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Industry Competition And Price Sensitive Customer Trend

Better Essays

Problem 1: Industry Competition and Price Sensitive Customer Trend

Zappos business strategy is to differentiate itself amongst similar businesses by offering an

unparalleled customer service creating a “WOW” experience for its customers. This

strategy is an integral part of the organizational culture and is one of its core values. Each

and every member of the company is trained in customer service irrespective of their

business function and is equipped to provide their organization, suppliers and customers

with superior service. With e-commerce being a viable business option after the Internet

boom, a large number of companies have cropped up in the last decade creating intense

competition to capture market share. Some …show more content…

The disadvantages are customer switching/loss of

sale and internal cannibalization.

Alternative 2: The current feature of customer rating and product feedback is insufficient

to gain a competitive advantage. Zappos can adopt a strategy of creating a customized

search engine in collaboration with Google or Bing and create a price comparison tool that

lets customers compare Zappos price with other retailers and competitors, similar to

Kayak. Zappos using this feature can highlight its superior service advantage by displaying

an all-inclusive price for the product including shipping charges as compared to an

additional shipping charge displayed by its competitor. Zappos can also offer the lowest

shipping cost in the industry separately and develop it as a competitive edge.

Alternative 3: Another strategy that can be used is to create a vertical site that offers

authentic used products for skiing, surfing, skateboarding, furniture, home décor, cars etc.

at a low cost. This strategy helps Zappos cater to a customer segments that are extremely

price conscious. Low- mid income level customers should be the target audience. Zappos

could create a profitable business by offering high quality used products at a low cost to

this segment of the market.

Problem 2:

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