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Culture Guide

Ryo Zsun

If you are looking for a customer service veteran to speak on the Zappos Culture and service philosophy, Ryo is just the person for you!

Request Ryo
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About

Ryo Zsun

Ryo Zsun joined the Zappos family in 2012, WOWing employees as a barista in the Z’café. His obvious passion for providing awesome service led him to the Zappos Customer Loyalty Team, delivering happiness for Zappos.com customers on the phone. During his time on the Customer Loyalty Team, Ryo became known for his ability to connect with people on and off the phones. In 2014, with his love of connecting with people and his passion for providing experiences, Ryo joined the amazing team of Culture Guides hosting tours of the Las Vegas headquarters to guests from around the world. As a Culture Guide, Ryo spends his time sharing Zappos history, company culture, customer service practices and you might even catch him playing his ukulele! Known as the Culture Maestro, Ryo now travels the world sharing his energy and passion for the Zappos culture, core values, and customer service excellence through his personal stories and experiences. Ryo can often be heard belting out a Mariah Carey tune while sporting his Superman swag.

Speaker Preview

Speaker Interview

Presentation Topics

  • Learn the origin of Zappos from our humble beginnings to the creation of our core values.
  • Discover the magic of the Zappos Customer Loyalty Team who create the “WOW!” customer service experience in our call center.
  • Understand how Zappos maintains its company culture and a fun, engaging work place.

Previous Engagements

  • Mattress Firm [Las Vegas, NV] 1.30.2020
  • Credit Union of Southern California 11.11.19
  • Congreso APIMEX [Puerto Vallarta, MX] 9.28.19
  • McDonalds [Las Vegas, NV] 8.2.19
  • University Of West Florida- Small Business Leadership Conference [Orlando, Fl] 6.28.19
  • CPA Firm Management Conference [Las Vegas, NV] 6.12.19
  • Pacific Coast Builders Conference [San Francisco, CA] 5.30.19
  • Via Varejo - Brazil [Las Vegas, NV] 5.24.19
  • Schaumburg Park District [Schaumburg, Ill] 5.21.19
  • NRC Health [Las Vegas, NV] 4.25.19

Request Ryo to Speak at Your Event

 

Culture is

Happiness

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

People

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

Unique

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

Fun

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

Perpetual

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

Partnerships

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

Real

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.