jobvite_zappos.cominc_webcast_presentation_042011
DESCRIPTION
Jobvite Webcast: Weird, Authentic and Fun: The Zappos' Family Take on Recruiting and Social MediaRecorded on April 20, 2011TRANSCRIPT
Weird, Authentic and Fun: The Zappos Family's Take On Recruiting and Social Media
Cheryl Anne Fernandez
HR Project Manager
Zappos.com, Inc.
twitter.com/chinchin22
linkedin.com/in/cherylannefernandez
Drew Kovacs
Sourcing Specialist
Zappos.com, Inc.
twitter.com/plaz_
linkedin.com/in/drewkovacs
(Actual Time Spent/Week
Partial - personal 0-20%
- company 0-20%
Partial - personal 20-50%
- company 20-50%
Dedicated - personal 50-80%
- company 50-80%
2
X%)
Survey…Says!
1887 inLouisville
1066 inLas Vegas
ZAPPOS AT A GLANCE:
2953 employees
Founded in 1999
© 2009 sunnibrown.com
SERVICE!
Fast, FREEshipping
FREE returnshipping
365-dayreturn policy
Fastfulfillment
Fast, friendly,expert Customer
Loyalty Team
© 2009 sunnibrown.com
ZAPPOS AT A GLANCE:
How we ensure both with each employee:
5 weeks of training
Trust
Open, collaborative
$2000 incentive to quit
© 2009 sunnibrown.com
SERVICE CULTURE!
What is Zappos’ social media policy during work hours?
“Well, we really don’t have a policy…employees
are able to log in on their breaks and send tweets
or update Facebook.”
- Fred Mossler, No Title, Zappos Merchandising, Inc.
“Our customers always come first, but employees
are free to use Twitter as long as our customers
are not waiting to be helped.
- Pam Tidmore, VP of Pipeline, Zappos CLT, HR, Zappos.com, Inc.
6
A:
Q:
A:
Huh…buh…wha?!
So, how do you monitor activity?
"We don’t monitor our employees. We feel that
if we focus on the culture, we can trust our
employees to make good decisions and we
don’t need policies or monitoring of what they
are doing.”
- Fred Mossler, No Title, Zappos Merchandising, Inc.
7
A:
Q:
8
© 2009 sunnibrown.com
Who are we?
What do we want?
How do we get there?
Figured outvalues and culture.
© 2009 sunnibrown.com
Who are we?
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a little Weirdness
4. Be Adventurous, Creative, & Open-Minded
5. Pursue Growth & Learning
6. Build Open & Honest Relationships w/ Communication
7. Build a Positive Team & Family Spirit
8. Do More With Less
9. Be Passionate & Determined
10. Be HumbleWho are we?
“Zappified” Recruitment Life Cycle
Skits, Videos
Who are we?
Who are we?
Zappos Recruiting 1.0
No tools...
Vision Quest!
© 2009 sunnibrown.com
What do we want?
Thinking big:Provide best service
(clothes, accessories, housewares, etc…)
Original concept:Provide best selection
of shoe sizes and styles
What do we want?
Original concept:
In-house, drive and screen for culture.
Thinking big:WOW! service
(feedback for all, referrals, exploratory)
What do we want?
Tony + Twitter…
17
What do we want?
Zappos Recruiting 2.0
What do we want?
Zappos Recruiting 2.0
“P. E. C.”
© 2009 sunnibrown.com
How do we get there?
Very little constraints
(a whole lotta trust)
Authentic, personal touches
Personal Emotional Connection
How do we get there?
NOT “networking,” or “building relationships”
(Individual expression, being real)
Specific feedback
(Technical and/or culture-based)
How do we get there?
PEC, Mullet-Style!
Platforms
Dedicated Youtube channel, LinkedIn group
Iterative upgrades to jobs.zappos.com
ToolsLinkedIn Recruiter account
Jobvite analytics (activity best focused where?)
Employees How do we get there?
Zappos Recruiting 2.+
23
24
25
26
“Be real and use your
best judgment.”
- Tony Hsieh, CEO, Zappos.com, Inc.
27
0
5000
10000
15000
20000
25000
30000
35000
40000
Referrals Non Referrals Total
3438, 9.0%
34883, 91.0%38321
How Did Candidates
Find Us This Year?
Where Did Our Hires
Come From This Year?
0
500
1000
1500
2000
2500
Referral Non referral Total
640, 28.8%
1580, 71.2%
2220
2010 Hires
How many referrals from Jobvites?
30
70, 3%
570, 26%
1580, 71%
Jobvites
Non-Jobvite Referrals
Non Referral
Social Media Breakdown
Source Candidates Hired Not Hired % Hired % Not Hired
Non Social Media 23551 1670 21881 7% 93%
Facebook 318 17 301 5% 95%
Facebook App 6 2 4 33% 67%
LinkedIn 11 0 11 0% 100%
Twitter 1 0 1 0% 100%
TOTAL 23887 1689 22198 7% 93%
Source Candidates Hired Not Hired % Hired % Not Hired
Social Media 336 19 317 6% 94%
Non Social Media 23551 1670 21881 7% 93%
TOTAL 23887 1689 22198 7% 93%
Location (All)
Social Media? N
Count of Full Name
No Yes Grand Total
37signals.com 6 6
AddThis 1 1
Agency Conversion 77 116 193
boxesandarrows(UX) 11 11
Craigslist 697 41 738
DeVry_University 4 4
Dice 117 117
Email 24 3 27
Employee Referral 1305 409 1714
External Job Board - LVRJ 1 1
External Referral 43 6 49
here/a 15 15
Hiring Manager 86 42 128
Indeed 1661 33 1694
Internal Candidate 363 237 600
Internal Transfer 2 19 21
Non-Social Media Breakdown
Non-Social Media BreakdownLocation (All)
Social Media? N
Count of Full Name
No Yes Grand Total
IU_Career_Site 15 15
Job Fair 9 9
Job Notification 736 30 766
Job_News_Louisville 30 30
jobs.perl.org 5 1 6
JustTechJobs 6 6
LSHRM 44 1 45
Monster 5 5
Monster.com 982 7 989
Oodle 26 26
outdoorindustry.com 2 2
Recruiter 53 16 69
SHRM 32 32
SimplyHired 361 12 373
stackoverflow 45 45
Staffing Agency 323 15 338
Sullivan College of Technology & Design 11 3 14
UNLV 11 11
Walk In Applicant 51 2 53
Wow Through Service 1 1
Zappos Career Site 14716 677 15393
Zappos Yahoo Group 4 4
Grand Total 21881 1670 23551
Predicting the
Future Age
• Expand use of ATS
functionalities.
– Create a video or
demo for internal PR
– Contests
– Focus on department
or 1 hiring manager.
• Increased presence
on more platforms.
– Blogs, chat, RSS, social
networks, message
boards, podcasts,
video / photo sharing
sites, wikis….
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35
The Future Age
Want complete immersion
in Zappos social media?
linkedin.com/companies/zappos.comGroups: The Zappos Family of Companies, Zappos Family Careers
36
blogs.zappos.com(CEO, Zappos Family, lifestyles)
jobs.zappos.com(open jobs, videos, company info)
facebook.com/zappos(ATS interface: Jobs tab)
twitter.zappos.com/employees
youtube.com/zappos
youtube.com/zapposfamilycareers
Contact Us!
Want a copy of this presentation?
How about copies of our culture book?
Any additional questions not addressed today?
Tour our offices next time you’re in Vegas! tours.zappos.com
37
Cheryl Anne Fernandez
HR Project Manager
Zappos.com, Inc.
twitter.com/chinchin22
linkedin.com/in/cherylannefernandez
Drew Kovacs
Sourcing Specialist
Zappos.com, Inc.
twitter.com/plaz_
linkedin.com/in/drewkovacs
(the fun, strategy stuff)(the boring, analytics stuff)
P.S. You might be wondering why we need to have a legal and financial disclaimer in this presentation, but you are still reading, so our lawyers, auditors and accountants would really like to make sure we make the following clarifications.
Although an audit was underway and almost done, the financial information presented in this slide show was unaudited. We made every effort to present the best information we had at the time.
Gross merchandise sales is a non-GAAP metric. We use it to express the total demand across all of our web sites and stores. This number measures the dollar value of the orders placed in the year before accruing for certain items such as returns, and it ignores certain timing cut-offs that are required by GAAP for revenue recognition purposes. So the gross merchandise sales number should be viewed just as an interesting number that we want to share with our friends.
This presentation contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they ever materialize or prove incorrect, could cause our results to differ materially from those expressed or implied by the forward-looking statements and assumptions. These risks and uncertainties include, but are not limited to, the risk of economic slowdown, the risk of over or under buying, the risk of consumers not shopping online or at our web site at the rate we expected, the risk of supplier shortages, the risk of new or growing competition, the risk of a natural or some other type of disaster affecting our fulfillment operations or web servers, and the risk of the world generally coming to an end. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Zappos.com assumes no obligation and does not intend to update these forward-looking statements.
Congratulations on making it through all the fine print. If you enjoy fine print, look for openings on our legal and finance team at jobs.zappos.com.
38
Q & A
Discussion
Thank you!39