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Content Has No Limits!

Content’s fall 2013 Olympics last week at the beautiful Springs Preserve.  Following tradition, the department was divided into six teams distinguished by color.  Each team came up with their name and was encouraged to show team spirit by representing their color.  Competing this year were The Hornets, Chicks with Tricks, Blue Steel, Purple Haze, Orange is the New Black, and The Lone Pink Rangers.

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The fun-filled event started off with four Minute-to-Win-It games: Suck It Up, Cookie Face, Speed Eraser, and the hilarious Junk in the Trunk.  The latter involved contestants shaking ping pong balls out of empty tissue boxes that were tied around their rears.  Up next was an intense round of trivia with questions from five different categories.  Isn’t it funny how people are always convinced that their buzzers don’t work?  The competition wrapped up with a photo scavenger hunt.  Teams were given clues to various attractions throughout the Springs Preserve and a time limit to find as many of those as possible. 

build team and family spirit, Minute-to-Win-It, Springs Preserve Las Vegas, zappos content team, zappos core values, zappos culture, zappos employees

The day wound down with socializing over a delicious catered meal, including sandwiches & wraps, pasta salad, potato salad, chips, cookies, and assorted beverages.  Small prizes were awarded for Best Team Name (Blue Steel) and Best Use of Team Color (Chicks with Tricks).  Fabulous prizes will be awarded to 1st, 2nd, and 3rd place overall winning teams at Content’s next department meeting October 1st.  Until then, the judges are keeping those scores under wraps.  Although, they may or may not be accepting bribes…

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@Zappos_Service Answers Your Most Pressing Questions---Right Now!

Did you know that you can tweet Zappos Customer Service anytime, any day of the week and they’ll respond in minutes? If you not, let me introduce you to “@Zappos_Service” -- your exclusive resource for getting questions answered…right now.

When it comes to providing exceptional customer service, Zappos has long been recognized as an innovator (CEO Tony Hsieh literally wrote a book on the topic).

So, it makes sense that they lead the pack when it comes to serving customers on social media. They respond literally 100 percent of the time when customers send them questions on Twitter, far superior to the 14 percent response rate my company reported in a recent social customer service study. Zappos doesn’t just respond either. They start conversations and they scour the Twitterverse for opportunities to surprise and delight Zappos customers in need.

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For example, this customer that was having trouble finding a pair of sneakers he liked. Luckily, the @Zappos_Service team was there to the rescue.

@Zappos_Service, Ashley Verrill, customer service, Tony Hsieh, zapponians, zappos culture, zappos customer loyalty team, Zappos customer service, Zappos Service Twitter, ZCLT

Recently, I had a chance to catch up with @Zappos_Service crew to find out exactly how they provide exceptional customer service in the social media context. Here’s what they had to say:

Does the @Zappos_Service team literally respond 24/7?

ZS: Just like our contact center, we are manning the @Zappos_Service twitter account 24/7. Our graveyard team takes care of responses in the wee hours of the morning. So we’re here to help, whether it’s a 3 a.m. fashion emergency, or a lunchtime shopping break.

Do you respond to questions that mention Zappos, regardless of whether they use the full @Zappos_Service handle?

ZS: We respond to anyone that mentions Zappos (and a few misspelled variations just in case, as well), as long as their account is public so that we can see the tweet. It can be a question about an order, a comment on an item they found on the site, a news article with our name mentioned, or even if they are just bored and want to have conversation!

What other tactics do you use to keep the experience awesome for your Twitter-azzi?

ZS: We try to showcase our team’s personalities, so we encourage back and forth between them and our Twitter friends about anything at all. Creating Fun & a Little Weirdness is Core Value #3, and we get a lot of opportunity to do this on Twitter. The team normally introduces themselves at the start of their block of time working Twitter, and will try to engage folks somehow. This could be anything from asking who’s excited about football starting to asking opinions on the greatest Prince song of all time.

Give @Zappos_Service a ring--they’re here to help day or night, rain or shine!

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Trading Places: "West Coast Meets Southern Style"

This internship has gone by so fast! I can’t believe I only have a couple weeks left with the other interns! One of my favorite components of the internship has been the mentor program. A group of three to four interns are assigned to a single mentor, who operates not as a manager or direct report, but as someone to go to with questions about work, Zappos culture, or any other concerns. The mentor also acts as a guide for the intern culture project.

My mentor Thomas has met with me and his other interns weekly to create personal weekly goals, and discuss any concerns with the internship. Although I have never been one to regularly set and update personal goals, I have found that doing so has helped me see my progress.

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One of my favorite bonding moments with Thomas happened a couple weeks ago. He and I were talking about men’s style after grabbing some beverages from the ZCafé. Off the cuff, I commented that I thought his style was very “West Coast.” He took offense, and we spent the rest of the day going around asking random Zapponians whether or not he dressed in a “West Coast” fashion.

I myself am from the South, and I consider my style to be rather preppy. So we came up with the idea to switch styles for a day. I would dress like him, and he would dress like me. I didn’t have a lot of West-Coast attire in my wardrobe, so Thomas let me borrow some of his clothes, and I went out and bought the rest. The next day, Thomas dressed as preppy as possible, while I tried to go for the most stereotypical West-Coast outfit. We proceeded to go around the office (once again) and figure out who impersonated the other’s style better. I think it’s pretty clear who won. Hint: it’s the guy wearing the hat and Dickies shorts!

--Raphael Fix

Market Research Analyst Intern

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Exploring Natural Wonders Around Las Vegas

One of the best parts about interning at Zappos has to be living in Las Vegas. Prior to coming here this summer, I had visited Las Vegas countless times; however, like most tourists, my experience with the city was solely confined to The Strip. Don’t get me wrong, I still find The Strip to be a really fun and lively place to be. But since living here, I have definitely expanded my horizons, and took the chance to really explore the city and its surroundings on the weekends.

Las Vegas is surrounded by a natural playground. The city is within a few hours of multiple major national parks (Zion, Bryce Canyon, and the Grand Canyon), and has amazing hiking trails in its backyard. My roommates and I have had a lot of fun going on hikes on the weekends.

Our first hike was to Red Rock Canyon, located 45 minutes from Henderson, near the city of Summerlin. I, along with my roommates, Misty and Patrice, and fellow interns Josh and Kevin, hiked through the Calico Tanks trail. The hike was a new, fun experience for me because it was full of a lot of “firsts:” Foremost, it was my first time hiking through a desert in the crazy desert heat; it was also my first time seeing wild cactus, and the other native species in the area; and it was the first time that I had ever seen such colossal red rocks. The hike itself was a perfect mix of adventure and  challenge. Let’s just say that somehow we ended up venturing off the trail, and ended our hike because we came to face a giant rock wall. Regardless, this hike was a lot of fun, and a great way to become closer to my fellow interns!

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This past weekend we went a little farther from Las Vegas, and went hiking at Zion National Park. This hike was hands down my favorite hike ever! Zion is a 2.5 hour drive from Las Vegas, so it was perfect for a day trip. Misty, Patrice and I planned to hike The Narrows, so we rented some aqua gear from the Zion Adventure Company. We got to wear some stylish aqua socks and shoes, and use a walking stick that became our savior through the slippery hike. This hike was really cool because we ventured through two miles of water that, at times, came up to our ribs! The best part about the hike was being able to swim whenever we got too hot! Fortunately, this time we did not get lost, and we made it to the Wall Street junction where we took a lot of fun pictures.

Going hiking on the weekends has been some of the most amazing things that I have done since being here. Aside from hiking, there are numerous things to do when you have spare time. Las Vegas really has something for everyone, and I have enjoyed exploring many of the natural activities that the city has to offer this summer!

 

--Danielle Yun

Non-Trade Purchasing Intern

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Zapponian Spotlight: Emily K.

Zapponian Spotlight, Zappos CLT, ZCLT, Zappos Customer Service, Zappos Culture, Zappos Employees, graveyard team, Say hello to one of our resident Zapponians from the ZCLT Team, Emily K. who’s been rocking out with Zappos since October 2012! She loves chatting with customers and is known around Zappos as being a fashion diva with one of the best laughs.

If you call our customer service number during the wee hours of the night, you just might get Emily on the other line!

We asked Emily a couple of questions to get to know her better:

What is your favorite part about working at Zappos?

E: I feel like I'm a part of something special. I think the work we do, the environment we have created and the people on our team are truly special. Sometimes I look around and think I'm so lucky to be a part of this experience. I'm proud of what we do!

 

What is your favorite  core value and why?

E: "Build a Positive Team and Family Sprit". It makes any journey more fun! No matter the task, having people who want to work as a team and value positivity makes what we do great.

 

I see that you played soccer when you were younger, do you have a favorite professional soccer player?

E: I do not and where did you get that fact? That was so so long ago, hehehe!

 

What is your idea of fun? If given a chance to skip work for a day, how would you spend the entire day?

E: With friends and family laughing. Making memories, relaxing, EATING.

 

What kind of job did you do before coming to Zappos?

E: Retail. I was a sales associate for a high-end brand.

 

If you had a plane ticket to go anywhere in the world where would you go?

E: Bora Bora. It's one of the many places on my list that I'm just not sure I will ever afford.

 

What cartoon character best describes you?

E: Dori from "Finding Nemo" positive and a bit forgetful.

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Meet Zappos New Hire Amy S.

For our culture project, we want to better embody Core Value #7: Build a positive and family spirit. That's why we're introducing the Zappos Alumni Program (ZAP) which features a blog series that will highlight Zapponians from different departments and showcase their jobs.

This series will consist of interviews with Zappos employees and members of the new hire class. We hope to inspire college students to connect with Zappos and all it has to offer, in addition to encouraging interdepartmental alumni relations by bragging about our amazing graduates' success!

First up is Amy S., a Zappos new hire from our Merch. Planning team:

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Name:

Amy S.

What is your current position at Zappos?

Merchandise Planner

What school did you go to?

University of Wisconsin-Milwaukee

What was your major while you were at school?

Business administration and Human Resources

How did you discover your job at Zappos?

I was referred by a Zappos employee

What experiences do you think was particularly helpful to get you where you are today?

I think the in-store retail experience was huge. I worked in retail throughout college and then in store management. It really helped me to get the knowledge needed for merchandise buying and planning

Today is your first day at new hire training, could you give us a brief recap of what your day was like?

It was both fun and crazy. We had 70 people in my new hire training class! We learned a lot about the company culture, and I think my favorite core value is “Pursue Growth and Learning”. Zappos really embodies that by encouraging employees’ personal development.

Do you have any advice for recent graduates?

Be yourself and be open. Give it a 100% and you will succeed!

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My Most Memorable Moment So Far…

These first six weeks of my internship have flown by faster than ever, and it is already a huge task to pin point one moment that is the most memorable to me. I feel like every day I have been so lucky to experience something amazing while interning as a Merchandising Assistant Intern with Fashion Footwear at Zappos.

After day two of work, I was feeling super homesick and a little nervous in a new city. Fortunately, this feeling didn’t last long due to the wonderful people on my team, and the relationship-building tactics that Zappos lives by. Everyone was incredibly welcoming and encouraging. By the end of day two, I was invited to my first vendor dinner, and had no idea what to expect. So as nervous (and excited) as I could possibly be, I got ready, and went on my way to dine with the vendor and representative from Kork-Ease along with my two managers.

Zappos Interns, Zappos Internship Program, Zappos Intern, Zappos Campus, Zappos Merchandising Inc., Las Vegas StripOur dinner was located at SHe in Crystals at City Center, a restaurant right in the middle of the Las Vegas Strip. It was unbelievably fancy, yet the dinner felt so relaxed; my nerves were alleviated almost immediately once it began. The meeting felt more like a social gathering with friends rather than any type of work gathering. The vendor and his rep were personable, and interested in who I was and what my dreams were. I didn’t even think I was going to get the chance speak! At the end of the meal, our guests even proposed a toast to my success here at Zappos.

It is extremely rewarding to be part of a company that focuses so much on building relationships with both their consumers and vendors. It takes relationships and experiences like mine to maintain such strong bonds with all of the amazing vendors that are working with us at Zappos. It was amazing to be a part of this experience, and I don’t think I could ever find another company that will care nearly as much about their employees or the partnerships. I will also never forget my first vendor dinner!

 

--Kelsey Ferrentino

Merchandise Assistant Intern--Fashion Footwear

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The Piggy Back Ride

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So, yeah. That happened. 

Let me give you some context: My Zappos mentor, Thomas has me and my fellow “mentees” write down 10 weekly goals every Monday; 5 job-related, 5 culture-related. When the week of our Q&A with MAFT (our internal acronym for  our top execs: Mike, Arun, Fred, and Tony) came up, Thomas challenged me to think of especially difficult goals. Hmm, what could be stranger than taking a photo of myself giving Zappos CEO Tony Hsieh a piggyback ride? 

So, while all the interns were waiting to grill MAFT with a ton of questions Tony entered the room and I knew this is my chance! I had been thinking of a smooth way to ask a man that's worth millions of dollars to hop onto my back for a picture and, this is how it went: 

Me: Hey Tony, nice to meet you. I'm Josh, an intern in the Strategic Planning department.

Tony: Hey.

Me: Do you think we could take a picture together?

Tony: Sure…

Me: Wait, I have a weird request. Can we take the picture with you on my back?

Tony: Uhhh. Sure… I guess so. I don't want to hurt you though.

Me: Don't worry, just jump on!


Super smooth, I know. But there you have it! My most memorable moment at Zappos: when my net worth skyrocketed for about 30 seconds.

Shout out to everyone who made this happen: Tony, Thomas, Raphi, AGB, and “Ting Jung” (iPad Mini).

--Josh Kim

Corporate Strategy Intern