Executive summary: This paper includes a study about Zappos Online Retailer Company. The purpose of this study is to do a detailed analysis of the current situation of this company and the service issues that they are facing in order to find solution to reach their goals. This paper starts by the introduction and the background of Zappos company following with a SWOT analysis of their current situation, it also includes the service marketing mix strategy that they are adopting. It also covers some
by striving to provide shoppers with the best possible service and selection, with gross merchandise sales exceeding $1 billion annually. Zappos’ company culture delivers happiness. Zappos’ CEO says, “It’s a brand about happiness, whether to customers or employees or even vendors.” Zappos’ zany corporate culture and focus on customer satisfaction has made it both successful and a model for other companies. In 2010, Amazon bought the company for $1.2 billion. Although Hsieh had rejected an offer from
was founded in the year 1999 by Nick Swinmurn in order to address the problems faced by shoe retailers. Since the start of the company, it has continued to grow and sustain high quality to wow its customers. Zappos is now the main leading online shoe store which generates sustainable competitive advantage with the use of its resources. Competitive strategy is how a company competes within a particular industry or market. Resource Based View (RBV) states that sustained competitive advantage is derived
edu Zappos: Delivering Happiness to Stakeholders INTRODUCTION Can a company focused on happiness be successful? Zappos, an online retailer, is proving that it can. The company’s revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. Tony Hsieh, Zappos’ CEO says, “It’s a brand about happiness, whether to customers or employees or even vendors.” Zappos’ zany corporate culture and focus on customer satisfaction has made it both successful and a model for other companies. This
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
Zappos’ primary selling base is shoes, which accounts for about 80% of its business. There are currently about 50,000 varieties of shoes sold in the Zappos store, from brands like Nike, Ugg boots, ALDO Shoes, and Steve Madden heels. They also serve the niche shoe markets, including narrow and wide widths, hard-to-find sizes, American-made shoes, and vegan shoes. In 2004, they launched a second line of high-end shoes called Zappos Couture. In 2007, Zappos expanded their inventory to include clothing
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
RBV-based analysis with Zappos Introduction: Zappos, as the first and the world’s largest online shoes retailer, has developed a high quality experience and delivered “wow” to customers. It has established a strong relationship with customer and stick to bring the store to the customer’s home. It has used less twenty yeas to become a profitable company holding an outstanding reputation for customer service and its employee are passionately engage in their works. In this paper, I aimed to analyze
friendly, and professional customer services. Having established a strong foundation in customer relations, Zappos shifts its attention to other opportunities and challenges. In the effort to reduce inefficiency, Zappos needs to concentrate on improving its supply-chain to cut cost. Zappos faced a challenge when the financial market collapsed and economic slowdown began to influence its customers’ overall behavior. Many challenges arise and need to be resolve before Zappos can expand internationally. After
52-620-325 December 4, 2014 Abstract This study examines how a focus on culture and customer service can be used as a tool for corporate strategy in order help drive the business towards success. For this study I chose Zappos as an example of a company that has flourished as the economy was struggling by focusing their resources towards creating a culture that would produce and deliver excellent service. Zappos has what they call their 10 “Family Core Values” which they develop their culture, brand