Assignment 2: Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile

Topics: Customer service, Customer, Sales Pages: 4 (1442 words) Published: February 23, 2014
The number one philosophy of building a great business is to fill a void. Nick Swinmurn founder did just that in 1999 when he started Zappos.com Inc (Zappos.com). Mr. Swinmurn wanted to start an online store that catered to selling a great selection of shoe after going to a mall and he could not find the shoes he was looking for (Eng 2012; Zappos.com). The website was dedicated to the selling of wide variety of brands, colors, sizes, and widths; if you are looking for a shoe chances are Zappos.com has them. There was finally a website customers could go and shop for the best shoes and have no trouble returning the shoes if it did not fit. The website started by Nick Swinmurn going into stores and actually taking pictures of shoes then selling them on the website (Eng, D. 2012). This was done by the company actually buying the inventory then selling it on the website. To make Zappos the online shoe giant, Swinmurn teamed up with investor Tony Hsieh who was later named CEO and helped grow the company (Eng, 2012; Kopelman at.el, 2012; Zappos.com). The company started making profits slowly after making a commitment to customer services; gaining loyal customers. In Early 2009 the company was sold to Amazon, closing a $1.2 billion deal (Kopelman at. El, 2012). Not only did Swinmurn and Hsieh build a company but they also build a whole new culture. This paper will examine the culture of Zappos.com, the factors that demonstrated the culture, the type of leader that would be best suited for the company’s culture, and the culture change needed to if there was a decline in sells. Examine the Culture:

The Zappos company brand is known as a culture that is fun, unique, and customer centered. The company has ten core values, which drives the culture of the company. The core values speak to the company’s culture. The values includes “embrace and drive change”, “create fun and a little weirdness”, ‘do more with less”, and “be humble” (Zappos.com). Number one for the company...
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