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...
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
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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
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