Zappos Case Study - 945 Words

V-236 2/12/14 Case 1 Zappos has 10 different commandments that they abide by on the everyday basis. There are two commandments that stand out in my opinion that would influence the way employees do their work. Be adventures, creative and open minded. Giving the employees the ability to take risk when doing their normal day task. For example, the call center workers are promoted to try new things to make the customers feel delighted and appreciated. Where as some jobs that offer a call center have their employees on a scripted dialogue, almost making them sound like robots. I think Zappos has faith in there employment by giving the employees an encouragement to make misstates because they are only going to learn from them.†¦show more content†¦Everyone in the whole company goes through this training regardless of what your rank is and what you do for the company, its mandatory. Then at the end of the four-week training process the whole class is given an offer for $2000 to quit. This whole process of two interviews and training helps Zappos maintain their culture. The right culture with the right values will always produce the best organizational performance. I agree 100% with this statement. There are three things that culture implies; perception, descriptive, and the different backgrounds that individuals have, which are the shared aspect of culture. The perception defines what the employees experience in the work place and how they are treated. If the employees are treated fair and are encouraged to reach new heights with no fear of making a mistake, then in my opinion they would actually try harder. The descriptive implies how the employees feel about the culture of the company, not if they agree with it or not. So if companies have a welcoming environment more people will be intrigued to work for a company with strong cultural values. Getting together the right people for the culture that you want your company to retain is critical. Having the employees in a state of mind where they are comfortable to express themselves while meeting there goals would make any business perform at its best. Other companies could learn a lot from Tony HsiehShow MoreRelatedZappos Case Study751 Words   |  4 PagesQ1. Why would Zappos benefit from the implementation of a CRM system? Zappos would benefit from the implementation of a CRM system, because their customers are already at the heart of their business. They encourage their customers to have direct communication and interaction with the call center agents, averaging 5,000 calls a day. †Customer relationship management (CRM) is a means of managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retentionRead MoreZappos Case Study802 Words   |  4 PagesZappos Case Study 1. Draw and describe the customer benefit t package that Zappos provides. Identify and describe one primary value creation, one support, and one general management Process you might encounter at Zippos. The customer benefit package Zappos provided to their customers is the† Deliver Wow through Service† for customers who ever order from Zappos , and they also provide free shipping in both directions for all their purchases and they often give customers free upgrade surpriseRead MoreZappos Case Study1668 Words   |  7 PagesIntroduction Zappos (the Company) is an online shoe retailer that started its business in 1999. The Company later expanded and increased the variety of the products it sells by adding clothing, beauty products, and housewares product lines. Additionally, the Company created a brick and mortar storefront to expand the business from online only and increase sales. The Zappos Customer Loyalty Team Case Study emphasizes the customer service department and the drop ship method. The management of Zappos tookRead MoreZappos Case Study1677 Words   |  7 PagesIntroduction Zappos is an online shoe retailer that started its business in the year 1999. The company later expanded and increased the variety of the products of its business by adding clothing, beauty products, and housewares. The Zappos Customer Loyalty Team Case Study emphasizes on the customer service department and the initial focus the drop ship method. The company also created a brick and mortar storefront to expand the business from online only and increase sales. The management of Zappos tookRead MoreZappos Case Study2082 Words   |  9 PagesCompany Profile Zappos started out by selling shoes online to become the world’s largest online retailer of shoes. Subsequently, in their quest to boost sales, they moved beyond footwear to become an E-tailer that sells ‘anything and everything’. Since its founding, sales have grown exponentially from US$1.6 million in 2000 to US$1B in 2008 (Exhibit 1.). This strong growth was dependent on a strong and loyal customer base, which in turn was dependent on employees who were passionate about and tookRead MoreZappos Case Study1578 Words   |  7 PagesZappos is an online retail company that started in 1999 with one goal of aiming to list the various locations of footwear in a centralized online location for buyers to have easy access of product browsing and purchasing. Gradually, the company moved into selling items themselves, starting with shoes and later with the expansion and incorporation of other items. Today, they are known as one of the biggest online retailers and they are most distinguished from their competitors based on their reputationRead MoreZappos Case Study1923 Words   |  8 PagesZappos is an online shoe retailer that started its business in the year 1999. Later, the company had expanded its business to inclu de the beauty products, clothing and even the housewares within its leading e-commerce website. This case emphasizes on the customer service department of Zappos Company and initially the business focused only on the drop ship method. Eventually, the company also increased the variety of the products. The company had also created a bricks and mortar storefront to expandRead MoreZappos Case Study1378 Words   |  6 PagesZappos to most consumers is a well-known online retailer that started out by carrying in stock only footwear at the time; yet today, both their name and products has extended beyond what one could have imagined it would become. Nick Swinmurn founded Shoesite.com in 1998 and later changed its name to Zappos in 1999; during that year Tony Hsieh came on board as an investor and then became co-CEO in 2001 along with Swinmurn, who eventually left the company after a while (Warrick, Milliman, and FergusonRead MoreZappos Case Study1920 Words   |  8 PagesZappos is an on line shoes retailer that started its business in the year 1999. Later on the company had expanded its business to include the beauty products, clothing and even the housewares within its leading e-commerce website. This case emphasizes on the customer service department of Zappos Company and initially the business focused only on the drop ship method. Later on the company also increased the variety of the products. The company had also created a bricks and mortar storefront to expandRead MoreZappo ¬Ã‚ ¥s Case Study1334 Words   |  6 Pagesyou go buy the same product on a store. Once the risk has been stabilize, zappos creates value by providing an easier shopping experience where customer can go thru an online catalogue and buy from home. Retention By excellence in customer service, clients are constantly in a delight stage bringing high satisfaction levels since they receive way more than what they would expect from any other company and even from zappos itself! Client service and returned policies have created several switching