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Web 2.0 Summit 08: Tony Hsieh (Zappos.com)

Web 2.0 Summit 08: Tony Hsieh (Zappos.com)

  • Hsieh ran a Pizza business in college.
  • He started Link exchange after college with the same partner, and grew it to a 100 employees.
  • They sold it to Microsoft for $260 Million
  • The money was put into web companies
  • Zappos was one of the most promising of these.
  • They are known as an online retailer.
  • They sell footwear, clothing and handbags.
  • They focus on customer service and the customer experience
  • They look to Virgin for inspiration.
  • They have 9 million customers (3% of Us population has bought from them)and focus on repeat customers.
  • In the last 10 years, they have grown to 1 billion in gross sales.
  • Customers who order regular are often upgraded to surprise overnight upgrades, etc.
  • This creates the WOW experience.
  • The 1-800 number is on every page of the website as they want to talk to customers.
  • The telephone is one of the best branding devices available.
  • They do not have scripts, or try to cut down on calls.
  • The #1 priority of the company is culture. Everything else, they believe will fall into place.
  • With the web making companies transparent, they believe that culture and brand are two sides of the same coin.
  • They do all they can to make the culture scale.
  • They have two rounds of interviews, one technical and the other a culture fit.
  • All employees are put through the same training.
  • They given $2000 to leave the company and the time they spent in the company.
  • Only 2-3% leave.
  • They have a culture book organized by categories.
  • People are fired if they are not a culture fit.
  • Culture is defined as 'commitable' 10 core values.
  • Zappos also offers field trips with the company for other companies like Lego and South West.
Hseieh ends with a Pizza anecdote.

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