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Erica joined Zappos.com in 2007 in the Human Resources department where she helped create an unconventional Human Resources team that is both “fun and a little weird”. In her current role as the Speaker of The House for Zappos Insights, she travels all over the world sharing her knowledge of the Zappos Culture and Service and the importance of employee engagement in the workplace.
Rob joined Zappos.com in January of 2004 and is the Senior Director of Customer Service. He started his career with the company as a temporary call center employee. He steadily worked his way into increasing levels of leadership and has helped the customer service team grow from 30 to over 500 employees.
Hollie is the Head of People Operations for Zappos.com. She has many years of experience in the world of human resources. She started her HR career in 1996 and then joined the Zappos HR team in 2006. She has helped lead the charge of changing the traditional company structure to one based on trust and distributed authority. She's been pivotal in working to deliver happiness and provide the best place for employees to work.
Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. Currently Alex is leading Customer Research for the Zappos Family of Companies. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.
John Bunch joined Zappos.com in 2009 as a Software Developer. He moved on to lead the Public API team and subsequently transitioned into the role of Technical Advisor to Zappos CEO, Tony Hsieh. John was the Implementation Lead during Zappos’ shift to Holacracy and self-organization. Coming out of the rollout of Holacracy, John transitioned to leading internal infrastructure and systems design.
Having started in 2012 as a barista in our Z'Cafe, to serving our customers - first on the Customer Loyalty Team and now as a Culture Guide touring guests from around the world at our Las Vegas Headquarters - Ryo is a passionate customer service veteran. Since day one with Zappos, he has been an advocate and example of how core values can lead to a strong company culture and an even better customer service experience. And now as a Zappos speaker, Ryo is sharing his passion on the go!
Tyler Williams heads up our Brand Aura team; a team that specializes in creating Zappos’ unique and quirky persona via events, campaigns and experiences nationwide. Tyler is also the long-time company Fungineer, responsible for such popular internal events as “Boots and Shorts Thursdays” and “Tutu Tuesdays.” Prior to joining the Zappos’ Customer Loyalty Team in 2011, Tyler did everything from production and construction to drumming for a rock band!
Our speakers have both tenure and proven track records at Zappos. They've been instrumental in the development of key areas within Zappos and in driving Zappos forward. They are recognized as experts in their industries and have spoken on behalf of Zappos in the US and around the world.
We are passionate about presenting on company culture, customer service and people! We can customize any of our presentations to cater to your audience and offer several niche presentations like self-organization, user-experience, innovation and more.
We are humbled by the amount of recognition and interest that Zappos has received over the years. We are excited to share how culture and excellent customer service has helped define our brand and how other organizations can do the same.
Great culture leads to employee happiness. The same way a toxic culture leads to unhappiness. Happy employees means higher engagement, profitability, and low turnover.
Our culture would not be what is it today without the people, past and present. We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day.
I love that I get to be me all day. The culture encourages you to be the same person you are at work as you are at home. I don't have to pretend to be something I'm not, which makes Zappos a comfortable place to be.
Every company has a unique culture that's all their own. Just like every person has their own personality, every company has their own culture. Building a culture is a special process that can't be taken lightly. It's the responsibility of every employee to represent and foster culture.
Work can be fun! We have 2 annual parties at Zappos. Our Vendor Party where we invite all of our brands to thank them and celebrate our partnership. And, our employee holiday party. Past epic party themes have ranged from Mardi Gras and old-school hip-hop to a Hawaiian luau at a waterpark. Each has had its own twists and tricks to surprise and delight partygoers. This year, we invited our vendors to run away with us to the “Untamed Circus."
Your culture doesn't stay the same, it will continue to evolve. Having a defined set of values will serve as your guide to continue your culture's growth and evolution in a positive direction.
Not Always Measured
A strong culture means lower employee burnout and therefore, lower turnover. It leads to higher employee engagement and higher profitability. But really, companies should focus on their culture because it matters. Because it's just the right thing to do. To quote Tony Hsieh, "Just because you can’t measure the ROI of something doesn’t mean you shouldn’t do it. What’s the ROI on hugging your mom?"
Companies and employees worry about work-life separation or work-life balance. But why? Wouldn't you rather be a company where your employees easily combine their full self into everything they do? Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? It shouldn't be a struggle to find a balance between life and work where you are truly fulfilled and happy.
Your vendors have the same objective as you: to sell their product, be successful in their work, and maybe have some fun while doing it. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. By working as a team, by partnering, you are setting the stage for success!
Your company has a culture. You may not have "planned" it. You may not like it. Or maybe you love it. But it's there. It is real. You can choose to be thoughtful about your company culture. You can set values and identify the behaviors that you want to be the core of your culture. That part is fairly easy. The hard part, is committing to the values once they are set. Living them.
Values are more than just words, they're a way of life. They are the foundation of your company culture. We know that companies with a strong culture and a higher purpose perform better in the long run. As we continue to grow, we strive to ensure that our culture remains alive and well.
A company’s culture and a company’s brand are really just two sides of the same coin. The brand is just a lagging indicator of the culture.