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DELIVERING HAPPINESS THE
ZAPPOS WAY
By: Brooke Bonime
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It all started with pizza…
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The “WOW” Philosophy
• 365-day return policy
• Fast, FREE shipping• Fast fulfillment • 24/7 Call Center
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Getting Paid to Quit • Strategic hiring & training process– Interviews– Training– “The Offer”
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Core Values • Deliver WOW Through Service• Embrace and Drive Change• Create Fun and A little Weirdness• Be Adventurous, Creative, and Open-Minded• Pursue Growth and Learning• Build Open and Honest Relationships With Communication• Build a Positive Team and Family Spirit• Do More With Less• Be Passionate and Determined• Be Humble
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An Inside Look Into Zappos
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“I’ve learned that people will forget what you said,
people will forget what you did, but people will never
forget how you made them feel.”
–Maya Angelou