Customer Service Case Study: Zappos
Zappos which began as an online retailer that only sold shoes, who had a wide variety of colors, sizes, styles and brands, had become one of the online retail moguls of its time. It has expanded into selling everything from “shoes, handbags, eyewear, watches, and accessories”, (Noe, © 2013), which account for 30% of all online sales. When Zappos CEO, Tony Heish, had ideas and plans for the company he knew that he wanted a strong customer oriented company and one that had a strong and loyal company mission and value. He put his belief and everyone who joined the company’s belief into ten core values:
1. “Deliver WOW Through Service
2. Embrace and Drive Change
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 with Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble” (Noe, © 2013)
These ten core values are what have shaped the company through their customer base and even the company’s culture and how they hire employees and treat them. Some challenges that Zappos may face that can derail its attempt to be the best online retailer is the competition in the retail industry could be a big inhibitor to the aspirations of Zappos. The pressures of internet and online retailing have relatively low barriers for entry so this could be an added pressure for Zappos. Human resource management practices that align with its strategic objectives to be the best online retailer include strategic staffing practices, and effective training and development of their customer service employees. I believe that training and development can influence #4, Be adventurous, creative and open-ended the most of Zappos ten core values because if someone is applying to work there, I hope they know first what the company is about and the core values are and they are a creative, adventurous open-minded person
1. “Deliver WOW Through Service
2. Embrace and Drive Change
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 with Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble” (Noe, © 2013)
These ten core values are what have shaped the company through their customer base and even the company’s culture and how they hire employees and treat them. Some challenges that Zappos may face that can derail its attempt to be the best online retailer is the competition in the retail industry could be a big inhibitor to the aspirations of Zappos. The pressures of internet and online retailing have relatively low barriers for entry so this could be an added pressure for Zappos. Human resource management practices that align with its strategic objectives to be the best online retailer include strategic staffing practices, and effective training and development of their customer service employees. I believe that training and development can influence #4, Be adventurous, creative and open-ended the most of Zappos ten core values because if someone is applying to work there, I hope they know first what the company is about and the core values are and they are a creative, adventurous open-minded person
Cited: (2014, JUNE 30). Retrieved from http://www.zappos.com/: http://www.zappos.com/ Noe, R. (© 2013). Employee Trainee and Developmentt. In R. Noe, Employee Training & Development, 6th Edition (p. Pages: 544). McGraw-Hill Higher Education. sh8. (n.d.). Retrieved June june, shipping and returntns, from zappos.com: j Tony Heish. (2914, June 30). www.Zappos.com. Retrieved from http://www.zappos.com/