A Case Study Of Zappos, Inc.

Able to diversify its product range to meet market demand including women’s wear, men’s wear, accessories and home wares.

Zappos is an online shoes retailer that started its business in the year 1999. Later on the company had expanded its business to include the beauty products, clothing and even the housewares within its leading e-commerce website. This case emphasizes on the customer service department of Zappos Company and initially the business focused only on the drop ship method. Later on the company also increased the variety of the products. The company had also created a bricks and mortar storefront to expand the business and increase the sales of the business.

The owners of Zappos did an amazing job coming up with the idea of selling shoes to from online. There was a market that was created by Zappos. Zappos has been able to continue to grow due the advancing in technology that has made it must easier for customer to shop online. A lot of people know what kind of shoes they like and what size shoes they wear. If a customer does need a product in the next few days and can be patient then Zappos is a great store for that customer. Zappos makes it very easy for the customer because of it policies and customer service. Zappos offers free shipping. Zappos also give

The company now aims for a “seamless” shopping experience across all sales channels, whether mail order, online, or in-store.

Founded in 1999 by Nick Swinmurn, Zappos.com, initially named ShoeSite.com, has grown from an inventory-less, “drop-ship” shoe sales website that connected customer orders with shoe suppliers to an Internet shoe mega-retailer that recorded a reported $2.1 billion in revenue in

They are one of the few retailers that sell such high-end products in the whole of

products, have attracted a lot of customers throughout the world. The company has a huge

Zappos has tackled some serious challenges, handling them with quickness, strength, and accuracy. The first was the 2008 Layoff. Due to the economic times, Zappos had to lay off 8% of their cherished employees. This was a hard choice as the company treasured every staff member. They were straightforward and open about their financial circumstances and the employees fathomed why they needed to take these actions. Employees who were laid off received six months of COBRA health insurance coverage, paid for by the company. The second ethical challenge was the union with Amazon in 2009. Customers were puzzled on why Zappos had decided to join with Amazon. Instead of leaving their devoted customers speculating, they openly articulated the circumstances. Tony Hsieh shared the motives on why Zappos made this decision, guaranteeing that is was to the advantage of the customers. The existing board of directors did not want the company to focus on their clients but to alter attention entirely to product sales. Hsieh did not want to abandon the customer-centric model that Zappos was originated upon, and decided he must take action. In order to buy out the board, Zappos needed to come together with Amazon, a company that not only accepted but endorsed their value to customers. In the end, Zappos and its customers benefitted from the unification. Soon after, the company faced some of its major challenge concerning technical

Asos’ has widely selection of products that are considered to be consumer products, classified as shopping products, due to their higher prices, selective distribution, less frequent purchases and more shopping effort. Their core product is the purchase of esteem as well as respect and recognition , in forms of clothing in a wide variety in an online hub, right at your fingertips. This makes them gain brand equity in form of differentiation, as Asos has the largest product assortment of different brands online . Asos also does a great job by gaining brand equity by offering relevant services in their augmented product and service mix in form of free

Zappos has created a very structural attractive company. There is a lot of room for growth with the recent purchase by Amazon.

Easy visibility of the company and recognition of its brand name, due to unparalleled marketing strategies

The organizational structure of Zappos.com is revered as one of Americas’ most innovative corporate cultures. The unique structure of this company has been so successful that they have a department for business-to-business consultations that assist other companies interested in adopting the model into their own organization. From a struggling start-up business to a $1.2 billion merger with Amazon.com, the company has remained true to its value of “delivering WOW through service” not only to its customers but also to its employees as well. Although there are hierarchical levels, there is a

Quick response of Zara leads it to be successful in the fashion clothing industry. Zara adopts international strategy for its operation. With vertical integration, it benefits Zara in cost aspect, however, it involves some risks. Due to our anaylysis on Zara’s operations, some of the recommendations are made to facilitate its further improvements.

Unfortunately, many online retailers have begun to catch up with many of these core competencies. The concepts of next-day delivery and “above and beyond” customer service are no longer the “WOW” factors that they may have been five years ago. However, the relationships that make up “Powered by Zappos” are tough to beat and give the company a competitive advantage through its supply web. At the time of this case, Zappos still holds the niche of being an online shoe expert, but companies

Despite the degree of success that ASOS was able to achieve over the years of