Verified Document

Zappos Case Study This Case Case Study

But this does not mean they should be dismissed as viable competitors. In fact all direct competitors should be watched very closely. SWOT Analysis

Strengths

Outstanding customer service

Free overnight shipping

Wide variety of products

Happy, dedicated employees

Weaknesses

Cannot afford deep discounts

Transportation problems with half-full trucks

Opportunities

Expansion into other markets

Developing niche customer bases

Eventually going overseas

Threats

Changing customer behaviors on the internet

Possibility of new entrants

Over-diversification of product offerings

Recommendations/Conclusions

My recommendation for problem 1 is to exert somewhat more control over what the customer service representatives are permitted and encouraged to do. This does not mean that they have to suddenly start reading scripts or giving rehearsed responses to their customers. The randomness of the operation is one of its greatest appeals. But at the same time, executives need to keep in mind that randomness and uncertainty can also be ticking time bombs in the business world. Therefore, training employees how to react to certain situations without actually stripping...

Finally, my recommendation for problem 4 is to add content to the site such as SEO-rich articles (search engine optimization) that will draw customer directly there.
References

Beaudry, J.E. (2009, May 4) Zappos milestone: Customer service, Footwear News, Retrieved from http://about.zappos.com/press-center/media-coverage/zappos-milestone-customer-service

Bessant, J & Lamming, R. (1999) Managing successful total quality relationships in the supply chain. European Journal of Purchasing and Supply Management, 1(1), 7-18

Irani, Z, Love, P.E.D. & Li, H. (2000) Gaining a competitive advantage in a virtual supply chain. International Journal of Logistics and Physical Distribution 30 (3), 64-71

Lee, H.L. (2000). Creating value through supply chain integration, Supply Chain Management Review, 14 (4) 30-37

Zappos.com: Developing a supply chain to deliver WOW! (2009) Stanford Graduate School of Business, Case GS-65

Sources used in this document:
References

Beaudry, J.E. (2009, May 4) Zappos milestone: Customer service, Footwear News, Retrieved from http://about.zappos.com/press-center/media-coverage/zappos-milestone-customer-service

Bessant, J & Lamming, R. (1999) Managing successful total quality relationships in the supply chain. European Journal of Purchasing and Supply Management, 1(1), 7-18

Irani, Z, Love, P.E.D. & Li, H. (2000) Gaining a competitive advantage in a virtual supply chain. International Journal of Logistics and Physical Distribution 30 (3), 64-71

Lee, H.L. (2000). Creating value through supply chain integration, Supply Chain Management Review, 14 (4) 30-37
Cite this Document:
Copy Bibliography Citation

Related Documents

Zappos Selling of Goods
Words: 550 Length: 2 Document Type: Case Study

Zappos Case Study Questions 1. There are a couple of quality of life changes which Zappo could implement to help it further motivate its employees and improve its organizational structure. For example, it could help to provide the sort of work environment which is found at startups in the technology industry which caters to young employees. Such companies frequently have relaxed dress codes, and have even been known to allow employees

Zappos Recruitment and Selection
Words: 1266 Length: 4 Document Type: Case Study

Zappos is maybe not the best fit for me professional, just in terms of what I expect they need in terms of skills (engineering/technological, customer service, warehouse) but the company does have a good culture. It is important that you enjoy your work in life, and Zappos has recognized the value of this in employee retention. For example, they emphasize fun and close social bonds among their workers, and both

Zappos.com Teams and Employee Empowerment and Organizational Adaptability...
Words: 1173 Length: 3 Document Type: Research Paper

Zappos.com Teams and Employee Empowerment and Organizational adaptability and response to change, innovation Zappos: Team Empowerment The online shoe company Zappos is famous for its low prices -- and also for its commitment to hiring the best employees and creating an atmosphere in which they can thrive. Fast Company's case study of Zappos says that the organization promotes a 'happiness culture.' Zappos is committed to promoting the happiness of customers by promoting

Improving Zappos Corporate Culture and Leadership
Words: 1917 Length: 6 Document Type: Term Paper

Zappos 3D IT Leadership Model It is always necessary to clarify the concept of leadership in order to understand the 3D-IT leadership model. In this case, leadership has been identified as complex as well as a dynamic process. It is due to the changes available in the competitive arena and globalization that the need for different types of leaders has been experienced. It is worth mentioning that most followers take leaders

Structural Frame Analysis of Zappos
Words: 1494 Length: 5 Document Type: Case Study

Structural Frame of Zappos Organizational Structure Case Study: Zappos Structure is "a blueprint for formal expectations and exchanges among internal players," (Bolman & Deal 2003 p 46). An organization's structure can determine how it will succeed and change within an ever-evolving business environment. It is absolutely necessary to understand the complexities of organizational structures and how successful ones, like that of Zappos, is organized and executed within today's business matrix. Zappos is an

Human Resource Management Employee Benefits Making Employees
Words: 892 Length: 3 Document Type: Case Study

Human Resource Management Employee Benefits Making employees happy is vital since it makes employees work better and satisfied working for the company. In this regard, it fulfills HRM goals as it lowers turnover rates and employee complaints. Companies ensuring their employees receive the required benefits leads to employees' contentment but failure to do so results into dissatisfaction and quitting of duties. In addition, morals should be very good in the company to

Sign Up for Unlimited Study Help

Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.

Get Started Now