Zappos' Leadership has Fostered an Ethical Culture in the Company: A Case Study
Strayer University
Zappos: Delivering Customer Satisfaction
HRM520 Ethics and Advocacy for HR Pro
By
Susan Rivera Richards
Submitted to Dr. James G. Ziegler, PH.D.
Spring 2105
Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Suggest two (2) actions that other companies can take in order to mimic this culture.
Many companies look at returns in a negative way but Zappos look at it as an opportunity. Companies need to look at returns as a positive experience. The company says a customer have up to three hundred sixty days (360) for a full refund. Most companies do not offer any time of refund that far out. Majority companies offer up to thirty days (30). From my personal experience, most organizations do not believe customer service being front line of a company and very crucial for the growth of the company. Zappos makes customer service priority which means having a personal relation with the customer. Zappos committed to their employees.
Determine the major impacts that Zappos’ leadership and ethical practices philosophy have had on its stakeholders.
Stakeholders stay happy due to Zappos’s success. The company’s revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. Tony Hsiech, CEO stated, “It brand about Zappos had ten core values. Those core values are: Deliver WOW through service, embrace and drive change, create fun and a little weirdness, be adventurous, creative and open-minded, pursue growth and learning build open and honest relationships with communication, build a positive team and family spirit, do more with less, be passionate and determined and be humble. The company business model built around developing long term customer relationships. Zappos look at the price but believe that customer will buy with the best service and selection. The company tries to create an unique shopping experience, offering a wide selection of shoes, apparel, accessories, and home
Zappos: Delivering Customer Satisfaction
HRM520 Ethics and Advocacy for HR Pro
By
Susan Rivera Richards
Submitted to Dr. James G. Ziegler, PH.D.
Spring 2105
Analyze the manner in which Zappos’ leadership has fostered a culture of ethicalness in the company. Suggest two (2) actions that other companies can take in order to mimic this culture.
Many companies look at returns in a negative way but Zappos look at it as an opportunity. Companies need to look at returns as a positive experience. The company says a customer have up to three hundred sixty days (360) for a full refund. Most companies do not offer any time of refund that far out. Majority companies offer up to thirty days (30). From my personal experience, most organizations do not believe customer service being front line of a company and very crucial for the growth of the company. Zappos makes customer service priority which means having a personal relation with the customer. Zappos committed to their employees.
Determine the major impacts that Zappos’ leadership and ethical practices philosophy have had on its stakeholders.
Stakeholders stay happy due to Zappos’s success. The company’s revenue grew from $1.6 million in 2000 to $1.64 billion in 2010. Tony Hsiech, CEO stated, “It brand about Zappos had ten core values. Those core values are: Deliver WOW through service, embrace and drive change, create fun and a little weirdness, be adventurous, creative and open-minded, pursue growth and learning build open and honest relationships with communication, build a positive team and family spirit, do more with less, be passionate and determined and be humble. The company business model built around developing long term customer relationships. Zappos look at the price but believe that customer will buy with the best service and selection. The company tries to create an unique shopping experience, offering a wide selection of shoes, apparel, accessories, and home