1 Zappos Analysis The core of Zappos’ culture lies behind two underlying values. The first is to please the customer and the second is to please the employee. Zappos’ success is due to Tony Hsieh creating a company culture that depends on the implementation of these two ideas. According to Bauer & Erdogan, “organizations that have a rare and hard-toimitate organizational culture benefit from it as a competitive advantage.” Tony showed us he was a visionary because he was able to recognize the value behind a strong company culture, despite other initial investors overlooking this detail of the company. Zappos’ leadership would agree with this statement since they believe their company culture is the differentiator.
Their clients have been very impressed when they worked with the company to help them through transitions or when they assisted in helping an employer recruit potential employees for various positions. One of the cardinal rules of business is to keep your customers happy; it is far cheaper to keep an existing customer than it is to find new ones. This is why J.L Nick takes the time to ensure their clients are satisfied and will come back in the future. Considering 90% of their
Costco’s mission, business model and strategy integrate efficiently to form a business model that many companies have since mimicked in hopes of duplicating their success. Costco’s mission statement is, “To continually provide our customers with quality goods and services at the lowest possible prices”. Three top executives offered a more expansive view of their mission in their 2011 Annual Report, “The company will continue to pursue its mission of bringing the highest quality goods and services to market at the lowest possible prices while providing excellent service and adhering to a strict code of ethics that includes taking care of our employees and members, respecting our suppliers, rewarding our shareholders, and seeking to be responsible corporate citizens and environmental stewards in our operations around the world.” (Thompson, A., Peteraf, M.A., Gamble, J.E., Strickland III, A.J., (2014), Crafting and Executing Strategy). This mission is firmly supported through company
This strong support system carries with itself a toll free phone number in which the consumer is encouraged to call into if any incident were to occur. Over the years Bendix has been given consistent high approval in how its technical support is managed and performed direct to its customers. Customer loyalty is a major element of Bendix’s commitment to the industry and from that has performed in a strong and reliable manner. As a sales manager I would really push these key strengths of Bendix to my customer base in the superior technical assistance which is offered and overall the strength and efficiency of the products
With this strategy they want that the employees get involved and act as if it was their own company by creating new ideas, serving customers, showing a fun work ambient and increasing profitability. The competitive advantage of Southwest is due to the combination of great service and low fares. In order to link the two main points of the competitive advantage said below Southwest reward their employees with sense of pride and recognitions for job well done. Moreover, the company gives to managers a below-mean salary and in case they have to reward them for a good job they give them an above-mean salary coupled with stock options so that they can share the profitability they create. The aim of all this is that the payment is not an incentive to excel whereas the profit-sharing does reward collective group while they reduce competition between employees.
Examine the culture of the organization. Zappos is all about happiness – happy employees and happy customers. It takes time and requires involvement at every level to ensure proper implementation. When asked how did the company grow so quickly and become so large, Tony Hsieh simply responded, “We’ve aligned the entire organization around one mission: To provide the best customer service possible. Internally, we call this our WOW philosophy”, (Zappos, 2013).
+ The second factor is his refreshing leadership style. With friendly attitude, he has changed the way people work by empowered and energized them. Kapicic gave his employees autonomy to do their work and encouraged people to take charge of their own problems. According to John Quincy Adams, “If your actions inspire others to dream more, learn more, do more and become more, you are a leader”. Kapicic always listened to his staffs, created a best environment for them to work and provided the necessary motivation at the right time.
* Differentiation based advantage- With regards to the interview which took place on the 19th of April, Mr Michael clearly stated that although they offer the same products as their competitors, he said his effort are mostly centred on intensifying after sale-service and support of high quality. This creates a good personal relationship with his customers. He believes that after sale-service is the most important marketing strategy to sustain small business such as his, as this will lead to the creation of customer loyalty, trust in their products and services. Is Saben Optometrist being managed strategically? According to Arieu (2007), strategic management is an on-going process that evaluates and controls the business and 8industries in which the company is involved, assess its competitors and set goals and strategies to meet its all
MANAGEMENT REPORT – II TESCO PLC. By ILIYAS . MOHAMMAD (5217588) Executive Summary: The main objective of Tesco is to create value for its customers and attain lifetime loyalty from them on which depends its success. If people like what they shop, they will come back to make purchase because of good will. With the two core values of Tosco: None tries hard for customers and treat them as we want them to treat (2005).Tesco is beautifully driven by its quality service and standard products.
Our Core Values We believe that much of our success to date is because we remain a uniquely mission-driven Company. Our core values succinctly express the purpose of our business, which is not only to make profits but to create value for all of our major stakeholders, each of which is linked interdependently. By maintaining our core values, regardless of how large we become, we are able to preserve what has always been special about our Company. Our core values are: Selling the highest quality natural and organic products available; Satisfying and delighting our customers; Supporting team member happiness and excellence; Creating wealth through profits and growth; Caring about our communities and our environment; Creating ongoing win-win partnerships with our suppliers; and Promoting the health of our stakeholders through healthy eating education. Products We offer a broad and differentiated selection of high-quality natural and organic products with a strong emphasis on perishable foods.