International Builders' Show
February 9-11, 2021
Orlando, FL
FEB 9-11, 2021

The Secret to Zappos’ Success: Customers Above All Else

Tuesday, February 19 | 3:30 - 4:30 PM

Location: LVCC - Spotlight and Game Changer Session - South 223

Registration Type: IBS Full Registration or 1-Day Education Registration

Format: Game Changer SessionMore Info

Level of Content: IntermediateMore Info

Who Should Attend: Single Family - All, Remodelers, Sales and Marketing Professionals

Track: Sales & Marketing

Speaker Handouts and Other Documents

What It's About:

Since it first burst upon the scene in 1999, Zappos has been unwavering in its focus on delivering the best possible customer experience. This approach has paid off, to say the least, as Zappos is widely recognized as the gold standard for service and satisfaction, earning them unmatched customer loyalty and a tremendous competitive edge. How do they do it? And equally important, what lessons can you apply to your company at a time when service is so critical to home building success? This powerful Game Changer session gives you the inside scoop as we proudly welcome Zappos Customer Loyalty Team veteran Ryo Zsun to IBS. Since day one, Ryo has been an advocate and example of how core values can lead to a strong company culture and an even better customer service experience. Ryo will share some key stories and examples about creating a “WOW” experience for your customers and how these experiences build customer loyalty.

What You'll Learn:

  • Learn the origin of Zappos from its humble beginnings to the creation of their core values.
  • Discover the magic of the Zappos Customer Loyalty Team who create the “WOW!” customer service experience in our call center.
  • Understand how Zappos maintains its company culture and a fun, engaging work place.

How to Attend:

These twice daily keynotes feature thought leaders who are transforming their companies and the way we think about and address issues critical to the housing industry. Full registration or 1-day education registration for the day of the session is required.


Continuing Education:

NAHB - 1.00 CE hour(s), NKBA - 0.1 CEU(s)

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  • 1201 15th St NW
    Washington, DC 20005

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