Zappos : A Unique Culture

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Zappos was founded by Nick Swinmurn in 1999. The company was originally called ShoeSite. Later in 1999, Swinmurn recruited Tony Hseih and Alfred Lin as investors in the company. The company’s name was later changed to Zappos, and Tony Hseih became co-CEO with Nick Swinmurm.[1] The goal of Zappos was to meet the demands of customers by offering great selections in sizes, brands and colors. In meeting the demands of its customers by ensuring that all aspects of the company, including culture, customer service, inventory management and recruiting, were properly managed, the company soared in sales and was profitable with net sales of about $650 million in 2008. [2] “Zappos has a unique culture which stresses the following ; Delivering WOW through service, Embracing and driving change, Creating fun and a little weirdness, Being adventurous, creative and open-minded, Pursuing growth and learning, Building open and honest relationships with communication, Building a positive team and family spirit, Doing more with less, Being passionate and determined and Being humble.” [3] Customer service management (CRM) is how an organization manages all aspects of a customer’s relationship with a company. “CRM allows an organization to gain insights into customers’ shopping and buying behaviors. Every time a customer communicates with a company, the firm has the chance to build a trusting relationship with that particular customer” [3] In “delivering WOW through service”, Zappos provides
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