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Introduction ! Fortune 500 “Best Companies to Work For”: • Highest Ranking Newcomer 23 !
Brief History of Company ! In Search for the Perfect Pair of Shoes • Founded in 1999 by Nick Swinmurn • Nick was looking for a speciﬁc pair of shoes but was unsuccessful • He then decided to quit his day job to start an online shoe retailer was BORN
Key Features ! Free Shipping Both Ways (Within US) ! 365-Day Return Policy ! Real Inventory in Warehouse Available for All Products • 24 Hours Warehouse ! Contactable 24 hours a Day, 7 Days a Week • 1800 contact number is prominently placed on every page of the site ! Providing Wow Customer Service • If products are unavailable, sales staff direct customers to competitors
Strength ! Culture Management • The 10 Core Values Hiring Process • Culture Book
! Strength Positive Work Environment • Financial Incentives • 100% Medical Dental insurance • Family Environment ! Best Selection 3 • No Call Time Millio n 150,000 1 00%
Strength ! Repeat Customers • UPS: Fast Shipping 365 Refund Policy • Word of Mouth / Viral New Customers Marketing Acquired Heard About Zappos through: - 44% from Internet - 43% from Word of Mouth - 13% from Others
Weakness ! Unattractive Website ! Cluttered Difﬁcult Navigation ! Personal Product Recommendation Ofﬁce • Problem with execution • Unwanted recommendations (Especially when shopping or others)