Think Outside the Inbox with Zappos

Online fashion retailer Zappos has gained a strong reputation for its relentless focus on customer service. In “Game Changer: Zappos, Using Culture to Create Exceptional Customer Experiences,” Jon Wolske, Zappos’ culture evangelist, will explore how the company puts customers first and share tips that apply at attractions.

IAAPA chose to include a speaker from outside the industry for many reasons. “The amount of knowledge and expertise in our industry is vast, and fortunately we are a sharing, giving group. That said, sometimes the great ideas come from fresh perspec­tives and applying practices that work in other industries,” says Denise Beckson, IAAPA Global Education Committee and Program Planning Committee chair. “When discussing what type of non-industry speaker to invite, we collaborated and determined the topic needed to be broad enough to appeal to all regions, constituencies, and disciplines.”

Company culture was the topic that fit the description. Zappos is renowned for its outstanding employee engagement, and has dedicated a division of the company to sharing its successful practices with the greater business community. Zappos Insights teaches the building blocks of company culture that transforms employees into teammates through teaching and tours of Zappos’ Las Vegas office. More than 1,800 guests experience the tours every month. “[Wolske] was the company’s first full-time tour leader and grew the tours experience into a business-tourist attraction. While its main business is Internet retail, Insights business really is in our industry,” says Beckson.

“Game Changer: Zappos, Using Culture to Create Exceptional Customer Experiences,” takes place Friday at 9 a.m. in Room S320. Separate ticket and Expo badge are required.

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