Zappos.com is one of the world’s largest online shoe and clothing store. It’s headquarter is currently located in Las Vegas, Nevada. Zappos.com was founded in 1999 by Nick Swinmurn, and acquired by Amazon.com in 2009.
Mission: ‘Delivering Happiness’
Zappos aims to provide the best customer service possible. In order to create a loyal customer base, they have been trying to offer a customer service as perfect as they can. One of the interesting customer experience stories I came across is a customer service phone call that lasted 8 hours and 3 minutes. In this story, a ‘Customer Loyalty Team’ member helps a customer find a cycling shoe on another site when they are out of stock. Offering free shipping, free return shipping and 365 day return policy is another example that shows how Zappos is passionate about its customers’ happiness. As a part of excellent customer experience, Zappos has 100% satisfaction guaranteed return policy and tries to make return process as convenient as possible. And also, Zappos encourages its customers to order several items, check them out, and return if they don’t want. It looks like it was not a coincidence for Zappos to reach $1 billion in annual sales by 2008, two years earlier than expected.
Zappos has 10 core values:
1) Deliver WOW Through Service
2) Embrace and Drive Change
3) Create Fun and A Little Weirdness
4) Be Adventurous, Creative, and Open-Minded
5) Pursue Growth and Learning
6) Build Open and Honest Relationships With Communication
7) Build a Positive Team and Family Spirit
8) Do More With Less
9) Be Passionate and Determined
10) Be Humble
“At Zappos, our belief is that if you get the culture right, most of the other stuff —like great customer service, or building a great long-term brand, or passionate employees and customers — will happen naturally on its own” says Tony Hsiesh, CEO of Zappos. And he says that their culture is their brand....
References: Our Unique Culture. Retrieved from
Verrill, A.2012.A Zappos Lesson in Customer Service Metrics. In Customer Service Investigator. Retrieved from
Gurchiek, K. 2011. Delivering HR at Zappos. In Society for Human Resources
Management. Retrieved from
Please join StudyMode to read the full document