Building a Customer-Focused Culture - PowerPoint PPT Presentation

Loading...

PPT – Building a Customer-Focused Culture PowerPoint presentation | free to download - id: 6ed18c-MDliZ



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

Building a Customer-Focused Culture

Description:

Title: PowerPoint Presentation Author: Charlie One Last modified by: rsiefker Created Date: 11/1/1999 11:19:09 PM Document presentation format: On-screen Show – PowerPoint PPT presentation

Number of Views:57
Avg rating:3.0/5.0
Slides: 27
Provided by: Charli177
Category:

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: Building a Customer-Focused Culture


1
Building a Customer-Focused Culture Rob
Siefker Customer Loyalty Manager
2
Zappos at a Glance
  • Founded in 1999
  • Zappos is powered by service
  • Providing the best service and online shopping
    experience possible.
  • Free shipping both ways. 365-day return policy.
  • Fast fulfillment. Expedited delivery. Fast,
    friendly expert customer service.
  • Best selection
  • Over 1100 brands.
  • Over 150,000 styles.
  • Over 800,000 unique UPCs.
  • 3 million pairs of shoes.
  • Photographed in multiple angles.
  • 100 of products inventoried (no drop ship).
  • Zappos is a service company that happens to sell
    shoes, clothing, handbags, eyewear, watches (and
    eventually a bunch of other stuff).

3
Customer service value proposition in action
  • Zappos is committed to WOWing each and every
    customer.
  • Customers come
  • 7.4M total purchasing customers (about 2.5 of US
    population)
  • 3.3M have purchased in the last 12 months
  • Customers come back
  • On any given day, about 75 of purchases from
    returning customers
  • Repeat customers order gt2.5x in the next 12
    months
  • Customers come back, order more and order more
    often
  • Repeat customers have higher average order size
  • 111.98 first time customers in Q406
  • 143.22 returning customer in Q406

4
Word of mouth in action
  • Word of mouth enhances marketing investment
    significantly
  • Advertising spending
  • 85 Internet
  • 15 Print
  • New customers acquired heard about Zappos
  • 44 from Internet
  • 43 from word of mouth
  • 13 from other

5
Power of Repeat Customers Word of Mouth
5
6
What is customer service?
7
Customer Service What Customers First See
  • 24/7 1-800 number on every page
  • Free shipping both ways
  • 365-day return policy

8
Customer Service What Customers Experience
  • Fast, Accurate Fulfillment
  • Friendly, helpful above and beyond customer
    service
  • Refer customers to competitors web sites

9
Customer Service What We Do Internally
  • No call times
  • No sales-based performance goals for reps
  • Run warehouse 24/7
  • Inventory all product (no drop-ship)
  • 5 weeks of culture, core values, customer
    service, and warehouse training for everyone in
    Las Vegas
  • Culture book
  • Interviews and performance reviews are 50 based
    on core values and culture fit

10
10 TIPS for building a service-focused culture
11
TIP 1 Commit to customer service. Make it
part of your mission. Its not just a
department Be true to your mission when making
hard (or easy) decisions.
12
Zappos.com Mission
  • To Live and Deliver WOW
  • Internally, we have a saying
  • We are a service company that happens to sell
    _____________________.
  • shoes
  • and handbags
  • and clothing
  • and eyewear
  • and watches
  • and accessories
  • (and eventually a bunch of other stuff)

12
13
TIP 2 Come up with committable core values.
Do some soul searching. Dont come up with
core values just because they sound good.
14
Zappos Core Values
  • Deliver WOW Through Service
  • Embrace and Drive Change
  • Create Fun and a Little Weirdness
  • Be Adventurous, Creative, 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 Passionate and Determined
  • Be Humble

14
15
TIP 3 Actively manage your culture based on
your core values for every single department.
16
TIP 4 Make WOW part of your companys
everyday vocabulary.
17
TIP 5 Remember that customer service is an
investment not an expense. Dont hide your
1-800 number. Dont measure call times.
18
TIP 6 Trust and empower your customer service
team. Find people that are passionate about
customer service.
19
TIP 7 Create a culture book.
20
TIP 8 Give great service to everyone Customers
Employees Vendors Investors
21
TIP 9 Make culture part of everyones
performance review.
22
TIP 10 Have the entire company celebrate great
service. Tell stories.
23
(No Transcript)
24
(No Transcript)
25
QA
  • Email me rsiefker_at_zappos.com for
  • Answers to any additional questions not answered
    today
  • A copy of our culture book
  • Tour of our offices when youre next in Vegas
  • Job opportunities

26
(No Transcript)
About PowerShow.com