Retail Delivery 2018

June 16-June 18, 2018

La Jolla, CA

Contact Us: 1 (888) 482.6012

How Zappos Delivers WOW through Service


This year at Retail Delivery, we are honored to welcome Justin Brown, supply chain director at Zappos, to speak at our first annual conference. Justin will share ideas on overcoming traditional business group siloes to achieve both supply chain availability and customer trust. He’ll also discuss best practices on true cross-functional integration and how to successfully drive demand in-store and online by having a more holistic conversation about the end-to-end customer experience.

Zappos as a GameChanger

In 2014, GameChangers 500 honored Zappos for helping change the game of for-benefit business from maximizing profit-at-all-cost to maximizing benefit to people and the planet.

“What if the company focused not solely on what it sold, but how it sold it? What if Zappos focused on WOWing its customers?” CEO Tony Hsieh poses the question in a candid interview with GameChangers 500. “We asked ourselves what we wanted this company to stand for,” said Tony. “We didn’t want to sell just shoes. I wasn’t even into shoes – but I was passionate about customer service.”

Delivering WOW

Zappos' #1 Core Value is to Deliver WOW Through Service. And great customer service starts from inside the organization. When employees are valued, that level of satisfaction is translated into customer service. As a company, Zappos fosters relationships among their employees. They've even eliminated job postings to be "super transparent and accessible", making hiring a very personal process.

Happy Employees = Happy Customers

Zappos believes that Happy Employees = Happy Customers, and they go all out to keep their employees happy. Zappos provides an on-site cafe, campus bistro, yoga studio, ping-pong tables, employee library, health station, Zollar store, nap room, co-working spaces throughout campus, a goals-coaching program, adjustable desks, treadmill workstations, fitness facility, employee decorated chalk walls, themed conference rooms, Helperz concierge service, and shower facilities. They also host events on a regular basis to keep our employees engaged.

From Hierarchy to...

Perhaps the boldest step in employee to customer satisfaction came in January of 2014. Zappos switched their internal structure from Hierarchy to Holacracy. There are no traditional bosses or job titles, and the standard hierarchy is eliminated. Hsieh told Business Insider “I want employees to operate in the intersection between what they're passionate about and what's going to help move the company forward. I want them to be able to come up with an idea and then, rather than having to go through a bureaucratic approval process, they can run with the idea and find people who'd like to join them.”

Of course, this new structure doesn’t suit everyone, and so employees who wished to leave were offered a very generous severance package. Ultimately 18% of the company took some form of it. Despite the exodus, or maybe because of it, Holacracy is working.

But Does it Work?

Does all this community building work? Apparently so. Zappos has been on FORTUNE's 100 Best Companies to Work For list 6 years in a row and 85% of their sale are from returning customers.

Hear from Zappos this June!

To learn more from Justin himself, join us at Retail Delivery this June 20-21 at the Hilton La Jolla Torrey Pines, CA!

Make sure to also download the Retail Delivery agenda to check out all of the great activities, speakers, & sessions planned for this year.

Justin Brown will be speaking on Day 2 of our conference at 9:40am: PANEL REVOLUTION: Why Bridging the Gap between Supply Chain and eCommerce Matters 7 principles

Written by Diana Diaz

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