Electronic Retailer - September 2012 - 36

Delivering Happiness

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Zappos.com Speaker of the House Jamie Naughton will talk about the importance of company culture on building a brand at the 2012 ERA D2C Convention’s Keynote Presentation.
BY SARAH SAIN PHOTOS BY BRIAN MARC PHOTOGRAPHY

“Powered by Service” – that’s not just the tagline for Zappos.com, but it’s a way of life at the company that’s name is now synonymous with great customer service. Launched in 1999, Zappos.com quickly became a leader in online apparel and footwear sales by striving to provide shoppers with the best possible service and selection. In 2008, the company’s gross merchandise sales exceeded $1 billion. Zappos.com, which joined the Amazon.com family in 2009, currently stocks millions of products from more than 1,000 clothing and shoe brands. Zappos.com has been recognized by Fortune magazine as one of the “100 Best Companies to Work For” every year since 2009, when it debuted at No. 23. The company has consistently ranked in the Top 15 in the years to follow. Jamie Naughton is speaker of the house at the online retailer, where she helps drive the company’s awardwinning culture. Naughton will address attendees at the 2013 ERA D2C Convention from 5:00 p.m. to 6:00 p.m. Tuesday, September 11, when she will deliver the Keynote Presentation titled “Deliver Happiness: Building a Brand that Matters.”

Naughton joined Zappos.com in 2004 and works directly with CEO Tony Hsieh. Her role is essential in creating a dynamic office environment. She also focuses much of her time on research and development to ensure Zappos.com always stays relevant to both its employees and its customers. She travels the country to work with world-renowned companies, authors, researchers and business leaders to help spread the concept that by focusing on your employees and customers, good companies can become legendary companies. Electronic Retailer recently caught up with Naughton and talked to her about the anything-but-typical workday at Zappos.com, how happiness and passion contribute to the bottom line, and why communication is the key to a successful company.

really like each other. Our environment is friendly and welcoming whether you are a guest on a tour, a new employee or have been there for years.

What is a typical workday like at Zappos.com?
There is no typical workday at Zappos. Part of what makes working there so much fun is that everyday is unexpected. One day there might be a parade passing by your desk or a video crew filming; the next day you might come in and find a doughnut eating competition. Our non-routine days are what make working at Zappos so much fun. It’s not in just what you see but in the work we get to do. No two days are ever the same and this lends itself well to a creative and inspired work environment.

Zappos.com is known for its very dynamic company culture. What makes the company stand out?
I think there are many things that make Zappos stand out. What I think is the most evident when walking through our doors, outside of the obvious anything goes décor, is that everyone is genuinely happy to be there. Even more we

How does the culture within the company walls impact how employees interact with consumers?
We really believe great customer service has to start with treating your employees well. If you are working in a tough work environment, say where you have a boss who runs his/her area through fear, it is really hard to yell at an

electronicRETAILER | September 2012

Electronic Retailer - September 2012

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