Delivering Happiness

Monday, January 24, 2011

A story of a young man name...



Tony graduated from

in computer science


He worked at

for 5 months.


He quitted to establish Link Exchange an internet advertising network in 1999.

Later he sold Link Exchange to Microsoft for $ 265 million.


He joined Zappos and has helped the company grew from scratch to $ 1 billion annual sales

while simultaneously making Fortune’s magazine’s list of Best Companies to work for.


In 2009, Zappos was acquired by Amazon.com in a deal values at over $ 1.2 billion.


The success recipe is 3 P;

PurposePassion Profit


Purpose

Zappos is about delivering

happiness to the world.


Passion

FInd people who share same passion and values


When you apply to work at Zappos,you have to pass culture-fitted interview

regardless how great you are.


10 core values

Here are....


1. Deliver wow through service


2. Embrace and driving changeMonday, January 24, 2011

3. Create fun and

little weirdness


4. Be adventurous,

creative, and

open-minded


5. Pursue growth and

learning


6. Building open and honest relationships

with communication


7. Build a positive team and family spirit


Do more...

with less

8.


9. Be passionate

and determined


10. Be humble


How did Tony come up with

these 10 core values?


After Tony has successfully grown Zappos for few years, he started compiled

the Culture Book.


On August 2004, he asked all of his employees to share their view of the

company cultures.


Those staff’s input became the Culture Book


When they recruit, candidates have to past cultural fitted interview regardless how great they are.


Once you’re hired, everyone has to go through 5 weeks

intensive training.


At the end of first week, everyone is offered $ 2,000 bonus to leave the company if you think you are not fitted with the culture.


After you have worked for few months, you also get another offer $ 3,000 if you think you’re still not fitted with it culture.


Only2-3%of new hired

take the offer.


When they do performance management, the culture part is accounted for 50% of the evaluation.


Another mantra of Zappos’s success is service...


Here are10 ways of Zappos’ customer service


1. Make customer service a priority for the whole company not just a department. A customer service attitude needs to come from the top.


2. Make WOW a verb that part

of your company’s everyday

vocabulary.


3. Empower and trust your customer service reps. Because they actually do.

Minimize escalations to a supervisor.


4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.


5. Don’t measure call times, don’t force employees to upsell and don’t use scripts.


6. Don’t hide your 1-800 number.


7. View each call as an investment in building a customer service brand, not as an expense you’re

seeking to minimize.


8. Have the entire company celebrate great service. Tell stories of wow experiences to

everyone in the company.


9. Find and hire people who are already passionate about customer service.


10. Give great service to everyone: customers, employees, and vendors.


Apply above all, last P - Profit will be followed.


Want to learn more...


http://www.youtube.com/watch?v=jJ5k_Byd9Fs




Or buy the book...


Business

Delivering Happiness