Over the past decade, there have been multiple examples of failures in management and poor decisions made by top level managements: like Microsoft’s takeover of Nokia and Samsungs poor product quality check with the Samsung Galaxy pro blowing up. But the one company that stands out to be an inspiration in organizational structure and employee as well as customer satisfaction, is Zappos.
Zappos, started by Tony Hsieh back in 2000, run with t
he dying funds he earned by selling LinkExchange to Microsoft for $265 million, has transformed into a success story acquired by Amazon in 2009 for $1.2 billion. While most companies have been cutting costs by outsourcing their customer service to call centers in countries like India where cheap labor would be available, Tony held customer service as top priority to help customers connect to the brand.
It’s so great to see how the employees are so tight and work so happily together. From an on-site library for employees to read, to a $2000 offer to quit, to the Zappos culture book that each new employee is given describing the ethos of Zappos, really builds a family-team relationship amongst the employees and makes them feel like a part of a bigger community and strengthens company loyalty.
It’s extremely rare to see such dedication to employee and customer satisfaction and well it’s probably the secret to Zappos success and the passion in its employees. An organization where the employees are motivated and satisfied with their job, is most likely to have happier customers, proof: Zappos.
Fun fact: A customer once needed help to find a pizza place to deliver post mid-night, and as you’d expect, the customer rep actually located a pizza place nearby.
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References:
http://money.usnews.com/money/articles/2010/08/10/the-secrets-to-zappos-success
