Jamie Naughton

Zappos.com has become known as a leader in customer service and culture. In fact that’s part of what they call their 4 C’s. In this talk learn about the history of the company, an in depth look at the practices that got them to where they are, and the 7 steps they learned along the way to building a brand that customers adore and employees love.

This talk is geared more to the customer who wants a deep dive and relevant stories on the most important components of our culture. The talk is geared towards people who generally have seen a Zappos talk before. They know the basics and now they want some meat and potatoes. Zappos.com does some crazy things, from holding fun office parades to throwing random parties. Relationships are at the core of how this brand that was built around shoes became a brand adored for their customer service. In this session, learn how Zappos.com uses the guideline of creating PEC (Personal Emotional Connections) to govern how managers interact with employees and in turn, affect how employees interact with customers. Through the power of PEC they are creating more than just an employer to employee relationship – they are creating meaningful lifelong friendships with those that truly matter, sustaining a workforce of highly engaged and motivated people with strong connections to their customer base.