Jamie Naughton joined Zappos.com, Inc. in 2004 right after the company relocated from the bay area to Las Vegas. As Speaker of the House, Jamie works directly with CEO Tony Hsieh, focusing on the culture for which the company has become known. Her role is essential in creating and driving the architecture of the dynamic culture as well as focusing on culture R&D to ensure Zappos.com always stays relevant to both the employees and their customers. Jamie 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.
Building a Brand that Matters
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.
Creating PEC (Personal Emotional Connections) with Employees and Customers
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.
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