Zappos As a High Performance Organization Power Point ...

bijoufriesΤεχνίτη Νοημοσύνη και Ρομποτική

19 Οκτ 2013 (πριν από 4 χρόνια και 2 μήνες)

100 εμφανίσεις

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Zappos at a Glance


Provider of Choice


What is a Zappos anyway?


Found in 1999


A variation of the Spanish word
Zapotas

which means “shoes.”


Zappos is a service company that happens to sell shoes, clothing, handbags, eyewear,
watches and a bunch of other stuff.



Zappos is powered by service


Provide the best service and online shopping experience possible.


Free shipping and return policy.


365
-
day return policy.


Fast fulfillment .


Expedited delivery.


Free referral service to competitor sites.



Best selection


Over 1200 brands.


Over 160,000 styles.


Over 850,000 unique UPCs.


Over 3 million pairs of shoes.


Products are photographed in multiple angles.


All products inventoried.



If you treat your employees well they treat your customers well….



Fun, happy atmosphere.


Life coach.


Free vending machine and dining facility.


Attract and retain top employees.


Ranked No. 6 CNN Money places to work.



Zappos


Employer of Choice

Believe in me and my business model.



1999.


Founder Nick Swinmum raised $150,000 for start up.


CEO Tony Hsieh invested $500,000.



2000
-
2008.


Sequoia capital $48Mil.


100mil line of credit.



2009.


Sold to Amazon.com for $1.2Bil




Zappos


Investment of Choice

Power of a Vision

Zappos

Vision


To be the company that provides the absolute best service
online.


Three Part 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
.


A Shared Vision Equals Power


The vision must be incorporated into every aspect of the organization.


The
Zappos

vision is adhered to at all levels.


Guaranteed 100% customer satisfaction with every purchase.


Core concept is Legendary Service.

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Importance

of a Vision

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Shared Vision is Key


Centers on collective direction.


Accomplished through empowerment, motivation and accountability.


Maintain a proactive stance and adapt to changing situations.


Fundamentals of
Zappos

Shared Vision


M
utual respect
and admiration
.


Employees are an integral
part of
the corporate culture.


C
ommitment
to legendary
service.


R
emaining
customer driven.


Zappos

Core Values

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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


Vision and Leadership

Tony Hsieh: The Visionary Leader


Build a brand focused on customer
service.


Created a higher purpose for
employees.


Encouraged employees to become
more engaged.


Enhanced customer service and
satisfaction with happy people.


Company culture is priority #1.


Customer service High
-
Touch
approach.


Zappos

is delivering happiness.


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Customer Service

Zappos Legendary
Service


1
-
800 number
on every Web
page


24/7 life customer service representative


Free shipping both ways


365 day return policy

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R
elentless
F
ocus
on
Customer
R
esults

Blanchard


Ideal Service


Culture of Service


Attentiveness


Responsiveness


Empowerment

Zappos


Handwritten “Thank you”
cards


Customer Loyalty Training


24/7
C
ustomer Service


Blogs, Facebook, Twitter


“We serve therefore we are.

Christina C
.


$2000 Customer Rep
allowance

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Serving Customers at a higher Level

Potential Customers


Internal


External


Vendors


Investors

Customer
Experience


Fast, Accurate Fulfillment


Friendly, helpful “above and beyond”
customer service


Refer customers to competitors’ web sites

Customer Reaction


New Customers through word of mouth


Customers come back


Repeating Customers order more



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Serving Customers: Empower People

Zappos approaches to empower
their Employees


No call
time limits


No sales
-
based performance goals for
reps


5 weeks of culture, core values,
customer service, and warehouse
training for everyone in Las Vegas


Zappos Culture
book


Interviews and performance reviews are
50% based on core values and culture fit


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Self Leadership

ZAPPOS



Focus on the value &
identity of individual
employee

Self
-
awareness and
Innovation

Enhance scope of
creativity without reserve


Cohesive work
-
groups


Increase
Individual Self
-

Awareness

Improve Behavioral
Management & Cues

Self
-

Goal Setting:
Personal Values &
Priorities

Self Reward & Self


Discipline


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“ If we get the culture right . Then everything else falls
into place”
Tony Hsieh

Blanchard

Self Leadership: Strategies

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3 Self
-
Leadership Strategies

Behavior
Focused



Natural Reward




Constructive Thought


Open Mindedness


Every one’s actions impact another


Self
-
confidence


Conviction


Organizational Pride


Innovative Ideas & Solutions


Create opportunities


Positive beliefs & ways of thinking



Self Leadership at Zappos

Sustaining the Self
-
leadership Culture at
Zappos


Challenge Assumed Constraints


Focus leadership training systems towards a

deeper awareness of individual personal

constraints


Celebrate Your Power Points


A deeper understanding of power provides breadth

to expand its value


Collaborate for Success


Engage in Supportive Leadership Training which


concentrates on emotional & behavioral elements

self
-
leadership


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Coaching: Pursue Growth & Learning

Hires the right people


Entry level with mindset of
training to eventually take on
leadership position


“On a scale of 1
-
10, how
lucky are you?”


$4000 offer to leave after
training if fit is not right

Pipeline & Culture


4 week new hire training


Answering phones


Zappos History


Zappos Culture


Science of Happiness 101


Tribal Leadership


Public Speaking


Delivering Happiness


Intermediate Microsoft Office

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Coaching Continued

Zappos Insight Team


Designed to bring out best in
employees and business


Mage of Mayhem


Goals Coach


Culture Evangelist

Top 3 Goals by Zappos
Employees:



Career Development


Weight Loss


Personal Finance/ Budgeting



The only way to get a raise at Zappos

is to engage in continuous learning and gain new skill sets.

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Coaching: Outside Current Employee Base

Training for college students beginning freshman
year, through internships and special workshops, so
that they are ready for Zappos when they graduate.

Zappos Insights consulting to other businesses,
including:


2 day quarterly boot camp, including:


Developing Core Values


Hiring and Firing


Training for Leaders and Longevity


Customer Service


Empowerment and Engagement/Inspiring Purpose


Leadership


Meetings with Zappos Top Management


Use of templates


Online subscription to Insights Core Curriculum and blog

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Unknown


Goals Coach


Goals Coach; Philosophy of
entry level to senior
leadership


Raises tied to mastering new
skill sets


Insight Team


Zappos Compared to 5 Applications of Coaching

Blanchard:

Zappos:

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Performance Coaching



Development Coaching



Career
Coaching


Coaching to Support
Learning


Creating an Internal
Coaching Culture

Zappos Leadership: Developing a Point of View



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Main Elements



Think
About your life’s purpose, why are you here, what do you wish to
accomplish
?



What are your core values that will guide your behavior as you attempt
to live life “on purpose
”?



What can people expect from you
?



What do you expect from your people?


Zappos Leadership: Developing a Point of View



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Suggestions:


Provide everyone with a copy of your mission, vision and values.
Adopt the mindset that these guidelines are as important as your
work values


and treat them accordingly.



Adopt the mindset that your employees don’t work for you


you
work for them. Refer to your team members as: the people I
work for.

Zappos
Leadership: Point
of View



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Tony Hsieh
describes his purpose as “ Generally, I
associate drama with negative emotions, and I want to
experience positive emotions.” His purpose is to deliver
positive emotions to others
.


Hsieh
has outlined his values in the 10 Core Values for
Zappos
.


Those who work for Zappos can expect from the company
“ an environment of fun, creativity, and the ability to be a
little “weird
”.



Hsieh
expects from his employees continuous efforts to
learn and improve their performance, especially under less
than ideal situations, to “do more with less”, and
importantly, humility towards customers.

Zappos
’ Culture

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Zappos
’ Culture

25


Zappos

relocated to Las Vegas in order to obtain a workforce that was
accustomed to working 24 hours per day to deliver the standards it held itself
to.









Zappos

seeks culture fit before skills fit when hiring new employees


Zappos

uses interview questions that get at the applicant’s own core values


Applicants are evaluated in formal and casual settings such as happy hour
with the prospective team








Zappos
’ Culture




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Zappos leaders asked these four questions in order to stay on
track to culture identification
:


Do you have explicit corporate values? If so, do those values reflect a
blend of your founding principles and the evolving demands of the
marketplace? Or are they static and immutable?


What do your customers value? How do your corporate values match
up with the wants, needs, and desires of your customers?


Since values can be both explicit (stated) and implicit (unstated), do
your corporate actions align with your stated values? If not, what do
the major decisions of your business suggest about your company's
real values?



How willing are you to consider revising your stated values to match
your demonstrated actions or revising your actions to match your
stated values? What might those revisions look like?

Zappos
’ Culture



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The following is a Tweet on Twitter
from CEO Tony Hsieh regarding
culture:



The flocking birds are truly representative of the Zappos culture…organized
chaos creating patterns of smooth flowing processes!

“Breathtaking
video of birds flocking
-

(same principle can be used to
scale culture
)”


Conclusion


Is Zappos a High Performance
Organization?



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Zappos is a company like no other. Having explored their
corporate structure, values, leadership attributes, and
pipeline strategy, it is clear their unique corporate culture is
what drives their success.


With
low turnover and a stringent hiring policy, they create
loyalty among their employees through rigorous training.


With
a firm commitment to their team, Zappos has
consistently hit their goals and lives their ten core values
with fervor and passion.

Could it be done better?

Our Suggestions
:



Never stop improving customer service


Managers identify gaps and help employees
improve


Create “Supportive Leadership” program


Don’t get spread too thin so that customers
don’t recognize the core business



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Did we convince you?

Or do you still have questions?

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