Zappos visit - Part 2


Zappos Core Values:

My evangelising about social media management and its direct impact on the Zappos business has opened up a whole new chapter of opportunity for Digital Face. Zappos put a large proportion of their success and marketing of the company and its culture as directly attributable to social tools (blogs, social networks and share tools). They see themselves as a service business that happens to sell products. They invest massively in Customer Service and it is viewed as a marketing expense.

Part of my offer to Tony and his team was that I am interested in bottling the Zappos Culture and Customer Service model and promoting it into other businesses. Creating an "Investors in People" model that gives businesses accreditations, KPIs (key performance indicators) and are monitored and assisted by regular backup from qualified / verified "Zapponians".

Aaron and Donavon working really hard just now on "Zappos Insights" which is effectively what I was suggesting:
Zappos Insights is a private, members-only, resource for those looking to take their business to the next level. Within the private, members-only area, you can find a comprehensive source of in-depth information, including video interviews with senior management of where they answer all of your questions and allow others to capitalise on what they've learned as they've grown from $0 in 1999 to over $1B in gross merchandise sales in 2008.

I can not recommend it enough; go here to find out more: