Nurul Afriani ID:108081100005 CASE 9.2 Zappos: Making Human Resources the Key to Customer Service Introduction Zappos.com is an online shoe retailer that has built a strong brand and has shown impressive sales growth since its founding. Zappos’s formula for success is seemingly simple. It acquires customers through word-of-mouth and search engine marketing (SEM) and then surprise them with customer service that keeps them coming back. Why Shoes? Zappos was founded by Nick Swinmurn. At the first
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would need to be in response to this situation. Zappos‚ which started as an on-line shoe retailer in 1999‚ has grown into a multi –million dollar company and expanded past simply selling shoes to selling accessories‚ handbags and other clothing items carrying over 1‚136 brands (Zappos IP‚ 2013). It was named one of Fortune Magazine’s “Best Places in America to Work” (Koetsier‚ 2013) and has extended their organization’s reach by developing Zappos Insights‚ which allows other companies a deep look
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the birth of Zappos. Then he began to operate this website and used more money running the website. At the same time‚ Hsieh became interested in poker. By learning to play poker‚ he learned some experiences that can be used in business. Then he decided to do something more meaningful，so he decided to invest in many different fields and lost a lot of money. He realized that investing in the fields he did not know at all is a really bad idea. Running this time‚ he also went to Zappos and met with the
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stay the same and even increase‚ while keeping up with the technology and trends at the same time. That could mean expanding internet sales and closing down low performing stores or just marketing their online segments harder. The Designer Shoe Warehouse‚ more formally known as DSW‚ opened in 1969 and over the years has become a “leading branded footwear and accessories retailer”. DSW offers a wide range of brand name shoes and sneakers for men women kids as well accessories.
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the world’s largest online retailer of shoes‚ was profitable‚ growing rapidly‚ and had an outstanding reputation for customer service. Its employees were passioüately. engäged in their work. While shoes still provided the vast üajüriry of reyenues‚ Zappos had expanded its product offerings based on feedback &om custcmers and the enthusiasm of
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market‚ Zappos was the first-mover‚ which eventually supported its success as the market for on-line order of shoes was estimated to be about $2 billion. * High level of customer satisfaction was also one of the important factors to indicate proper operations of the Zappos. Company achieved such a success due to its corporate culture and a value of extreme concentration on its customers. In the retail business on of the indicators of retailer success is the level of customer return and Zappos succeed
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The idea was to form partnerships with hundreds of brands and feed their warehouses to customers. It’s called drop ship and‚ on paper‚ it’s a great business model. You don’t have to manage the inventory or take on any of the
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Final Exam Case for 2215 December 5 2013 The following case will be used for the 2215 Final Exam. The chapters that will be referenced in the exam from the ORGB textbook are: 12Leadership; 15-Org Structure and Design; 16- Culture and 17- Managing Change. There will be 5 questions worth 6 marks each. Heidi Weigand Chapters 12‚15‚16 & 17 ZAPPOS.COM: ARE CULTURE AND TECHNOLOGY THE SUPER HIGHWAY TO THE FUTURE? Zappos.com isn’t the first business venture pursued by entrepreneur
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not fit. The website started by Nick Swinmurn going into stores and actually taking pictures of shoes then selling them on the website (Eng‚ D. 2012). This was done by the company actually buying the inventory then selling it on the website. To make Zappos the online shoe giant‚ Swinmurn teamed up with investor Tony Hsieh who was later named CEO and helped grow the company (Eng‚ 2012; Kopelman at.el‚ 2012; Zappos.com). The company started making profits slowly after making a commitment to customer services;
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possible international expansion may well be exploited to improve sales and expand the business‚ but such decision still needs critical evaluation and feasibility assessment in whether Zappos can sustain its focus on outstanding customer service levels in such scenario. The online-retail industry in which Zappos operates is one in which the rivalry among existing competitors is high‚ as it is competing with both click-n-brick stores like Amazon‚ as well as traditional retail stores such as Footwear
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