Image: Zappos, an online shoe retailer
When it comes to customer service, Zappos is certainly measured at the upper end of the industry spectrum. Branding itself as customer focused, the online shoe platform has exceeded and surpassed many of their buyer’s expectations in providing efficient quality service as conferred in the Entrepreneur. By differentiating themselves within the Omni-channel industry, I believe that Zappos has collectively established an organizational behaviour that incorporates a set of strong core morals and reflects on the corporation’s visions of shared value. Having had experience with customer service, I can definitely agree with the fact that dealing with customers on a day-to-day basis can be quite overwhelming and exhausting. I find it fascinating that along with an intensive customer-loyalty training program, there is such a vast amount of responsibility distribution amongst their employees. One of the main concepts that truly resonated with me, was the idea of offering the $2000 incentive compensation. Although incorporating these initiatives of providing employee benefits can be quite costly, I believe that by establishing strong operations and relationships within a company, this can benefit the entire entity for success. I propose that by providing an overall positive work environment, this brings excitement back into the workforce and allows employees to thrive, prosper and ultimately enjoy doing what they do. Business has become much more than merely making a profit. We can now consider the company culture of a cohesive, supportive and driven workforce that is essential, and from there, profit can progress.
