Delivering Happiness

A Sampling of Courses Offered by the Pipeline Team
• Four-week new hire training (including answering phones)

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• Zappos History
• Zappos Culture
• Communication 1
• Communication 2
• Communication 3
• Intro to Coaching
• Zappos Library: Fred Factor and Fish
• Intro to Finance
• Science of Happiness 101
• Tribal Leadership
• 1-week Kentucky Boot Camp
• New manager orientation
• Performance Enhancement
• HR 101
• HR 102
• Leadership Essentials
• Zappos Library: Made to Stick
• Finance 2: The Planning Process
• Public Speaking
• Delivering Happiness
• Intermediate-Level Competency with Microsoft Office
• Grammar and Writing 1
• Grammar and Writing 2
• Stress Management
• Time Management
• WOWing Through Tours
• Customer Loyalty Skills Refresher
• Progression Plan Workshop
Once our pipeline is filled for every department, then anytime a single
individual leaves the company, there will always be someone right in front
of him and someone right behind him in the pipeline to take over his

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responsibilities. In this way, the pipeline becomes the true asset of the
company, not any single individual.
Over the longer term, we are also planning on extending the pipeline
concept up to four years before an entry-level employee joins Zappos. If our
recruiting team can start building relationships with college students when
they first start as freshmen, and offer summer internship positions at Zappos
during their time in school, then by the time they graduate from college,
both sides will have a pretty good idea of whether Zappos is the right fit for
the student.
Once our entire eleven-year pipeline is built (from four years prior to
joining Zappos all the way through seven years after joining Zappos), we’ll
have a substantial long-term competitive advantage over everyone else.
Combined with our ongoing efforts to grow our brand and our culture, we
believe that our BCP (Brand, Culture, Pipeline) strategy will provide the
platform necessary for Zappos to be a long-term enduring and growing
business.