Here is the article:
http://www.newyorker.com/reporting/2009/09/14/090914fa_fact_jacobs?currentPage=all
Question...
How has Zappos positioned themselves?
How has it been successful?
Is there anything unusual about their business?
What can be learned from their example?
Zappos has positioned themselves as the dominant online shoe retailer and in 2008 they grossed over a billion dollars. Zappos was purchased by amazon for over 700 million dollars by amazon.com. amazon left the core structure of Zappos in tack and they have continued to succeed. Zappos has been successful due to an excellent customer service loyalty team. They prominently display a toll-free customer-service phone number with no limits on call times. Their customer service calls frequently turn into therapy sessions. Zappos also has a 365 day return policy to help add to customer satisfaction. Zappos is incredibely unusual with very new age and liberal ways of running the company. The CEO of their customer loyalty team Tony Hsieh, has earned a zealous following by imposing an ethos of live human connection on the chilly, anonymous bazaar of the Internet. He talks about being the architect of a movement to spread happiness, or "Zappiness," via three "C"s: clothing, customer service, and company culture. They have unusual core values like 1. Deliver WOW Through Service
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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 W
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Zappos is dedicated to service through any means necessary and that values fun and unconventional personalities on the job.
I think that other companies can learn through zappos that great customer service combined with this happy environment for employees is a win win situation. Happy customers plus happy employees equals profit.