Zappos is one of the world’s largest online shoe stores. It is not supervised that it has a fast growth because its special operation and management are so successful.
Zappos has three priorities: customer service, culture, and employee training and development. Zappos’ director of business development and brand marketing said that “I read about how Zappos is focused on customer service. It isn’t. It’s focused on company culture, which leads to customer service. We don’t talk about customer service; we allow it to happen on its own by having the right people.”
This company has perfect consumer services, such as a 365-return policy with free shipping, all days consumer phone lines, live online help, consumer product ratings etc. Even though these kinds of policies account for high costs of total revenue every year, it would improve the brand loyalty of customers and most of them will choose to buy shoes on “Zappos.com” instead of the other websites like Amazon. Consumer relationship is one of the most essential competitive advantages of a company, so Zappos has already been more successful than its competitors.
Organizational Culture and Human Resources Management is also an important part of Zappos. Britnee B., an employee since 2008, wrote, “Every day when I come to work, I am overwhelmed with the genuine smiles and happy spirits of my Zappos family.” Being an employee of Zappos, there are so many subsidies offered to them, such as free meals, snacks and drinks, 100% free medical insurance, regular parties, free-style offices allowed etc. Therefore, CSR would be improved and its workforce has high motivation to provide high quality consumer services.
In conclusion, I think the core ideas of Zappos are that “treat employees as consumers” and “treat consumers as God”.
References:
Pictures:
Book Review: Delivering Happiness by Zappos’s Tony Hsieh
strategy+business: At Zappos, Culture Pays
Words:
Book Review: Delivering Happiness by Zappos’s Tony Hsieh
strategy+business: At Zappos, Culture Pays