Zappos Brand Book

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ZAPPOS

Zappos is an website that has not only shoes, but clothing, accessories, and more. Zappos also has free shipping, free returns (up to a year), 24/7 customer service, and MOST IMPORTANTLY HAPPINESS.

WHY IS THIS A PROBLEM?

Although Zappos has a ton of great products to buy and GREAT CUS-TOMER SERVICE, people are just not connecting to their brand. Zap-pos brand is inconsistant and confusing. Zappos is a customer driven company but can’t seem to show it correctly.

Here is the way Zappos looks today. It’s not fun, custom or exciting. It is broken up into catagories but there are just too many catago-ries which makes the site overwhelming. If the site was just a little easier to navigate, more custom and just visually appealing...

WHO ARE WE? WHO AREN’T WE?

Hi! We are Zappos! An online retailer that used to just specialize in shoes, but we have expanded to better FIT YOUR NEEDS. Now we carry clothes, accessories, jewelry, and beauty products. We think you are very important and only deserve the best, which is only what we carry. Let us help you be the best (AND MOST FASHIONABLE YOU) there is.

OUR MISSION, WHAT MAKES US, WELL, US.

We simply want to provide with the best customer service as possible.

BEFORE WE GET INTO THE NEW ZAPPOS, WE WANT TO SHOW YOU THAT ZAPPOS IS NOT JUST AN ONLINE RETAILER, BUT ALSO YOUR VERY OWN PERSONAL STYLIST.

OUR BRAND JOURNEY

To be as HELPFUL AND CARING as possible while giving customers a great experience as well as items to purchase.

BRAND PERSONALITY.

Zappos is an website that has not only shoes, but clothing, accessories, and more. When your shopping with Zappos, you are SHOPPING WITH A FRIEND, not a website.

If Zappos was person they would be RACHEL ZOE!

AS RACHEL WE WOULD...

While being RACHEL ZOE, we would dream of an organized and large closet, filled with fab clothing.

What are we most afraid of?

CLUTTER, messes, & BAD STYLE!

Besides Mrs. Zoe our other heroes would be Stacy London, Clinton Kelly and Oliva Palermo.

PERSONAL MOTTO?

“I don’t believe in changing my style because something’s a trend, ... People are mislead: They think because its a trend, they should do it. And its not going to work.” Rachel Zoe

Say hello to the new

.comZAPPOS

.comZAPPOS

OUR BRAND MINDSPACEHERE IS WHAT WE ARE ABOUT, IN EVERY KIND OF WAY. BASICALLY WE WANT YOU TO FEEL HAP-PY NO MATTER WHAT!

SHOPPING CART

My Account/Sign InFUNCTIONAL

To provide people with a simple and easy to use website.

SOCIAL

People will feel easy and better when they shop with Zappos.com.

MENTAL

People are peaceful and Zappos helps them make the pur-case easy.

SPIRITUAL

Customers feel happy and like they are doing some-thing good with Zappos.com.

BRAND MINDSPACE

HERE IS THE BRAND!

LOGOS

.comZAPPOS.comZAPPOS

ZO.comPre-Purchase

Post- Purchase

Purchase

Website

Coupons

IPad

IPhone

Commericals

Advertising

Rewards/Special Events

Word of Mouth

EmailAlerts

LoyalityPrograms

CustomerService

Packaging

Word of Mouth

Tracking

Invoice

Receipt

Hi! I’m Zappos. I like shoes, clothing, helping people, oh, and being happy. Will you hang out with me? Thanks I knew I liked you.

Hey! I’m ZO! Some people don’t think style is important, if your one of those people we aren’t going to get along. If you do think style is important then we have a lot to talk about.

Have you ever fallen in LOVE with an article of clothing or accessory?Yep, us too.

Your who you want to be with Zappos.

Become what you want to be with the help of Zappos!

HERE IS THE BRAND!

TYPEFACES

ARCHERARCHER ITALIC

COLOR PALLETE

.comZAPPOS

2280 Corporate Circle,Henderson, NV 89074

CEO ZAPPOS.COM

ENVELOPES

LETTERHEAD

OCTOBER 23, 2011RAIN BOOTSZAPPOS.COM

DEAR MISS ELLEN,

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo.

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Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam, nisi ut aliquid ex ea commodi consequatur? Quis autem vel eum iure reprehenderit qui in ea voluptate velit esse quam nihil molestiae consequatur, vel illum qui dolorem eum fugiat quo voluptas nulla pariatur?

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo.

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SINCERELY,

Tony Hsieh

O:(702) 943-7777 ex: 7895 // H: (702) 943-5502 E:[email protected]

CEO ZAPPOS.COM

BUSIINESS CARDS

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CEO ZAPPOS.COM

CLOTHING TAGS

GIFT CARDS & HOLDERS

ALL IN

ONE PLACE.SPEND IT ALL INALL IN

ONE PLACE.SPEND ITALL IN

ONE PLACE.SPEND IT

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JUST RIGHT Hi Grace!

As always we have free returns for up to 365 days (that one whole year)! If that doesn’t work for you we would be happy to chat via phone anytime (literally). Let us know what we can do to hel p!

Best,

Zappos.com

WE HOPE THAT

everthing

FIT JUST RIGHT!

MAILER

Hi Grace,We have noticed that you left a few things in your shopping cart! Don’t worry we have added them to your wish list to make sure that you don’t forget those items that you have carefully collected. Let us know if we can help in anyway.

ITEM COLORS IZEQ TY PRICE

LOG IN TO YOUR ONLINE ACCOUNT AT ZAPPO S.COM TO ORDER FR OM YOUR WISHLIS T.

ZAPPOS.COM

KENZIE FLATS MUSTARD7 .5 1$ 29.50

$230.00

$44.00

$75.50

KORS LEATHER BOMBER JACKET

BROWNS 1

1

1

FREE PEOPLETOTE

RED ONE

SEQUIN DRESS MULTI4

YOUR WISHLI ST

OPEN ME,

THERE ARE PRETTY

THINGS INSIDE!

TISSUE PAPER

GRAC

E ELLEN1642 Tennessee, Law

rence, KS 66044

TO:

Delivering Happiness.

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ZAPPO

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FROM

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PACKAGE

Hi Grace,

Below is a list of everything that should be in your package. Let us know if we forgot something or gave you the wrong thing! As always we are available to you 24/7.

ITEM COLOR SIZE QTY PRICE

LOG INTO YOUR ONLINE ACCOUNT AT ZAPPOS.COM TO VIEW THIS ORDER.

RALPH LAUREN

SCARF

GRAY ONE 1 $30.00

YOUR WISHLIST

MERCHANDISE:SHIPPING:TAX:

$30.00FREE$2.46

HAPPINESS: $32.46

RECEIPT

EMPLOYEE SHIRTS

SANTAFULFILL ALL THE WISHLISTS

THIS YEAR!

DON’T LET

ADVERTISEMENT

AN EMPTY

LIKE A

TO US

CLOSET,

SOUNDS

TOO.NIGHTMARE

.comZAPPOS

FAST & FREE SHIPPING

BOTH WAYS

ADVERTISEMENT ADVERTISEMENT

ORDER PLACED ORDER SHIPPEDWe have received your order and are currently processing it.

Your order has shipped. Track your order..

Hi Grace,Thanks for your order (HD7087008988) from Zappo’s! Happiness should be coming to you very soon. The following items are in your order.

ORDER NUMBER:HD09787987

SHIPPING ADDRESS BILLING ADDRESS

ORDER DATE: 12/12/11

SHIPPING METHOD: THE BEST WAY FREE!

GRACE ELLEN1642 Tennessee,Lawrence, KS 66044US

GRACE ELLEN1642 Tennessee,Lawrence, KS 66044US

THE FOLLOWING ITEMS HAVE BEEN SHIPPED FOR HAPPINESS:

ITEM COLOR SIZE QTY PRICE

MERCHANDISE:SHIPPING:TAX:

$30.00FREE$2.46

HAPPINESS: $32.46

RALPH LAUREN SCARF GRAY ONE $30.001

TRACKER

SHOPPING CART CHECK OUT

NEW ARRIVALS

BRAND INDEX

SHOP ALL SHOES CLOTHING BAGS WOMEN search zappos by keyword or item #

MEN SALE

FREE SHIPPING FREE RETURNS FREE 365 DAY RETURNS 24/7 CUSTOMER SERVICE HAPPINESS POLICY FREQUENTELY ASKED QUESTIONS

TOP FALL/WINTER

BEST BUYS UNDER $100

LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

YOU’RE ASHOE IN!

Walk the walk,for every situation.

The O�ce

The Weekend

Shopping with Friends

SAY HELLO TO

ZO!

My Account/Sign In

LET’S GET STARTED

.comZAPPOS

ZO.com

SIGN IN/REGISTER HERECreate an account to save your cart, wish list and whatever else you like!

YOUR EMAIL:

PASSWORD:

BIRTHDAY:

ZIP CODE:

GENDER:

Send me updates and personalized recommendations just for you!

Female Male

REGISTER

Already a member? Sign In!

OPENING WEB PAGE

ZO.com


NEW ARRIVALS

BRAND INDEX A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

SHOP ALL SHOES CLOTHING BAGS WOMEN

search zappos by keyword or item #

MEN SALE


TOP FALL/WINTER


LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

YOU’RE ASHOE IN!

Walk the walk,for every situation.

The O�ce

The Weekend

Shopping with Friends

SAY HELLO TO

ZO!

My Account/Sign In

LET’S GET STARTED

.comZAPPOS

WEB PAGE


NEW ARRIVALS




MEN SALE


TOP FALL/WINTER


LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

My Account/Sign In

ZO.com

READY, SET

ZO!You chose bags, lets see what style you are!

GO!

.comZAPPOS

WEB PAGE


NEW ARRIVALS




MEN SALE


TOP FALL/WINTER


LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

My Account/Sign In

ZO.com

Bags

Clothes

Accessories

Shoes

.comZAPPOS


NEW ARRIVALS




MEN SALE


TOP FALL/WINTER


LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

My Account/Sign In

ZO.com

NOT YOURSTYLE AT ALL?

No problem. Select an outfit below that better suits you!

Sweet and Soft

Cute and Laid Back

Preppy and Tailored1/20 It’s finally that holiday party you have been waiting for – what look would you wear?

A B C

.comZAPPOS

WEB PAGE

.comZAPPOS

ZO.com


NEW ARRIVALS




MEN SALE


TOP FALL/WINTER


LOOK BOOK

> HOLIDAY PARTIES

> WORK WEAR

> WEEKEND GET AWAY

> CITY LIVING

EDITOR PICKS

FEATURED PICKS

JUST IN

LETS GO!

LET’S GOTOGETHER!

Here are a few things we thought you might need.

Laptop Bag

Smart Watch

After Hours Hat

My Account/Sign In

Ben ShermanShirt

$78.50 | Item # 83750You'll be sure to pass your perfor-mance review with this perfor-mance tested oxford shirt from Ben Sherman.

Cotton blend fabric features stain-resistant and stain-releasing properties.

Button-down collar and front uses polished pearl buttons.

Left chest pocket.

SIZE CHARTS

CHOSEN COLOR: blue

QUANITY1

small

blue

add to bagzoom

WEB PAGE

Zappos

loading...

WELCOME TO . .

LETS GO!

SEARCH MY CARTWISH LISTBROWSE SEARCH MY CARTWISH LISTBROWSE

SEARCH BY

ALL<OUTERWEAR<JACKETS

Michael KorsJacket$150.50 | Item # 83750

CHOSEN COLOR: yellow

QUANITY1

small

yellow

add to bag

IPHONE APP

TAXI SIGNAGE

TRUCK SIGNAGE

thank you!

thank you!

Documents

Zappos Brand Book