Zappos Delivering Customer Satisfaction Essay - 1862 Words

Zappos: Delivering Customer Satisfaction Introduction The use of a corporate culture can allow companies the ability to differentiate themselves and establish a work environment that is attractive to the stakeholders particularly the employees of the company. A firm that has done a tremendous job of creating a unique workplace culture is Zappos. This report is based on answers to five major questions associated with the case study, Zappos: Delivering Happiness to Stakeholders. The case study shows how Zappos was able to build a competitive advantage by creating a unique fun culture that values employees and customer service. Analyze the manner in which Zappos leadership has fostered a culture of ethicalness in the company. Suggested two (2) actions that other companies can take in order to mimic this culture. The leadership of Zappos led by its CEO, Tony Hsieh, has been able to foster a culture of ethicalness within the company that is extremely unique and is providing the firm with a competitive advantage. The Zappos a leadership style focuses on a system that has decentralized decision making and empowerment of employees. For a decentralized decision making system to work there must be good communication between the managers and the employees (Narum Reichelstein, 1987). When dealing with customer problems the employee has free reign to deal with the issue in the best way he sees fit. The management of the company actively listens to the ideas of the employees. AShow MoreRelatedZappos : Delivering Consumer Satisfaction882 Words   |  4 PagesZappos: Delivering Consumer Satisfaction In the year 1999 â€Å"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, â€Å"Providing the absolute best customer service online not just in shoes, but also in any category† (p.478). Zappos believes the company successRead MoreHRM 520: Ethics and Advocacy for HR Pro978 Words   |  4 Pagesï » ¿Strayer University Zappos: Delivering Customer Satisfaction HRM520 Ethics and Advocacy for HR Pro By Susan Rivera Richards Submitted to Dr. James G. Ziegler, PH.D. Spring 2105 Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Suggest two (2) actions that other companies can take in order to mimic this culture. Many companies look at returns in a negative way but Zappos look at it as an opportunity. Companies need to lookRead MoreZappos Is A Service Company1214 Words   |  5 PagesZappos is a service company that sells products by a core competency focusing on accessible shopping via electronic commerce and effective customer interactions. Company revenue was spent to improve customer experiences at the cost of expensive and inefficient warehouse and product lengthy return windows. Zappos’ service quality emphasised, â€Å"the wow factor† to their customers, by under promising and over delivering with effective supply chain management. The company had a reliable website infrastructureRead MoreHolacracy and the Zappos Business Model1808 Words   |  8 Pages HOLACRACY AND THE ZAPPOS INC. BUSINESS MODEL Brenden Rush Rel 342 Excursus February 23, 2016 HOLACRACY AND THE ZAPPOS INC. BUSINESS MODEL Every business uses a model. Some have a loose business model where everyone kind of goes with the flow while others are more regimented. Some copy business models from competitors and some are innovators, developing their own business model from the ground up. There is no wrong or right way to run a business. Whatever works for the organization, its employeesRead MoreThe Culture After The Formation Of Zappos1264 Words   |  6 Pagesaccommodating to customers with hard-to-find sizes, including narrow and wide-width feet. In the same year, Tony Hsieh and Alfred Lin joined the team and changed the name to â€Å"Zappos† (similar to Spanish-term for shoes, â€Å"Zapatos†) with a vision of selling more than just shoes. Today, Zappos sells clothing, accessories, eyewear and more than 50,000 brands of footwear, yet their products are not the only focus of their reputation. Zappos is known for their unwavering commitment to customer service andRead MoreAssignment 2: Integ rating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile1435 Words   |  6 Pageslooking for a shoe chances are Zappos.com has them. There was finally a website customers could go and shop for the best shoes and have no trouble returning the shoes if it did not fit. The website started by Nick Swinmurn going into stores and actually taking pictures of shoes then selling them on the website (Eng, D. 2012). This was done by the company actually buying the inventory then selling it on the website. To make Zappos the online shoe giant, Swinmurn teamed up with investor Tony Hsieh who wasRead MoreIntegrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile941 Words   |  4 Pageswould 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 â€Å"Best Places in America to Work† (Koetsier, 2013) and has extended their organization’s reach by developing Zappos Insights, which allows other companies a deep lookRead MoreTransformational Leadership : A Positive Way1471 Words   |  6 PagesTransformational Leadership: A Positive Way to Lead â€Å"Delivering Happiness: A Path to Profits, Passion, and Purpose†, written by Tony Hsieh, the CEO of Zappos, an online shoe company, tells the story of how they grew from the ground, up to a well-known company. Hsieh is the perfect example of a transformational leader. The characteristics Tony Hsieh embodies are some of the many characteristics necessary to exemplify transformational leadership theory. Hsieh is a charismatic leader who has theRead MoreZappos2059 Words   |  9 PagesDelivering 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 HappinessRead MoreZappos Leadership Style1550 Words   |  7 Pagesbusiness no one else was doing, which inspired the online shoe store. Millions of customer’s know about Zappos. Zappos provides quick and solid service. Zappos is compliant with current technology and up on to date on current fashion trends. However, Zappos success starts from the top and from within. Element 1: Provide a brief paragraph background of the CEO. The CEO is Tony Hsieh. Zappos (2012) in 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold Link Exchange, the company he co-founded