Online Retailing Service Services At Zappos

They are more like a big family. At Zappos there are lots of fun activities to get the employees involved, like face painting, wacky parades, and gaming in the lounge on breaks. Employees have the freedom to dress causal and comfortable. The company ensures customer loyalty by closely training and mentoring their team, and at the end of training they offer their employees $3,000 to leave (most of whom do not except the offer after weighing the options). Besides their fun and supportive environment, Zappos offers their employees full health care benefits, free meals, and competitive salaries. Lastly, while many other companies have call centers located outside of the country, (in order to save money) Zappos call center is located in Loss Vegas. Phone calls are not timed or scripted, which gives the employees a chance to interact with the customers on a more personal

Kendall Jones, a leading Quality Testing and Release Manager in Raleigh fully understands that dealing with customer complaints can be difficult. There are very few people who actually enjoy dealing with upset or irate customers, but it occasionally happens in every industry. Jones says that handling customer complaints effectively is important to the long term health of any business. When a customer feels that their complaint has not been adequately addressed, they are likely to take their business elsewhere. Also, these unhappy customers are going to tell just about everyone they come across about the below par service they received from your company.

Delivery to a customer is a key component to retail business, whether online or in a store. Measuring delivery cost efficiency, the total cost of delivery from the stock(s) to the customers’ homes or to the desired store for pick-up is evaluated. The delivery cost is the key measurement for this metric. The

The press and our customers have noticed the organizations excellent customer service. A article states, “24/7 Customer, a leading Customer Lifecycle Management (CLM) solution provider helped Overstock.com to the # 2 slot in Customer Service among all U.S. retailers. Overstock.com has been rewarded for its exemplary customer service and continued level of excellence. 24/7 Customer has been providing online and chat support to Overstock.com for over four years announced today that it has once again earned the #2 spot in customer service rankings among all U.S. retailers, according to rankings published in the 2010” (Business, 2010). In addition to excellent customer service, another way that they attract customers is by offering a shipping price of $2.95 per order no matter what is ordered. Another main aspect of marketing is search engine marketing. “Over the last several years, Overstock has been competing for traffic with search sites such as Google, forcing Overstock to spend large sums on search engine marketing” (Stock, 2010). They have continued to invest money on search engine marketing to ensure that new customers are able to find them.

The most populace countries in the world, China and India, seem to be the two countries tapped into most for outsourcing. I’m pretty sure everyone has called into a call center at least once and reached some Indian person on the other end. The language barrier is evident. This has an impact on the level of quality service they can provide. “India appears to be a global business nightmare. People speak dozens of different languages throughout the country. Getting around is a challenge due to a terrible infrastructure. Foreign companies must deal with tight regulations on investment, slow bureaucratic culture, and the politics of family owned big- business. UPS delivery men, for example, must often ask for directions because there are no street numbers. (Williams, 2010). This is a perfect example of what is going on in foreign countries with which we are outsourcing business too. A bit scary if you ask me.

business has to offer, for an annual fee of $99 per years, a customer along with up to four household members can receive Free Two-day or Same-Day shipment on over 10,000 eligible items on the website. Besides that great benefit prime users can stream instant video, music, read eBooks and various other perks. This is a type of bundle pricing tactic the leads customer to purchase exclusively on the Amazon.com platform for everyday products. As deliberated in our textbook, “The purpose of bundle pricing is to induce the buyer to spend more than they would have if they had only bought one unit of the product, and thus increase the overall revenue of the firm.” (Douglas, 2012)

The threat of new entrants into the online shoe/apparel market is relatively small due to the fact that Zappos is such an established brand and has specialized their business model. It would be far too expensive for a new company to copy the characteristics of Zappos including their next day delivery and large overhead. The fact that Zappos was losing money initially illustrates this difficulty. Another issue that would create a high barrier to entry is Zappos commitment to the consumer through overnight shipping. Zappos stated that the overnight shipping caused them to leave their warehouses open for the entire day. Any other company would

Zappos family is put to value as a whole instead of being looked at as another associate. The core value for Zappos to its employee come from Zappos our 10 Core Values that are more than just words, they're a way of life. These Core Values continue to grow within the company and are as followed: 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create fun and a Little Weirdness 4. Be Adventurous, Creative and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More With Less 9. Be Passionate and Determined 10. Be Humble. With having these Core Value is actually having the idea of customer service knowing that Zappos is all about the customer and the reality is Zappo is all about the employee. The company takes great care of their employees that results great customer service that is all in the great hands of the company culture. Zappo doesn’t just look at their employee but is valued as an individual and that individual (employee) adds something to the company not just taking from that specific individual they’re potentially investing into every individual who works at Zappo’s. “Change. It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to

Zappos is acclaimed for setting the bar with regards to putting its clients first, supported and abetted by a connection with and upbeat workforce. The organization has apparently characterized the causal connection between a glad workforce and a similarly adjusted "reason with benefit" main concern. The organization's slogan and overall ethos is to "Delivery Wow" and since 1999, it possesses a great deal as such, serving a great many clients over the

All over the world competition on the decisions made by management with regards to make difference, as we all see technological changes and advancements in every sector of the world this also goes for the shipping industry. This access of the computers and Internet make much more the possibility of market for a business to get more consumers into their online stores. Many organizations are resorting to the big shipping companies in the market and this shows how the relationship between major online businesses and shipping companies is crucial. Since this businesses rely on shipping this should be the fundamental focus of any shipping business. This relationship should extend to consumers so they know whom to go for when they need to ship anything. Low pricing and quality service is critical to thrive within the shipping industry. Furthermore, the unions are crippling

Many companies look at returns in a negative way but Zappos look at it as an opportunity. Companies need to look at returns as a positive experience. The company says a customer have up to three hundred sixty days (360) for a full refund. Most companies do not offer any time of refund that far out. Majority companies offer up to thirty days (30). From my

Zappos is an online shoe and merchandise retailer that grew from a startup company in a San Francisco apartment to become a billion dollar company within a decade, while also being consistently ranked as one of the top companies to work for the past five (5) years. Zappos has 1,243 employees and had revenue of $2.2 billion in 2011. While the company cut 1,670 jobs in 2011, there was no voluntary turnover and more than 46,000 job applicants. (Vellota, 2013) This was accomplished by making good business decisions and adhering to a set of core values that everyone is expected to commit to. Amazon acquired Zappos in 2009 for $920 million, yet, it continues to operate independently to maintain their unique

Zappos is a risk taking organization where making mistakes is encouraged. You do not hear that too often, as we discussed in class mistakes are frown upon, at Apple the employees are sometimes beaten! At Zappos, call center workers are prompted to try new things to delight customers. Managers are asked to take their team members out of the office as a way to get them to think about their jobs differently and create stronger bonds. There main goal is to be

Company would like to think that it stands apart from the competition. The appropriate method is to create a product or service with sufficiently distinctive attributes.

Complaints also tell you that the customer still wants to do business with you —Most customers don’t complain — they just take their business elsewhere, because they’ve given up hope of getting what they need from you.