wowing your customers: inspiring employee happiness and engagement
TRANSCRIPT
HOUSEKEEPING
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Maura Dailey Senior Manager Customer Loyalty Team Zappos.com
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WOWING YOUR CUSTOMERS: IT STARTS WITH INSPIRING EMPLOYEE HAPPINESS AND ENGAGEMENT
– Worked at Nordstrom through highschool and college
– BA in Anthropology – Never worked in a call center
before Zappos – Joined SF Zappos.com, Inc.
in September 2003 to answer customer calls (20-‐30 members in CLT)
– Moved to Vegas in April 2004 to help grow the Customer Loyalty Team (call center) to the ~600 seats it is now.
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A LITTLE ABOUT ME…
– 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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A LITTLE ABOUT TONY CEO OF ZAPPOS.COM
Founded in 1999
1500 Employees in Las Vegas
#23 in FORTUNE MAGAZINE’s “100 Best Companies To Work For” 2009. Have been on the list every year since.
Focus is on our culture. Culture is our brand.
Zappos “Powered by Service” • Providing the best online shopping experience possible. *
• Fast, Free Shipping. 365-‐day return policy.*
• Fast, friendly & expert customer service.
6 *Zappos.com website is operated by Zappos Development, Inc. **Fulfilled by Zappos FC, Inc.
THE ZAPPOS FAMILY OUR BACKGROUND AT A GLANCE
The Power of WOW
‘01 ‘02 ‘06 ‘03 ‘04 ‘05 ‘07 ‘00 ‘08
Gro
ss S
ales
$M
M
$1,000
800
600
400
200
• 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:
FIRST IMPRESSIONS ARE IMPORTANT!
• 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:
IT’S ALL ABOUT THE EXPERIENCE!
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• 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, and customer service
training for everyone in Las Vegas office • We’ll pay you $3000 to quit • Zappos Family Culture Book • Interviews are 50% based on core values & culture fit
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CUSTOMER SERVICE:
INSIDE MESSAGE NEEDS TO MATCH THE OUTSIDE MESSAGE
CULTURE THE #1 PRIORITY
Defining Your Culture
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Establish Committable Core Values Every employee is asked to live & breathe the Zappos Family core values and inspire the culture in others.
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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ZAPPOS FAMILY 10 CORE VALUES
• 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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HIRING FOR CULTURE
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MAKE CULTURE A PART OF EVERYONE’S RESPONSIBILITY AND ACCOUNTABILITIES
• Relationships – Socialize with co-‐workers – Get to
know people! – Scheduled Team Building time for
all teams w/ budget – Activity/Interest Clubs/On campus
events – Social media
• Leadership Role: – Drive the culture – Connect with team – Inspire new ideas and creative
thinking – Help employees find their calling,
reach their peak – Recognition
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TEAMS AND RELATIONSHIPS
Constantly Communicate!!!!
• Employee Happiness Surveys – Gain feedback • Zappos Family Culture Book • Zappos.com Sales Reports • Ask Anythings • Meals with leadership • Zuddles • Update emails monthly/quarterly
“Be real and you have nothing to fear.”
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TRUST AND TRANSPARENCY
• The CLT Academy • The Journey Guide – Progression opportunities
• Coaching and Feedback, focus on growth and learning
• Zappos U classes (personal and professional)
• Focus group meetings to gain feedback
• Personal Accountability
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CREATE AN EMPOWERED WORKFORCE
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Empowerment at Zappos How does it impact our employees?
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
• Availability -‐ Attendance/PSL –
Personal Service Level • Quality of Service
-‐ Call reviews/self evals/VOC • Culture Assessments
-‐ Based on CVs/Peer based • Progression
-‐ Pursuit of Growth and Learning
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4 ELEMENTS OF PERFORMANCE
• Toolbox – Leadership Training
• Projects and Committees • Surveys • Skip Meetings • Team Performance • Culture Assessments
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LEADERSHIP DEVELOPMENT
• Jackie wanted to let us know that she came home today, after a hard day at work, and was completely blown away to open the box of cookies that Veronica sent her. By sending the cookies Veronica totally made her day, and deserves a warm hug. Jackie wanted us to know how much that meant to her, and that she will be a Zappos customer for life.
• Mark was such a pleasure to work with. I'm going through some hard times and it was nice to speak with someone as genuine as Mark. He sent me a picture of him and his family at Disneyland. Mark has a beautiful family. Thank you Mark for being patient and taking the time out of your day to assist me.
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CUSTOMER CONNECTIONS: PEC IN ACTION
Thank you for allowing me to be here!!! • Come visit our offices –
tours.zappos.com
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QUESTIONS????