Zappos is an online shoe and clothing shop, and is the company we focused on in lecture 19 for COMM 101. One of the word that came up was “organization culture”. I think organization culture means, the attitudes of the employers to the employees, and how that reflects the general atmosphere of the company. Zappos has a great organizational culture. There are no hierarchy, the CEO is working with other workers with the same desk, they have parties and free food. Zappos’s workplace is very different from usual companies, however that maybe the reason the employees and the CEO have such a strong teamwork.
Zappos is known for a great customer service as well. One of the examples faced was the customer service done in phones. The mandatory 4 week training for all of the people who answers the phone to the customers leads to good impression of the company, which will then allow the customers to spread the positive word of mouth. I think this is one of the marketing strategies that uses the purchase funnel. The customer who had a good customer service will definitely use Zappos again, and that person can later on bring more customers. This is definitely a win-win.
Purchase Funnel seen in lecture 11.
Looking at Zappos, it made me realize how the environment of the company can change how people can work more efficiently, which then leads to more income. In the short term, all of the parties and free food may cost a lot, however, if this is looked at in a long term, it will bring a lot of income to the company later on.
