Zappos Case Study

Register to read the introduction… From its beginning, everyone in the entire organization was expected to use Twitter for communications within the company. When the CEO saw that it helped people connect at a more personal level, he began to encourage everyone to use Twitter to create a more interactive customer community. Customers could send a tweet to Zappos from most of the web pages on firm’s Web site. The employees also used blogs to interact with customers. As its business grew, the firm opened more web sites, including Couture.zappos.com, Outdoor.zappos.com, Rideshop.zappos.com, Running.zappos.com, Blogs.zappos.com. [Note: Students should visit at least one Zappos Web site and assess its quality in terms of content, design, and functionality.]

Worker Retention

In most retailing companies, employee turnover was generally high. Zappos had a unique way of dealing with the problem. New employees went through an intensive four-week training program, immersing them in the company's culture, strategy, and processes. After a week or so into this training program, the firm proposed what was known at Zappos as "The Offer" to its new employees. The firm offered to pay its newest employees money if they chose to …show more content…
First among these was that the employees were encouraged to create a fun atmosphere at work. For example, the staff could dress in funny costumes. They could bring their pets to work and organize entertaining events during office hours. All these activities were intended to maintain a creative and open atmosphere in the work place, and a sense of “coolness.” For his part, Swinmurn was very much part of this fun culture, communicating with the company via blogs and Twitter. Overall Zappos’ corporate culture celebrated and embraced diversity and each worker’s individuality. Even with all the fun, the firm achieved considerable business