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Zappos Case Study

Autor:   •  April 12, 2011  •  Case Study  •  688 Words (3 Pages)  •  1,601 Views

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Zappos is not just an e-commerce website that sells American shoes but it's a brand that has based all its positioning and its values on customer service. The customer service is not the main priority or strategy but the Zappos' values. That's why the brand signature is also changed from "The web's most popular shoe store" to "Powered by service".

To achieve its promise of exceptional service, Zappos has raised the maximum level of trust in employees and customers (implied acceptable to the company's profitability). This success is largely based on "word of mouth" and loyalty; these two elements are born from the famous shopping experience in which Zappos puts all his energy. So, following some examples about Zappos's position:

.The policy of shipping and free product returns.

.The length of possible return (365 days).

.The product are always physically in stock (not over-promise)

.The warehouse is open every day (to process and ship the order overnight sometimes and surprise the customer.

.The customer service is open 7/7 24/24.

.A order channel by phone (5000 calls per day) outsized:

-No scripts operators

-If the product is missing from Zappos, the customer is directed to a competitor

-No time limited appeal

-Choice of sales effort or action by the operator if a problem (i.e. a bouquet of flowers)

The objective of Zappo is to control the 3 C (Customer, Culture, and Customer Service). That's why Zappos' CEO, Tony Hsieh, is so maniacally focused on the company's culture. As we can see with the Zappos family core values:

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

Its importance to have a strong employee's culture, like a cultural book or the possibility for each employee to decorate his office


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