ZAPPOS

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ZAPPOS

• CONTROL FEATURES USED BY ORGANIZATION

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6. CONTROL FEATURES

• One control feature Zappos uses is on time
  delivery (4 days). Though the goal is
  overnight, customers are impressed that they
  deliver early 98 percent of the time.
• At Zappos, our belief is that if you get the
  culture right, most of the other stuff like
  great customer service, or building a great
  long-term brand, or passionate employees and
  customers will happen naturally on its own,
  Hsieh writes

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7. Organizational Culture

• Zappos cultural belief customer service should
  not be just a department it should be the entire
  company.
• They believe that the companys culture and the
  companys brand are really just two sides of the
  same coin. The brand may lag the culture at
  first, but eventually it will catch up.

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Organization cont

• 1) Deliver WOW Through Service2) Embrace and
  Drive Change3) Create Fun and A Little
  Weirdness4) Be Adventurous, Creative, and
  Open-Minded5) Pursue Growth and Learning6)
  Build Open and Honest Relationships With
  Communication7) Build a Positive Team and
  Family Spirit8) Do More With Less9) Be
  Passionate and Determined10) Be Humble

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ZAPPOS Phone center
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8. SWOT analysis

• Strength
• 1. Customer oriented culture and services.
• 2. Hiring process. At Zappos.
• 3. Fun to work there.
• Weakness
• 1. Nontraditional management.
• 2. Lack of marketing, This is because although
  there are many online shoppers today and the
  number is still growing, Zappos is unable to
  reach the majority of retail shoppers by only
  having the online outlet channel.

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SWOT Cont

• Opportunities
• Teaming with Amazon to help accelerate Zappos
  brand and culture.
• By pairing with Amazon Zappos is better position
  for long term growth and tapping Amazon market.

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SWOT CONT
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SWOT CONT

• Threats
• cyber-attacks
• Low wages Average annual salary 48,000,
• Customer service representatives salary 23,000
• Average customer service They pay3 below the
  national average however, they offer free
  medical, 401K match in order to stay competitive.

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9. Conclussion and recomendations

• I would recommend in highly populated areas to
  open store front Zappos store. With the same
  customer service culture and now big brand store
  Zappos can continue to grow its name and sell its
  products.
• Continue the same culture that has gotten Zappos
  this far.