School of WOW for Leaders
The Key to a Service-Minded Culture
Join Zappos experts at our Downtown Las Vegas campus for a full-day customer service training with an emphasis on seeing Zappos service live and in action! Leaders will explore the ways in which we train our customer service team to build personal emotional connections and provide WOW service through empowerment and ownership.Reserve Your Seat
Shadow Zappos customer service calls and witness first-hand how our customer service representatives WOW.
Discover how WOW service leads to word of mouth marketing.
Learn how Zappos' core values help define our approach to service and understand how yours should and can do the same.
See how our quality assurance process has changed over the years and take back tips for your organization after hearing some of our successes and failures.
Deep dive into how Zappos trains employees to provide excellent customer service through empathy, connection, empowerment & solutions.
Gain insights directly from Zappos Customer Loyalty Team leaders throughout the workshop.
Listen to live customer phone calls with our Customer Loyalty Team and see how our representatives deliver WOW customer service.
Meet leaders from our Customer Loyalty Team and learn some of the ins and outs of creating a service-minded customer service team.
Take a tour of the Zappos Campus and learn about our history from our beginnings as a small internet startup to our growth into a billion dollar e-commerce retailer.
You won't be hungry, we promise! We provide a catered breakfast and lunch for the day.
School of WOW$2,500
September 12th, 2019
Zappos Insights' School of WOW for Leaders at the Zappos Campus in Downtown Las Vegas, Nevada
If you are interested in sending 5 or more people, are local, or are a part of a non-profit, education, or military/government sector, please ask about our special rates!Contact Us
Check-in, grab some breakfast, and meet the Insights team!
Take a tour of our headquarters and see our unique culture first-hand.
Learn about the evolution of Zappos customer service and our approaches to quality assurance
Learn about the Zappos Customer Loyalty Onboarding program. From our 4-week onboarding program, incubation process, and integrating new hires into their new teams.
Let’s break down the tips and tricks of customer service basics that can be applied across many industries, and how clear expectations & feedback alongside these basics can help create a great experience for your customers.
Shadow live customer phone calls with our Customer Loyalty Team.
Continue call shadowing or Q&A’s with various customer service teams.
Meet with leaders from the Customer Loyalty Team and call center operations. Ask any and all questions you have.
We won't spoil the surprise here!
A Recap of the day's learnings and depart Zappos!
Nurse Next Door
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.