Zappos - 2059 Words

Delivering Happiness Final Paper 8/22/2012 Zappos, an online retailer, is proving that an unfamiliar approach to business can also help grow revenue. Zappos revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. How can a company focused on happiness be successful? Zappos corporate culture and focus on customer satisfaction has made it both successful and a model for other companies. Zappos focus on stakeholder happiness contributed to its success. Tony Hseih in his book Delivering Happiness says, â€Å"It’s a brand about happiness, whether to customers or employees or even vendors† (Delivering Happiness) In 2000, entrepreneur Tony Hsieh became the company’s CEO. Hsieh was 26 at the time and surprisingly was not sold on the†¦show more content†¦As the world and business tends to evolve, now more rapidly then ever, the company is able to stay ahead by driving the change and evolving faster then the competition. Changing and service are not the only keys to success as the third core valu e is to â€Å"create fun and a little weirdness†. This is another driving force that Zappo possesses that differentiates itself from other companies. The company culture embraces fun and humor. Zappos strives to have a unique and memorable personality. There company culture is what makes it successful, and they believe that embracing their diversity and each person’s individuality will help with creativity. Through this culture a positive result has been the support of people to â€Å"think outside the box†. When you are combining weirdness and having a little fun at work, it is a win- win for everyone. Employees are more engaged in the work that they do, and the company as a whole becomes more innovative. 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 thin gs 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 beShow MoreRelatedZappos5472 Words   |  22 Pages University of New Mexico http://danielsethics.mgt.unm.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, â€Å"It’s a brand about happiness, whether to customers or employees or even vendors.† Zappos’ zany corporate culture and focus on customer satisfaction has madeRead MoreZappos2964 Words   |  12 PagesZappos | Strategic marketing Assignment 2 Develop marketing strategy | | Tutor name: Bronwyn HIGGSTutorial Time: Wednesday 10am-11amTeam member:Geyang Chen (355513) | Xiaofei Meng(387415) | Sitong Liu (387468) | | | Contents 1.0 Executive Summary 2 2.0 Marketing Objectives 2 3.0 High-level Strategic Alternatives 3 4.0 Marketing mix strategies 5 4Read MoreZappos2233 Words   |  9 Pagesshopping experience. The Zappos family currently staffs over 2,050 people. Their fulfillment center stocks more than 3 million shoes from over 1,136 brands, and it is complemented by a 24/7 customer service center located at the headquarters in Henderson, Nevada. Zappos offers free shipping on both orders and returns and a 365-day return policy. Clearly, their customer-first approach is working, since 75% of their customers are repeat buyers. Zappos’s Background In 1999, Zappos founder Nick SwinmurnRead MoreZappos612 Words   |  3 PagesManagement Zappos Case Study 1. Draw and describe the customer benefit package that Zappos provides. The customer benefit package the Zappos Company provides to their customers is the â€Å"Wow Delivery Service† this type of customer service adds taste to consumer satisfaction, particularly when it comes to buying Zappos products online ( Buur, J., T. Binder, et al. 2000). Delivery service was designed to ensure that consumer purchases were appreciated. One service that Zappos provides toRead MoreZappos755 Words   |  4 Pages1. The original business model for Zappos was the drop ship model which is being the middle man (Brady, 2010). The easiest way to think about a drop ship business model is to think about your own retail web based or mail order business. In many ways they work the same. An order with payment comes in, is processed and then shipped to the purchaser. In both your retail environment and in the drop ship environment, the person receiving the package is your customer. The only difference to the customerRead MoreZappos, The Chief Culture Officer Of Zappo s1128 Words   |  5 PagesZappos 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. AccordingRead MoreZappos Swot2308 Words   |  10 Pagesin online apparel and footwear sales 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, â€Å"It’s a brand about happiness, whether to customers or employees or even vendors.† Zappos’ zany corporate culture and focus on customer sat isfaction has made it both successful and a model for other companies. In 2010, Amazon bought the company for $1.2 billion. AlthoughRead MoreZappos Delivering2198 Words   |  9 PagesCase Study 3: Zappos: Delivering Customer Satisfaction Ruby Holmes Strayer University Ethics and Advocacy for Human Resource Professional (HRM 522) June 7, 2015 Dr. Leslie Wills Case Study 3: Zappos: Delivering Customer Satisfaction 1. [Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Zappos was able to capture the uniqueness of talented individuals by cultivating a craving to welcome an enhanceRead MoreZappos Objectives978 Words   |  4 Pagesto meet the goals and objectives established by the company. Employees always have in their mind that the customer is first, no matter what. Works Cited O Brien, Jeffrey M. Zappos Knows How To Kick It. (Cover Story). Fortune 159.2 (2009): 54-60. Business Source Complete. Web. 26 Feb. 2013. Richards, Dick. At Zappos, Culture Pays. Strategy Business. Booz Company, 24 Aug 2010. Web. 26 Feb 2013. . Read MoreZappos Case Study751 Words   |  4 PagesQ1. Why would Zappos benefit from the implementation of a CRM system? Zappos would benefit from the implementation of a CRM system, because their customers are already at the heart of their business. They encourage their customers to have direct communication and interaction with the call center agents, averaging 5,000 calls a day. †Customer relationship management (CRM) is a means of managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention