5 Keys to Extraordinary Success at Zappos

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Summary & Critique Recently, I read an article named “5 keys to extraordinary success at Zappos” written by Terry Brock. Following is the summary and my comment on this article: The author, Terry Brock, is the former Chief Enterprise Blogger for Skype, former Editor-in-Chief for AT&T's top-rated blog, and is also co-author of the best-selling McGraw-Hill book about social media, “Klout Matters.” He got an opportunity to visit the world headquarter for Zappos where he learned about the reasons why Zappos gained an extraordinary success around the world. He concluded in his blog that 5 main key points can be responsible for it, they are 1 Be fun; 2 Develop a spirit of camaraderie; 3 Be maniacs for customer service; 4 Create “cultural collisions”; 5 Be profitable. He proposed that this successful Zappos model can be applied in small business by focusing on helping customers and meeting their needs and the sales and profits flow from that. In my opinion, all this cannot do without Tony Hsieh, the CEO of Zappos. He invested $350 million of his own money to change downtown Las Vegas, encountered the dilemma of out of money twice, helped company make it through and finally made a profit, and he even rejected a buyout offer by Amazon until Amazon had come to appreciate their company culture as well as their strong sales. He mentioned in Emily Yellin’s book that “while there [was] this kind of [daydream] of the best service here, we still [had] to make [a decision] at the end of the day. We still [had] financial goals to make, your call was important to us. [And] we still [had] to look at P&L statements, and a balance sheet, and [figured] out what [were] the best place to invest our resources to have the biggest return.” With the outstanding leadership of him, Zappos gradually built up its own brand effect which is famous for its brilliant customer service. I

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