Jamie Naughton Henriod
- Former Zappos culture leader
- Expert in employee and customer experience
- Speaker on leadership, culture, and teams
Jamie Naughton Henriod Speaker Biography
Jamie Naughton Henriod has spent more than two decades helping organizations create cultures where people, both employees and customers, feel valued, supported, and connected. Joining Zappos in its early days, Jamie was part of a small, scrappy team working to build one of the fastest-growing companies at the time. She wore many hats as the company grew from a fledgling online shoe retailer into a global brand synonymous with extraordinary customer service. As Chief of Staff to CEO Tony Hsieh, Jamie played a pivotal role in shaping the company’s world-famous culture and customer experience, work that continued as Zappos navigated its landmark acquisition by Amazon in 2009. Through that transition, she helped preserve the unique values, hallmarks, and people first approach that kept Zappos’ culture thriving within one of the world’s largest corporations.
Today, Jamie serves as Chief Operating Officer at Chptr, where she partners with funeral homes across the country to help families honor and remember their loved ones in deeply personal ways. She believes the care a family receives should extend far beyond the service itself, and that when technology and storytelling are done right, they can strengthen those lasting connections.
Whether in retail, tech, or funeral service, Jamie’s passion has always been the same: to create meaningful experiences that leave people feeling seen, heard, and cared for.
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Speech Topics
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.
