Zappos Analysis
Introduction:
In 1999, Nick Swinmurn developed the idea of Zappos when he was flooded with frustration from not
being able to find a shoe that matched his needs. When he felt that he found the right style, he wouldn’t
discover the correct size or color. An abundant of issues arose with every story he went to. That is when he
decided to create a better avenue for future customers. According to the “In the beginning” blurb, online
retail transactions were expected to reach nearly 30% in the near future. Swinmurn decided to create that
company that would provide for that market. Nine years after beginning his dream Zappos witnessed
sales in excess of $1 billion. His vision had translated into reality. A big part of Zappos.com success has
been attributed to not only providing the best service, supply, and shopping experience by straying away
from a brick and mortar set up, but by employing a culture that has fueled continual innovation and high
quality. Some of the prongs that Zappos relies upon include: deliver “wow” though service, foster a fun
environment, pursue growth, collect a passionate group of employees, and grow a fun environment. All in
all there are ten cores that are highly encouraged among the employees.
Undoubtedly the online retailing market has increased in competition, but what sets Zappos apart
and allows it to be one of the industry leaders is its culture. The uniqueness of this culture is widespread
and evident both at a formal and more informal setting. Moreover the culture is driven by the top
management such as the CEO of Zappos.com, Tony Hsieh. By dictating and employing skills such as
taking risks and enjoying the work that he does, Mr. Hsieh set a precedent for his employees to follow.
The Foundation for this Culture:
The basis for the company was conveyed when Tony Hsieh emphasized his philosophy for
Zappos: “Great things will happen if you make employees happy”.
In 1999, Nick Swinmurn developed the idea of Zappos when he was flooded with frustration from not
being able to find a shoe that matched his needs. When he felt that he found the right style, he wouldn’t
discover the correct size or color. An abundant of issues arose with every story he went to. That is when he
decided to create a better avenue for future customers. According to the “In the beginning” blurb, online
retail transactions were expected to reach nearly 30% in the near future. Swinmurn decided to create that
company that would provide for that market. Nine years after beginning his dream Zappos witnessed
sales in excess of $1 billion. His vision had translated into reality. A big part of Zappos.com success has
been attributed to not only providing the best service, supply, and shopping experience by straying away
from a brick and mortar set up, but by employing a culture that has fueled continual innovation and high
quality. Some of the prongs that Zappos relies upon include: deliver “wow” though service, foster a fun
environment, pursue growth, collect a passionate group of employees, and grow a fun environment. All in
all there are ten cores that are highly encouraged among the employees.
Undoubtedly the online retailing market has increased in competition, but what sets Zappos apart
and allows it to be one of the industry leaders is its culture. The uniqueness of this culture is widespread
and evident both at a formal and more informal setting. Moreover the culture is driven by the top
management such as the CEO of Zappos.com, Tony Hsieh. By dictating and employing skills such as
taking risks and enjoying the work that he does, Mr. Hsieh set a precedent for his employees to follow.
The Foundation for this Culture:
The basis for the company was conveyed when Tony Hsieh emphasized his philosophy for
Zappos: “Great things will happen if you make employees happy”.