Am Montag habe ich das Building in Las Vegas besucht. Sehr interessantes Büro, wahrscheinlich schwierig skalierbar bzw. internationalisierbar, aber es lohnt sich auf jeden Fall mal vorbeizuschauen. Pro Tag werden 4 geführte Touren angeboten. An dieser Stelle geht es aber mal nicht um die Zappos Strategie, sondern um meine persönliche Service Erfahrung anhand dieses Trips. Anbei das Mail Protokoll:

Ich habe 27.04. habe ich eine Mail an [email protected] geschrieben, um einen Interviewtermin zu bekommen & eine Zappos Tour zu machen. Die Antwort am 28.04. von Valerie:

Hello Alexander,

Thank you for contacting Tony with your feedback. Tony receives around 2,000 emails a day! Even though he is in the process of training a herd of diligent dinosaurs  to use a keyboard, it may take a little while to respond. In the meantime, a small team was round-up to lend a helping hand. Tony does take a break from training the dinosaurs to read every email he receives. He did review this email and asked me to respond to you on his behalf so we could get a response to you in a timely manner.

I hope you are enjoying your time in the Bay area. I have never been there but I would love to visit sometime. I wish you all the best with your online strategy and ecommerce blog! I have included the information below for a tour of our headquarters.

Our headquarters are located right next to the airport. Tours take about an hour and are available Mondays through Thursdays, and we have a free Zapposshuttle service that can pick you up from the airport or your hotel and then drop you off afterward. To schedule a tour, feel free to follow this link:

I have also forwarded on your information to the proper department. You should be receiving a response soon in regards to meeting with Tony.

If you’d like to learn more about how we manage our culture, customer service, marketing, training, hiring, and business in general, check out the ZapposInsights subscription service:

Zappos Insights members have access to “Culture Labs”, videos and much more to learn from us and use in their businesses.

It was wonderful hearing from you today! If you ever have any questions, comments or stones to throw, please email me back directly. I will make sure they are reviewed by Tony and myself during our daily discussions. You are also welcome to contact us at  1-800-927-7671 . We live in Las Vegas so the lights are always on!

Valerie Dickens
Tony’s Team

Weitere Mail am gleichen Tag:

Hi Alex,

My name is Liz, and I assist Tony here at Zappos.  We would love to have you visit our office the next time you are in town.  Tony is traveling extensively through this summer, so I cannot guarantee he will be in the office. Which dates are you thinking you would like to come in?

I would suggest a day Monday through Thursday since Fridays tend to be on the quiet side around here. Our tours are Monday – Thursday at 9am, 11am, 1pnm and 3pm. Each tour takes an hour. I look forward to hearing back from you.

Liz Gregersen, Inc.

Auf Basis dieser Einladung haben wir die Tour gebucht und gefragt wie man von unserem Hotel (Wynn) am besten zum Büro kommt. Die Antwort am gleichen Tag:

I have arranged for the shuttle to arrive at the Wynn at 8:30am PT.  It will be out front of guest check-in/registration (where you would go to find a taxi).

The shuttle will take you to the airport post tour, so you will have plenty of time to get checked in.

Liz Gregersen

Wie besprochen hat uns zur verabredeten Zeit ein Zappos Fuhrparkauto vom Hotel abgeholt und zur einstündigen Zappostour abgeholt.

Diese Art von Service ist mE sehr cool und ich möchte mich für den ca. 200$+ Aufwand (Vollkosten für Zappos) gerne mit diesem kleinen Artikel bedanken. Am Ende gab es noch die zwei Standardbücher (Happiness & Culturebook), einen 20% Gutschein, die Taxifahrt zum Flughafen und nette Abschiedsmails obendrauf. Bei Zappos geht man auch sehr transparent mit Umsatzzahlen um. Anbei die im Eingangsbereich aushängende, tägliche aktualisierte Umsatzinfo.

Zappos Umsatz 27. April
Zappos Umsatz 27. April


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