which
means 100% schedule
flexibility
O.M. allows our A-Wowers to spend
20% of their time doing something
other than their primary role
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CUSTOMER CONNECTIONS: PEC IN
ACTION
„ “She went above and beyond…”
„ “What a gem of an employee…”
„ “I feel like a made a friend…”
„ “Kind hearted, genuine, and sincere…”
„ “The epitome of what customer service is…”
„ “Treated me like royalty…”
„ “Engaging, wonderfully pleasant…”
„ “Funny, a person that I have never met and probably
never will, touched my life in a lasting way.”
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DOING WHAT THE CUSTOMER ASKS:
FRIENDLY, HELPFUL, FUN…
„ You are now chatting with Jonathan
Jonathan: Hello Timmy. How can I help you?
Timmy: do you know how wide the G-Shock Atomic Solar AWG101 SKU #7403774 is?
Timmy: i mean, how big a wrist it would fit?
Timmy: Timmy has a big fat wrist
Timmy: Timmy need watch grande
Jonathan: I'll see what I can find out for Timmy.
Timmy: awesome. and can we please continue to talk about
Timmy in the 3rd person? Timmy likes to boost Timmy's ego by
talking about Timmy that way
Jonathan: Jonathan would be happy to neglect the use of
pronouns for the duration of this conversation.
Timmy: Jonathan and Timmy shall get along just fine
Jonathan: Will Timmy be able to measure Timmy's wrist?
Timmy: Timmy's wrist is big, but not Biggie-Smalls big. Timmy doesn't
have the required measurement instruments.
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QUESTIONS????
Thank you for allowing me to be here!!!
„ Email me – rsiefker@zappos.com
„ Come visit our offices – tours.zappos.com
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