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Sr. Director of Customer Service

Rob Siefker

If you’re interested in having a keynote speaker who can share Zappos' customer service secrets, customer service model, and the path to really and truly connect with your customers, Rob is the speaker for you!

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Rob Siefker

Rob joined Zappos 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. His entire career with Zappos has been focused on developing the best ways to provide WOW service to both customers and employees. Rob is a strong ambassador and promoter of the Zappos brand and has also been committed to developing a world class culture. He has previously represented Zappos by speaking at conferences for IQPC, Frost & Sullivan, and Marcus Evans. He’s also been a guest speaker at Purdue University’s Center for Customer Driven Quality. Rob grew up in Denver, Colorado and later earned a BA in History from Santa Clara University in 2002.

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Speaker Interview

Presentation Topics

  • Zappos Service Secrets
  • Inside the Zappos Customer Model
  • The WOW philosophy
  • Simple Secrets to Customer Satisfaction

Previous Engagements

  • Boundless 2020 (Virtual) 3.6.2020
  • Dropbox Customer Connection Day (San Francisco, CA) 9.11.2019
  • 2U, Inc. 2019 Annual Company Meeting (Las Vegas, NV) 6.13.2019
  • Bogs Spring 2020 Sales Meeting (Hood River, OR) 5.29.2019
  • SparkCX Peer Presentation (Salt Lake City, UT) 6.20.2018
  • Oath Subscriptions, Commerce and Customer Care Leadership Off Site 2018 (San Francisco, CA) 1.25.2018

Request Rob to Speak at Your Event

Culture is


Great culture leads to employee happiness. The same way a toxic culture leads to unhappiness. Happy employees means higher engagement, profitability, and low turnover.

Culture is


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.

Culture is

Being Yourself

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.

Culture is


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.

Culture is


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."

Culture is


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.

Culture is

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?"

Culture is

Work-Life Integration

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.

Culture is


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!

Culture is


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.

Culture is

Core Values

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.

Culture is

Your Brand

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.