m commerce summit2012

Zappos Mobile

Mcommerce Summit 2012New York

May 3

• Founded 1999• 2009 acquired by Amazon• Best Service Possible• Free Shipping Both Ways• 365 Day Return Policy

Me(7 years of pain and joy)

• Customer Service Focus• 4 week Call Center training• Holiday Helper

Tony Hsieh, CEO

Fred Mossler

• In

• Homegrown tech• Issues escalated• Employee empowerment

Call Center Disco Ball

Alcohol(or how decisions are made at Zappos)

Android Market Apple App Store

Highly Rated, featured apps

Qualitative

Quantitative

Hours in Day

• Evenings and Weekends• Many new customers• Same popular products

• Experienced• Connected• Empowered

Mobile Team (last 6 months)

Alex Nolan Matt

By Albert kok

The upside of being part of a big company

Leveraging existing systems and competencies

“Top of Mind”

2012 Strategies

Frequent releases

Badges

Push Notifications

Social Sharing

Separate Mobile into Phone and Tablet

“Experiential”

“Tool/Utility”

Checkout Optimizations

Feedback and Easter Eggs

Encouraging Employee Use

Questions or Comments?

akirmse@zappos.com

alexkirmse@gmail.com

twitter.com/alexkirmse

Contact