zappos Flashcards
1
Q
what was Zappo’s key success factor? why is t often neglected?
A
- unique culture (all about creating a high level. of trust and commitment )
- as a soft topic
2
Q
what was the 1999 she industry like ?
A
- footwear was a a US $40B market and online sales were trivial (<1%)
- ## mailorder was owned by sears,LL beans and JC penny
3
Q
what were the early challenges of online shoe buying ?
A
- consumers were concerned about the credibility of the shoes and security of transaction s
- sometimes products that were ordered were out of stock (disconnect with online )
- online shopping was functional and not fun
- returns were hard
4
Q
what was Zappos approach to the issues of selling shoes online?
A
- only sold what they had
- enouranged customer interactions with customer service
- fast and free delivery
- customers had 365 days to return
5
Q
what were key differentiators that Zappos had in comparison to other companies?
A
- never was a price leader
- no clearance or promotion s
- wide shoe selection and different photos of shoes
- integrated vendors into website
- free shipping and easy returns
- secret sauce - 24/7. person service
6
Q
what effect did easy customer service have?
A
75% was repeat business
7
Q
how did zappos create such a culture?
A
- they did not use traditional management techniques
- they believed that the universal value of intellectual and emotional recognition (paid fairly + good treatment of employee)
8
Q
how did zappos keep itself weird?
A
- had.a high level of confidence ad commitment in its employees
- engagement: involved people in making company culture
- explanation: 10 core values
- expectation clarity: they knew the core values and how employees were evaluated
9
Q
how did zappos employees feel valued?
A
- not valued as human resources but as human beings
- inspired strng internal motivation
- employee engaged
- employee not concerned about power
- felt like they were treated as capable human beings
10
Q
how did people first apply to vendors?
A
- with respect and as valued partners
- Zappos helped vendors and they felt more committed t Zappos
11
Q
how did competitors try to imitate Zappos?
A
- can imitate free delivery but employee satisfaction cannot. be
- it needs a lot of change
