M commerce summit2012
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Transcript of M commerce summit2012
Zappos Mobile
Mcommerce Summit 2012New York
May 3
• Founded 1999• 2009 acquired by Amazon• Best Service Possible• Free Shipping Both Ways• 365 Day Return Policy
Me(7 years of pain and joy)
• Customer Service Focus• 4 week Call Center training• Holiday Helper
Tony Hsieh, CEO
Fred Mossler
• In
• Homegrown tech• Issues escalated• Employee empowerment
Call Center Disco Ball
Alcohol(or how decisions are made at Zappos)
Android Market Apple App Store
Highly Rated, featured apps
Qualitative
Quantitative
Hours in Day
• Evenings and Weekends• Many new customers• Same popular products
• Experienced• Connected• Empowered
Mobile Team (last 6 months)
Alex Nolan Matt
By Albert kok
The upside of being part of a big company
Leveraging existing systems and competencies
“Top of Mind”
2012 Strategies
Frequent releases
Badges
Push Notifications
Social Sharing
Separate Mobile into Phone and Tablet
“Experiential”
“Tool/Utility”
Checkout Optimizations
Feedback and Easter Eggs
Encouraging Employee Use
Questions or Comments?
twitter.com/alexkirmse
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