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ZAPPOS.COM BUILDING A BRAND IS ABOUT BUILDING TRUST


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The Power of WOW


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THE #1 PRIORITY


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THE #1 PRIORITY


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CULTURE THE #1 PRIORITY


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CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING


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CLOTHING


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CUSTOMER SERVICE


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CULTURE


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CLOTHING, CUSTOMER SERVICE, CULTURE CULTURE CUSTOMER EXPERIENCE CLOTHING


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DELIVERING HAPPINESS CUSTOMERS & EMPLOYEES “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” -MAYA ANGELOU


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Clothing & Footwear Customer Service Company Culture different types of trust in the brand a meta-trust, inception style: “a great brand… ______” WHAT’S NEXT DELIVERING HAPPINESS


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ZAPPOS.COM http://media.glassdoor.com/m/7b/2c/00/f6/entrance-to-the-zappos-com-headquarter-office-in-henderson-nv-photo-by.jpg


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LAS VEGAS CITY HALL http://brandonwiegand.com/wp-content/uploads/2010/11/Zappos-City-Hall.jpg


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LAS VEGAS CITY HALL


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LAS VEGAS CITY HALL


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APPLE http://www.techzek.com/wp-content/uploads/2011/09/apple_campus-1.jpg


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NIKE http://standardatl.com/home/wp-content/uploads/2010/07/Nike_Campus_Tour_01.jpg


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GOOGLE http://static.panoramio.com/photos/original/400729.jpg


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DOGGY DAY CARE http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG


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NYU CAMPUS http://www.adogsdayout.com/Pix_Overhead_View_ADDO_7-31-08.JPG


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http://www.eatinglv.com/wordpress/wp-content/gallery/odettedowntown/chinatown-038-large.jpg DOWNTOWN VEGAS FREMONT EAST


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DOWNTOWN VEGAS FREMONT EAST http://www.lucyvegas.com/sites/default/files/griffin5.jpg


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DOWNTOWN VEGAS FREMONT EAST


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http://roadjournals.viamagazine.com/wp-content/uploads/2011/05/The-Beat-Coffeehouse.jpg DOWNTOWN VEGAS FREMONT EAST


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DELIVERING HAPPINESS WHAT’S NEXT? Clothing Customer Service Company Culture


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DELIVERING HAPPINESS WHAT’S NEXT? Clothing Customer Service Company Culture Community


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A GREAT BRAND is a story that never stops unfolding.


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is a story that never stops unfolding. A GREAT BRAND COMPANY


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A GREAT BRAND COMPANY CITY is a story that never stops unfolding.


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A GREAT BRAND COMPANY CITY COMMUNITY is a story that never stops unfolding.


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MORE INFO For a copy of this presentation: tony@zappos.com For more information: www.zappos.com www.downtownproject.com


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