The Trust Conference News

12

March

2014

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Meet the Speakers: Hollie Delaney

Hollie Delaney is Head of People Happiness at Zappos.com.   Zappos.com have excellent customer service and they know how to use social media to engage their audience, build relationships and grow the company image.  All through high levels of trust.   It is Hollie’s job to maintain and improve social interaction and employee engagement.

A big job when your business model is fun and service!

At the turn of the millennium, Zappos, a Las Vegas–based Internet retailer, was a start-up struggling to survive. The company wanted to be the online destination for buying shoes, but customers hesitated to pick out shoes online. The company hired a 27-year-old business consultant named Tony Hsieh to figure out what would save Zappos.   Hsieh did this by builing a company culture designed to make employees happy. Happy employees, Hsieh believed, would deliver a competitively better service. And when customers take a chance on picking out shoes from a website, they want to trust that the seller will ensure they are satisfied with everything about the purchase.

The approach quickly began to stimulate sales, and just a year after he started advising Zappos, Hsieh was named chief executive.

The Zappos  10 core values:

  1. Deliver WOW (an emotional impact and powerful story to tell) through service
  2. Embrace and drive change.
  3. Create fun and a little weirdness.
  4. Be adventurous, creative, and open-minded.
  5. Pursue growth and learning.
  6. Build open and honest relationships with communication.
  7. Build a positive team and family spirit. (The “family” refers to Zappos coworkers.)
  8. Do more with less.
  9. Be passionate and determined.
  10. Be humble.

Zappos take an unconventional route in everything they do.  But their company culture is the envy of others and has been the reason that since its founding in 1999, it has become one of the world’s largest online shoe stores.