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Zappos

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Zappos

  1. 1. INTRODUCTION
  2. 2. Introduction !   Fortune 500 “Best Companies to Work For”: •  Highest Ranking Newcomer 23 !  
  3. 3. 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
  4. 4. PRODUCTS
  5. 5. 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
  6. 6. LEADERSHIP MANAGEMENT
  7. 7. Man Behind the Scenes
  8. 8. Brief History •  Harvard Student: Computer Science Degree
  9. 9. Management Philosophies !   Marketing Strategies: •  Invest in only minimal advertising
  10. 10. Management Philosophies !   Associating Brand with Person •  Deeper and more meaningful connections
  11. 11. CULTURE
  12. 12. Culture !   An Abstract from the Zappos 2008 Culture Book •  C : Creating an •  U : Understanding •  L : Lifestyle that •  T : Translate to •  U : Utmost •  R : Respect for •  E : Everyone
  13. 13. Culture Book !   Annually Issued By Zappos !   Published for Every Employee, Partner, and even Vendors !   Thoughts written by employees are directly transferred into the book
  14. 14. Ten Core Values - 1 Build Open Honest Relationship with Communication Build a Positive Team and Family Spirit Do More with Less Be Passionate Determined Be Humble
  15. 15. Ten Core Values - 2 Deliver WOW Through Service Embrace and Drive Change Create Fun and A little Weirdness Be Adventurous, Creative, and Open-Minded Pursue Growth and Learning
  16. 16. Hiring Process !   Two Interviews !   Types of Training: •  Company Culture Training
  17. 17. Hiring Process •  Mandatory Service Training for all Positions • Answer Phones (2 Weeks) • Packing Shoes into boxes (1 Week)
  18. 18. Hiring Process !   After 4 Weeks of Training •  They are offered US $2000 to leave company if there is NO Culture Fit
  19. 19. Creating the WOW Customer Service
  20. 20. SWOT ANALYSIS
  21. 21. SWOT Analysis !   Brief Review
  22. 22. Zappos SWOT Analysis !   ZAPPOS SWOT Analysis
  23. 23. Strength !   Culture Management •  The 10 Core Values Hiring Process •  Culture Book
  24. 24. ! Strength  Positive Work Environment •  Financial Incentives •  100% Medical Dental insurance •  Family Environment ! Best Selection   3 •  No Call Time Millio n 150,000 1 00%
  25. 25. 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
  26. 26. Weakness !   Unattractive Website !   Cluttered Difficult Navigation !   Personal Product Recommendation Office •  Problem with execution •  Unwanted recommendations (Especially when shopping or others)
  27. 27. Weakness !   Price Competitiveness !  Coupons Methods Payment
  28. 28. Opportunities !   Branching Off to Various Products Categories •  Especially non-commodity products •  Apparels, accessories and even cookery •  Reflects Customer Loyalty
  29. 29. BOUGHT OVER
  30. 30. Threats !   Amazappos or Zappozon? !   Tough to Maintain Culture with Expansion !   Financial Crisis •  Layoff 125 employees !   365 Refund Policy: Achilles Heel? •  High Costs •  Environmental Friendly?
  31. 31. CONCLUSION
  32. 32. Conclusion

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