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Zappos: Customer Service Excellence

The document discusses Zappos' mission statement of providing the best customer service possible. It notes that Zappos is an e-business retailer acquired by Amazon for $1 billion in 2009. The success of Zappos is attributed to the quality of care, understanding, and respect it offers customers and employees. Examples are given of Zappos providing 8-hour phone calls for customers and sending flowers when a customer's mother passed away. The former CEO Tony Hsieh helped develop strategies to make every customer a regular one and position Zappos as a customer service expert rather than just a shoe retailer. Zappos aims to compete through customer experience rather than price.

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Freda Reyes
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118 views4 pages

Zappos: Customer Service Excellence

The document discusses Zappos' mission statement of providing the best customer service possible. It notes that Zappos is an e-business retailer acquired by Amazon for $1 billion in 2009. The success of Zappos is attributed to the quality of care, understanding, and respect it offers customers and employees. Examples are given of Zappos providing 8-hour phone calls for customers and sending flowers when a customer's mother passed away. The former CEO Tony Hsieh helped develop strategies to make every customer a regular one and position Zappos as a customer service expert rather than just a shoe retailer. Zappos aims to compete through customer experience rather than price.

Uploaded by

Freda Reyes
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Freda Reyes (2112088)

University Canada West

OPMT 620: OPERATIONS MANAGEMENT

Babak Salamati

17 July, 2022
Zappo's mission statement is "To provide the best customer service possible."

Zappos is an e-business of shoe retailers that Amazon acquired. Moreover, Zappos is the

best example that it does not matter what you sell. However, how you sell it, the quality of care,

comprehension, and respect they offer not only to its customer but also to its employees is what

caused its success, and that led to its being acquired by Amazon in 2009 for 1 billion USD

dollars.

There are many stories in which the customer service of Zappos has shown its

commitment to delivering incredible services, such as a call of 8 hours with a client or when the

company sent flowers to a client because his mom had passed away. For some, those can be

small details, but those are the ones that make the company unique. The company also shows

surveys that 75% of the sales are from regular customers.

Tony Hsieh, the ex-CEO of Zappos, was critical in its success and also helped develop

multiple ideas and projects in which he intended to become every customer a regular one; his

vision and dream were to make Zappos not be remembered as a shoe e-business but as an expert

in customer services deliverance. Moreover, Zappos does not wish to compete with prices but

wants to compete by being the number one place to buy shoes and having the best work

environment. That is why Tony himself used to interview every one of the applicants to ensure

they were going to be part of the team and align with the company's core values (Reco, 2020).

In conclusion, Zappos has achieved its mission statement big time, not only because of all

the reviews by its customers but also because of the good comments and reports its employees

said about the work environment and the values they share as a company. Zappos is an excellent

example of how a company does not need much marketing or other channels to acquire more
space in the business world or to be recognized. However, it only needs excellent service, and

the loyal and regular customers will do the rest.


References

Reco. (2020, November 30). ✌🏼 La Increíble HISTORIA de ZAPPOS y su CEO, TONY HSIEH:

la StartUp que Amazon compró ($850,000,000) [Video]. YouTube.

https://www.youtube.com/watch?v=J0m0OsdvA-o

Zappos. (2019, December 4). What We Live By. Zappos.Com. Retrieved July 17, 2022, from

https://www.zappos.com/about/what-we-live-by

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