Case Study Essay

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CASE 10: Zappos—They Do It with Humor When Zappos CEO Tony Hsieh was the featured guest on The Colbert Report, host Stephen Colbert grilled him about the company's success and customer loyalty. Hsieh replied that it's Zappos's goal to deliver WOW" in every shoe or clothing box. The company is consistently ranked highly as one of Fortune's "Best Companies to Work For Amazon's Jelieoris liked Zappos so much he bought the company. Customers First Zappos's relentless pursuit of the ultimate customer experience is the stuff of legend. The company offers fast shipping at no cost and covers return shipping if you are dissatisfied for any reason at any time. The Zappos brand is less about a particular type of product and more about providing good…show more content…
Staffers blow horns and ring cowbells to greet participants in the 16 weekly Louis, and each department tries to offer a more outlandish welcome than the last the original idea was to add a little fun." Hsieh says, but it grew into a friendly competition as the next aisle said, 'We can do it better7 Those who want to learn Zappos's secrets without venturing to Las Vegas can subscribe to a members-only community that grants access to video interviews and chats with Zappos management. Ask nicely and the company will send you a free copy of their Zappos Family Cul-ture Book a compilation of employee's ideas about Zappos's mission and core values. Hsieh has his own tome, too—Delivering HaPPiriess. Bider 33uctiactat7 Hsieh's latest move to shake up the world of organization cultures is to embrace a fashion-forward concept called Holacracy. Trade-marked HolacracyOne, it is described as an approach that "replaces. today's top-down predict-and-control paradigm with a new way of achieving control by distributing power* In Zappos's holacracy, employees are partners and managers don't exist. Partners hold power distributed by the Holacracy Con-stitution. They constitutionally agree to things like creating and acting on projects to fulfill roles, tracking progress. helping one another, and spotting tensions indicating things could be better. When Zappos adopted Holacracy, Hsieh justified the shift this way: "There's the org chart on paper, and then the

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