Zappos. com is one of the world’s largest online shoe and clothing store. It’s headquarter is currently located in Las Vegas, Nevada. Zappos. com was founded in 1999 by Nick Swinmurn, and acquired by Amazon. com in 2009. Mission: ‘Delivering Happiness’ Zappos aims to provide the best customer service possible. In order to create a loyal customer base, they have been trying to offer a customer service as perfect as they can. One of the interesting customer experience stories I came across is a customer service phone call that lasted 8 hours and 3 minutes.
In this story, a ‘Customer Loyalty Team’ member helps a customer find a cycling shoe on another site when they are out of stock. Offering free shipping, free return shipping and 365 day return policy is another example that shows how Zappos is passionate about its customers’ happiness. As a part of excellent customer experience, Zappos has 100% satisfaction guaranteed return policy and tries to make return process as convenient as possible. And also, Zappos encourages its customers to order several items, check them out, and return if they don’t want.
It looks like it was not a coincidence for Zappos to reach $1 billion in annual sales by 2008, two years earlier than expected. Values: Zappos has 10 core values: 1) Deliver WOW Through Service 2) Embrace and Drive Change 3) Create Fun and A Little Weirdness 4) Be Adventurous, Creative, and Open-Minded 5) Pursue Growth and Learning 6) Build Open and Honest Relationships With Communication 7) Build a Positive Team and Family Spirit 8) Do More With Less 9) Be Passionate and Determined 10) Be Humble
The Term Paper on Wal Mart Customer Return Service
BACKGROUND Introduction The purpose of this paper is to determine how customer service and return policies in the retail industry, primarily WAL-MART, can be improved. It has been thought for many years now that outstanding customer service and liberal return policies satisfy the average retail consumer. The more convenient their shopping experience is the more apt they are to return to the store. ...
“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” says Tony Hsiesh, CEO of Zappos. And he says that their culture is their brand. To maintain their culture, they start with the hiring process and they have two different sets of interviews. At first interview, they look for relevant experience, technical ability fit within the team, etc.
At second part that HR department conducts, they look for culture fit. Interviewing job applicants in a room resembling a talk show set can show that how people at Zappos embrace the values. At the end of fourth week of training of a newcomer, Zappos offers a $2000 quit bonus with a check for the time she or he has already worked. Zappos does not want anyone to stay if they do not feel that they would not be a good fit for the company. ‘The recruiting team interviews candidates for culture fit and a willingness to change and to learn.
They notice how applicants interact at lunch. Do they talk with others or just the person they think makes the hiring decision? Our shuttle drivers tell us what candidates say during the ride back to their hotels” said senior HR manager Hollie Delaney in an interview with HR Magazine. I think this is a good example of not only culture fit but also family spirit. Vision: ‘Delivering Happiness’ Zappos’s vision statement remains the same. They believe that fulfillment of their mission will help them succeed in the future as well.
