Zappos Memo

Summary: In this memo, I will address Zappos’ policy to WOW customers and their hiring process and expand on why adopting this culture may not work for some companies.
Every company has a unique corporate culture and business philosophy while striving to discover a competitive advantage to make it a market leader. Zappos is one such footwear company that has found its competitive advantage in “wowing” its customers by selling “happiness in a box”. Consequently, their business philosophy is word of mouth marketing which is a powerful medium to attract customers.
Zappos engages in laissez-faire and democratic leadership, letting employees take initiatives in keeping customers happy while valuing their input in major decisions. Like Starbucks, they hire and retain employees who are “happy” and feel “lucky” as they believe this is the key to customer satisfaction. Zappos also encourages its employees to socialize with colleagues and customers in order to enhance the experience.
Recruiting and retaining employees:
Happy employees deliver superior performance and
Leveraging social media to interact with potential customers is an important tool to strengthen a company's culture. This will help employees and customers to air their feelings, opinions, and suggestions. Believing in this principle is a sign of true brand building for Zappos and should be followed by companies that want to be successful. Goodwill gestures, many times, will not be received by the customers as intended by the company. Customers may take advantage of this relationship for their personal gain by asking for free products and discounts. Employees will feel obligated to oblige in order to maintain the relationship. Consequently, too many favors will be detrimental to a company. Employees should know where to draw the line while engaging in personal conversations with