Zappos.Com - the Buying Process
Kathy A. Curry
Module 3, Assignment 2: LASA 1—The Buying Process
Zappos.com
March 27, 2013
The product/service I have utilized many times is Zappos.com. I have purchased countless pairs of shoes from one of the largest/original online site offering a variety of shoes. Although Zappos currently has a vast line of products, when I began purchasing from them, they were basically a seller of shoes. As with market growth in all aspects of life, Zappos.com has become a seller of many fashion products including: shoes, handbags, accessories, clothing, etc., all associated with the things that create the total look of dressing oneself. But Zappos has gone a step further and added a host of products including home goods, beauty products, and accessories making the once small online shoe store an e-commerce powerhouse.
Zappos has enjoyed a sound reputation for many years with its customer friendly environment, user-friendly site and customer driven buying process. Utilizing Zappos is quick and easy. The site functions very well and has never gone down or out of commission during my shopping experiences.
Zappos’ customer focused environment stemmed from owner /chief executive Tony Hsieh. Hsieh’s goal was to offer impeccable service thus producing customer satisfaction and repeat business with a distinction from the rest. By prioritizing Zappos’ company culture, Hsieh achieved his goal.
His objective was to be good to his employees and create a happy and satisfied work team who would in turn create that same happiness for the customers. The incentives he put in place for his service reps ranged from paying 100% of employee health care premiums to investing in his employees’ personal development to creating a laid back work environment unlike a typical call center environment. Not only did he achieve his goal, he did it so well that Zappos took off, became known for its quality customer service, and left the competitions in the dust! And this great
Module 3, Assignment 2: LASA 1—The Buying Process
Zappos.com
March 27, 2013
The product/service I have utilized many times is Zappos.com. I have purchased countless pairs of shoes from one of the largest/original online site offering a variety of shoes. Although Zappos currently has a vast line of products, when I began purchasing from them, they were basically a seller of shoes. As with market growth in all aspects of life, Zappos.com has become a seller of many fashion products including: shoes, handbags, accessories, clothing, etc., all associated with the things that create the total look of dressing oneself. But Zappos has gone a step further and added a host of products including home goods, beauty products, and accessories making the once small online shoe store an e-commerce powerhouse.
Zappos has enjoyed a sound reputation for many years with its customer friendly environment, user-friendly site and customer driven buying process. Utilizing Zappos is quick and easy. The site functions very well and has never gone down or out of commission during my shopping experiences.
Zappos’ customer focused environment stemmed from owner /chief executive Tony Hsieh. Hsieh’s goal was to offer impeccable service thus producing customer satisfaction and repeat business with a distinction from the rest. By prioritizing Zappos’ company culture, Hsieh achieved his goal.
His objective was to be good to his employees and create a happy and satisfied work team who would in turn create that same happiness for the customers. The incentives he put in place for his service reps ranged from paying 100% of employee health care premiums to investing in his employees’ personal development to creating a laid back work environment unlike a typical call center environment. Not only did he achieve his goal, he did it so well that Zappos took off, became known for its quality customer service, and left the competitions in the dust! And this great