Zappos is the most popular online shoe store, which became very successful by providing the best consumer services. The service allows consumers to return shoes at anytime. Moreover, employees are required to provide unlimited time on phone calls, in order to guarantee that consumers are satisfied by Zappos’ unique service. It is worth to mention that the company not only provides the best services to their consumers, but also brings several irresistible benefits to the employees. For instance, the company covers the employees’ medical insurance fully; provides them free snacks and drinks within the office, and pays new employees to quit. The benefits completely explain why their employees are always passionate with their jobs and are friendly to every call-in consumer. Providing benefits to their employees is an efficient way to motivate them to preform better, as well as acknowledging the value of the employees. However, operating a company with such a powerful service system may lead people to think that the operating fee exceeds the profit. But I think it is worthy for Zappos to do so because of the increasing job satisfaction and the quality of the services provided to consumers.
(image form: http://bits.blogs.nytimes.com/2009/07/28/behind-the-scenes-of-the-amazon-zappos-deal/?_r=0)