Zappos Internal Marketing Essay

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Table of Contents

  1. Title Page…………………………………………………………………………..... 1
  2. Table of Contents…………………………………………………………………… 2
  3. Company Overview………………………………………………………………… 3
  4. Company Introduction………………………………………………………….…3-7
  5. Company S.W.O.T………………………………………………………………..8-12
  6. Issues………………………………………………………………………….…..12-13
  7. Alternative Solutions……………………………………………………………..14-17
  8.   Recommendations………………………………………………………….…....17-19

Overview

Zappors.com Inc. (Zappos) is a leading online shoe store, which provides a wide range of shoe selections varying in different sizes, colors, and brands. The company strongly focuses on customer service, which is considered one of the company’s main core competencies. Customer service plays an important role in the strategic goal of the company and is also used as a means to convey its culture and marketing tools to the customers. Zappos believes in offering superior customer service to its online shoppers, therefore, differentiating themselves from its competitors. In the beginning startup years of the company, Zappos provided customers with services such as free shipping, a free return policy, and a guaranteed price policy. However, the company later dropped some of these services, leading to a loss in profits and a standstill for the company.
Company Introduction
Mission

“Customer service isn’t just a Department!” –Zappos.com. The company’s mission is simple: excellent customer service! Zappos invested in developing a strong culture and great customer service in order to offer a better experience for customers. Zappos realized that competitors would be able to imitate customer services; however, it would be difficult to imitate an organization’s culture. This was considered as a core competitive advantage for Zappos. Hsieh Lin, the CEO, focused on ten core values in order to create a customer service focused culture.
  1. Deliver ‘wow’ through service
  2. Embrace and drive change
  3. Create...

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"Zappos Internal Marketing". Anti Essays. 31 Oct. 2014

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APA Citation

Zappos Internal Marketing. Anti Essays. Retrieved October 31, 2014, from the World Wide Web: http://www.antiessays.com/free-essays/Zappos-Internal-Marketing-139268.html