Brian Kalma
What is Zappos.com?
Zappos.com is the multi-award winning online shoe and accessories retailer, based in Nevada, that’s gone from start up to $1.2bn in 10 years.
Counterintuitive human resource strategies, leading edge social media saviness and hyper attention to customer service lie at the heart of its success. The Company is fanatical about great service – not just satisfying customers, but amazing them.
Zappos has mastered the art of telephone service – a black hole for most internet retailers. Its smart, entertaining call-centre employees are free to do whatever it takes to make you happy. There are no scripts, no time limits on calls, no robotic behavior and legendary stories about Zappos and its customers abound.
About Brian Kalma
Brian Kalma joined Zappos.com in 2003 and is responsible for Zappos.com's User Experience and Web Strategy. Brian focuses on ensuring anything that has an approval stamp in it truly supports the Zappos.com value proposition and is always "Zappos-like."
During Brian’s first five years at Zappos he helped build Zappos’ Creative Services department. The Creative Services department incubated several groups including Product Photography/Image Processing, Design, Front-End Development and eventually User Experience. He recently pulled the UX team out of Creative Services and now focuses on UX/Web Strategy exclusively.
Brian is currently mastering the hard level on Guitar Hero, loves 80's hair metal rock and has met Gary Coleman and John Stamos twice each. He lives with his two cats named Valentine and Ender (after his favorite set of books, Enders Game), his dog named Franz and his childhood stuffed animal bunny that has gone unwashed for 30 years, his name is Jeremy.