In Jackson Wu’s blog, he said Zappos has tapped into the best of both worlds: Satisfaction on employees, satisfaction on customers. I totally agree with him that Zappos has a very unique business model and that it treats its employees in a very unique style as well. Zappos trains its potential employees rigorously and it makes sure that they are passionate towards the company. Zappos also provides an energetic environment for the employees to work in. For its customers, Zappos provides free shipping and full refund on returns if customers are not satisfied with the product. Hsieh, CEO of Zappos, has really built Zappos’ culture in that it benefits both Zappos’ employees and customers.
Employees’ working environment in Zappos is very energetic and spirited; while it suits some people, some people might not like the way the company works. Some customers might not like the way the employees talk over the phone. But all in all, it is really hard to satisfy 100% of people. I think Zappos did a great job in both providing an excellent working environment for its employees and satisfying the majority of customers with its excellent service and the Customer Loyalty Team.
Tony Hsieh, CEO of Zappos
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