1. Democracy at Work

2. A service company that just happens to sell shoes, clothing, handbags, accessories, housewares…

3. 2009 #23 2010 #15 2011 #6 TOP 100 BEST COMPANIES TO WORK FOR

4. Headquarters: Henderson, NV Fulfillment: Shepherdsville, KY 2000+ employees

5. 1,000+ brands 200,000+ styles 6 million items in warehouse 100% inventoried

6. Customer Service: What customers see first 24/7 1-800 number on every pageFree shippingFree return shipping365-day return policy 6

7. Customer Service: What customers experience Fast, accurate fulfillmentSurprise UpgradesOccasionally direct to competitors’ web sites 7

8. Customer Service: What we do internally No call timesNo sales-based goals for reps5 week of training 8

9. Customer Service: What we do internally Pay to QuitCulture BookInterviews Based on Culture 9

10. Commitment to Transparency: Examples “Ask Anything” newsletterExtranet for vendorsTours & reporter visits 10

11. Control in Decision Making: BenefitsCLT ProgressionConference Rooms/SpacePoliciesCore Values

12. 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships WithCommunication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble 12

13. WHAT CULTURE CAN DO FOR A COMPANY NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION SHARE VALUE AT THE TIME OF CLOSING

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15. Thank you for allowing me to be here! Email jnaughton@zappos.com for: – A copy of this presentation – A copy of our culture book – If you’d like a tour of our offices – Additional questions or more information about our culture 15