NCOF 2008 Conference

Yesterday, I had the privilege to give the luncheon keynote at the National Conference on Operations and Fulfillment (NCOF) held in Orlando, FL. The audience mostly runs call center, distribution, and fulfillment operations for a wide range of companies, some small, some large, and some very large. My talk was about “Delivering the WOW Customer Experience” and I basically amended (ripped off) Tony’s “Top Ten Lessons” presentation. Given the audience, I presented more metrics and gave more examples and stories relating to the operations and fulfillment side of Zappos. The core message was still about the importance of company culture and the impact of customer service. There were a number of questions during the Q&A and then a number of people came up after the presentation to thank me for giving them so much insight into the inner workings of Zappos. What was good to hear was how many organizations were learning similar lessons or facing similar issues, no matter how large they are or how long they have been in existence.

In business, we are judged by our ability to delivering great long-term results. What we sometimes forget is that great long-term results are delivered by engaged employees. That is why at Zappos, we spend so much time, energy, and resources to continuously improve our company culture and keep our employees engaged.

For a copy of the presentation, please email: culturebook “at” zappos.com, or me directly: alfred “at” zappos.com.

P.S. I began my talk with something fun and a little weird. Right before my talk, over the PA system the conference organizers were nice enough to gently remind everyone to “please silence all cell phones and pagers”. When I got to the podium, I told the audience that they should feel free to turn their cell phones back on because what their customers have to say is far more important than what I have to say. I was serious, but everyone laughed. That helped lighten the mood.

Comments

39512796's picture
Dec 24, 2009 at 7:18 pm ZC2669 said:

You actually should have said: "Please leave your cell phones on. How else are you going to twitter about how great this presentation is?"

466650034's picture
Dec 24, 2009 at 7:18 pm ZC2809 said:

The organizers are customers too. :)

466670150's picture
Dec 24, 2009 at 7:18 pm ZC2981 said:

Or you could have had them turn on their phones and then you twitter from the podium to see how many phones rung. And all those who didn't you could have told to get twittering!

...afterwards, You could have passed out cards with your twitter addy and other social networking info...

Saw your vegas giveaway contest online which led me to your blog. - n.l.

466744771's picture
Dec 24, 2009 at 7:18 pm ZC4241 said:

sorry, just commented on your couture blog but meant to ask you the following: hi, this is unrelated to your post but very interested to know about your twitter activity. I read about you in the 'logic + emotion' blog recently. I see you follow 2,614 people in twitter. Who do you follow and why? Really interested to know more. I'd love my company to do something similar. thanks,

Paul

38293618's picture
Dec 24, 2009 at 7:18 pm Tony H. CEO said:

Hi Paul,

I am on twitter under the username "zappos" - http://twitter.com/zappos

I follow anyone that follows me, as well as anyone that mentions the word "Zappos"!

466979732's picture
Dec 24, 2009 at 7:18 pm ZC8048 said:

I love the way you do business, I came across the name Zappos in my company blog last night, and I just have to say, congratulations!!! I wish my 80k plus employees company had the same phylosofy. Have any job openings?? lol ;o)

40487272's picture
Dec 24, 2009 at 7:18 pm ZC1710 said:

We DO have job openings! :) Check out jobs.zappos.com.

admin's picture
Dec 24, 2009 at 7:18 pm admin said:

Not to sure what you are trying to say..I mean is it or is it not.

Anyhow I know I am rambling but try to see it from someone reading it the first time without thinking about it first. (+spam+)

admin's picture
Dec 24, 2009 at 7:18 pm admin said:

Not to sure what you are trying to say..I mean is it or is it not.

Anyhow I know I am rambling but try to see it from someone reading it the first time without thinking about it first. (+spam+)

admin's picture
Dec 24, 2009 at 7:18 pm admin said:

It's nice to read all these blog posts, and nearly all revolve around not only great customer service, but the employees that deliver that great customer service. Too often it seems that large companies put their employees below the customers. The employees are the ones that are conversing with the customers, making the sales and providing the great service that brings them back. http://30boxes.com/user/7995738/JohnMorgan

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