Name: Ian Klassen
Title: Mobile Program Manager at Zappos.com (Related: Zappos Puts Best Foot Forward with New Mobile Strategy)
My crowning achievement is… Reading the positive feedback from customers. The team reads every comment!
What I’m working on now… Getting our Q3 initiatives started.
What problem I am solving by doing it… Disappointing our customers if we don’t have something fun and innovative for the holiday season.
I think the next big thing in online retail is… More realism when viewing and selecting products. It’s expensive to do, for now, but highly effective.
Cash is… Nice to have when you need to tip someone. (I live in Las Vegas.)
Merchant loyalty programs are… Good when done correctly, but really should be a part of the everyday business. The best customer is the one you have.
eCommerce is… Taking over brick-and-mortar.
Mobile commerce is… Becoming a growing part of eCommerce.
Social commerce will… Become an important part of mobile commerce.
The most important thing to consumers is… Trust.
Many new ventures in retail don’t cut it because… You learn from every failure, so it’s actually good that many new ventures don’t work. These are the same people who will rebuild, and, hopefully, do something great.
My mentor is/I’ve learned from my mentor… Zappos Customer Loyalty Team.
What I have learned… The Zappos Customer Loyalty Team is the gold standard at Zappos, and the Mobile Team strives to be as great. Call Zappos any time of day, and you will see how great they are.
Bio: As the Mobile Program Manager at Zappos.com, Ian oversees the day-to-day operations of the Zappos Mobile Team. He is responsible for Project/Program Management and Business Development. Ian joined the company in 2010. Prior to his work with Zappos, Ian served as a Senior Program Manager and Senior Project Manager for several international telecommunication and consulting companies, including Telus Communications, Inc. and Accenture. Ian received his M.B.A. in Management Information Systems and Marketing from Simon Fraser University in British Columbia, Canada.
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