Zappos Is An Online Store Launched By Nick Swinmurn Essay
714 Words Aug 18th, 2015 3 Pages
Zappos is an online store launched by Nick Swinmurn in 1999 offering footwear at bargain prices. Zappos has a consistent history of leveraging the inherent strengths in information technology to its advantages and create customer value at the same time.
Some of the core values at Zappos are Delivering WOW service, Embrace and drive change, Build open and honest relationships with communication, Retain customer through building customer loyalty etc (Hsieh, 2011).
The main purpose of Zappos.com is to relentlessly focus on customer service first, which is all about making customers happy and then over time put more and more emphasis on company culture, which is all about making employees happy (Hsieh, 2010)
1) The great customer service at Zappos increases costs -- free same-day shipping; extensive employee training; and so on. Do you think the company can reduce costs in other areas of operations to help offset these costs? Zappos can continue to provide the great customer service by reducing cost in other areas of operations which will help in offset the cost incurred on free same-day shipping; extensive employee training; and so on. Zappos offers extraordinary customer service which comes with its own cost which is far more than the traditional efforts for maintaining the customer relations. The operations can be streamlined to achieve efficiencies and also reduce cost of operations. Zappos can design a recruitment policy of “no job postings”…