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
Nurul Afriani ID:108081100005 CASE 9.2 Zappos: Making Human Resources the Key to Customer Service Introduction Zappos.com is an online shoe retailer that has built a strong brand and has shown impressive sales growth since its founding. Zappos’s formula for success is seemingly simple. It acquires customers through word-of-mouth and search engine marketing (SEM) and then surprise them with customer service that keeps them coming back. Why Shoes? Zappos was founded by Nick Swinmurn. At the first
you define Zappos’ target market, and how would you describe its strategy to serve this market? - Zappos’ target market would be mainly online shoppers. Although previously they would only be targeting customers in search of footwear, they recently expanded their product line to apparel, accessories and even home goods therefore expanding their target market significantly. The Zappos’ customer is not usually price sensitive and usually has a higher disposable income. 2. Has Zappos’ emphasis
that has become a gold standard for customer service and company culture. The paper will also analyze how Tony Hsieh's leadership style aligns with the culture, and examine his personal and organizational values. It will also examine how those values are likely to influence ethical behavior within the organization. Tony Hsieh: What Do People Do When They Are Leading Tony Hsieh got his start as the co-founder of Linkexchange, an online adverting company. At the age of 24 he sold LinkExchange, to
� PAGE * MERGEFORMAT �2��[Type the document title]�� Zappos Analysis FIVE FORCES _New Entrants_ 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
Zappos: Delivering Consumer Satisfaction In the year 1999 “Zappos” an online sales company was formed. A company formed from exhaustion and frustration, yet has stood the test of time. For almost a decade, the company’s structure, its core values, business ethics, style and goals are cutting-edge. Ferrell, O., Fraedrich, J., & Ferrell, L. (2013). Explained, “Providing the absolute best customer service online not just in shoes, but also in any category” (p.478). Zappos believes the company success
Zappos is an online shoe and clothing shop website, and the company is famous for its happy working environment and culture building in the business world. According to Jon Wolske (2014), the Chief Culture Officer of Zappos, stated that the reason why Zappos found culture so important is that more people kept ask how take their own approach to culture while the number of employees and customers increased quickly. Furthermore, the approach to culture helps Zappos drive the brand and service. According
organization you chose to research. Zappos was founded in 1999 during the dotcom boom by Nick Swinmurn [ (Twitchell, 2009) ] on a quest to buy a pair of sneakers at a local mall. It has grown in to a 1.2 billion dollar subsidiary of Amazon.com and a leading on-line provider of everything from shoes to couture handbags. They have done this with a simple motto: “Powered by Service”. Providing all of their customers with free (sometimes next day) shipping and returns, Zappos has invested in the power of
position. Imagine that there is a decline in the demand of product or services supplied by the selected organization. Determine what the change in culture would need to be in response to this situation. Zappos, which started as an on-line shoe retailer in 1999, has grown into a multi –million dollar company and expanded past simply selling shoes to selling accessories, handbags and other clothing items carrying over 1,136 brands (Zappos IP, 2013). It was named one of Fortune Magazine’s “Best Places
The Secret to a Success The Zappos organization, in my book, is considered scarce in the aspect of customer service. There are little to no company that can even compare to its outstanding and distinguish customer service that they provide. I will be discussing several aspects of the Zappos organization in this paper. Initially, I have dealt with numerous online organizations including small and well established ones, but their customer service paled in comparison to Zappos. For instance, the way the