Zappos.com, My Experience: Colin Gilchrist

DIGITALFACE.CO.UK JULY 2010

THE EDINBURGH BUSINESS WOMENS CLUB

COLIN GILCHRIST, DIGITAL FACE



$1BILLION+ TACTICSCULTUREHR POLICY


DELIVERINGHAPPINESS

A PATH TO PROFITS, PASSION AND PURPOSE


1. Deliver WOW through service2. Embrace and drive change3. Create fun & a little weirdness4. Be adventurous, creative and open

minded 5. Pursue growth & learning6. Build open & honest relationships

through communication7. Build a positive team and family spirit8. Do more with less9. Be passionate and determined10. Be humble


NEW EMPLOYEES$2,000 TOQUIT


CUSTOMERSERVICEMEANSYOU


SCIENCEOFHAPPINESSREMEMBER TO HAVE FUN!


MAKEMONEY

ACT WEAK WHEN STRONG, ACT STRONG WHEN WEAKKNOW WHEN TO BLUFFYOUR BRAND IS ALWAYS IMPORTANTHELP SHAPE THE STORIES PEOPLE ARE TELLING ABOUT YOU


RELATION-SHIPS

TO BECOME GOOD YOU HAVE TO EAT AND SLEEP ITDON’T BE COCKY OR FLASHY. THERE’S ALWAYS SOMEBODY BETTER THAN YOU.BE NICE AND MAKE FRIENDS. IT’S A SMALL COMMUNITYSHARE WHAT YOU’VE LEARNEDLOOK FOR OPPORTUNITIES BEYOND YOUR CORE


CONNECT-EDNESS

TURN YOUR BUSINESS INTO A LIVING BREATHING COMMUNITYTHERE IS VALUE IN A TRIBE AND CONSIDERING THE WELL-BEING OF ONE ANOTHERTHE COLLECTIVE FEELING OF A RAVE CREATES EXPERIENTIAL EPIPHANY


MARKETINGBRANDING

ONE BIG AD PUT US ON THE MAP – WE TOLD EVERYONE WE KNEWWORD OF MOUTH – NEXT DAY SHIPPINGCUSTOMER SERVICE – 8 HOUR CALLCONNECT – SOCIAL MEDIA TOO


MISTAKES

DON’T PLAY GAMES YOU DON’T UNDERSTANDNEVER BE AFRAID TO ASK ADVICELEARN BY SURROUNDING YOURSELF WITH TALENTED PEOPLELEARN BY DOING, THEORY IS NICE BUT NEVER REPLACES ACTUAL EXPERIENCE


CHANGETHE WORLD

OR GO HOME!


INSIGHTSACADEMY

http://www.zapposinsights.com/main/


COLINGILCHRISTDIGITAL FACE

Business

Zappos.com, My Experience: Colin Gilchrist