Download - M commerce summit2012
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Zappos Mobile
Mcommerce Summit 2012New York
May 3
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• Founded 1999• 2009 acquired by Amazon• Best Service Possible• Free Shipping Both Ways• 365 Day Return Policy
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Me(7 years of pain and joy)
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• Customer Service Focus• 4 week Call Center training• Holiday Helper
Tony Hsieh, CEO
Fred Mossler
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• In
• Homegrown tech• Issues escalated• Employee empowerment
Call Center Disco Ball
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Alcohol(or how decisions are made at Zappos)
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Android Market Apple App Store
Highly Rated, featured apps
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Qualitative
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Quantitative
Hours in Day
• Evenings and Weekends• Many new customers• Same popular products
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• Experienced• Connected• Empowered
Mobile Team (last 6 months)
Alex Nolan Matt
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By Albert kok
The upside of being part of a big company
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Leveraging existing systems and competencies
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“Top of Mind”
2012 Strategies
Frequent releases
Badges
Push Notifications
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Social Sharing
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Separate Mobile into Phone and Tablet
“Experiential”
“Tool/Utility”
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Checkout Optimizations
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Feedback and Easter Eggs
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Encouraging Employee Use
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Questions or Comments?
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