Zappo is a company that sells shoes and clothing online with word of mouth a key driver of business. Even though most people would not choose to buy shoes online, Zappos has a surprisingly high level of customer base. This is mainly due to its high quality service and its healthy company culture.

Zappo emphasize huge on it’s customer service. It aims to provide customers with “the WOW through service”. Unlike many other companies, Zappo has invested huge on it’s IT, including it’s homepage, and the online transaction service. Besides, the company offers toll-free customer-service. Customers can call the company and report any problem they have and can count on the company to solve the problem. I am personally quite impressed by their call centre. Their employees are working in a live and comfortable environment with their offices decorated in all kinds of accessories. They are truly passionate for their jobs in Zappos and the whole company is like a big family. With this healthy culture, they are able to offer a much better customer services.

Zappos’ customer service shows how important the organization culture and human resources management are to a company. “Culture is how organizations ‘do things’.” (Robbie Katanga). With the employees and customers being satisfied about the company, Zappo is able to work actively and efficiently.

Resources:

Zappos: http://www.zappos.com/shoes

The Australian: Jon Wolske tells how Zappos put the WOW into its corporate culture

The New Yorker: Happy feet