Zappos Case Analysis

Topics: Customer service, Employment, Value Pages: 2 (458 words) Published: October 3, 2014
Zappos Case Analysis
Zappos Introduction
Zappos is the online shopping website.The company sells various products ranged from shoes to clothing. It has been named toward the top of every “Best Places to Work” and have achieved impressive turn over record for a call center with only 20% turnover rate in 2009. The following are the Vision and Mission of the company;

Vision: Company with the best service and the best selection Mission: Our culture is our brand
Amaze your customers
Zappos 10 Core Values
1.Deliver WOW through services
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
7.Build a positive team and family spirits
8.Do more with less
9.Be passionate and determined
10.Be humble

Zappos’ most important activities
1.Finding right employees
2.Match corporate value with personal value
3.Hire, train people who fit and get rid of those unfit

Hiring process
Zappos hire potential employees by using 2 sets of interview and a 4 weeks training program. •2 sets of interview
1)Hiring manger& Team interview measures the candidates;
-Team standard fit
-Technical ability
-Relevant experience

2)HR Interview measures the candidates;
-Culture fit
4 week training program
The training program will introduce potential employees to role and responsibilities at Zappos. Participants are expected to be on time and strict attendance is recorded. The company would offer $ 2000 for those who want to quit at the end of the training session.

Core value measurement
-Zappos measures employees against 10 core values with 22 feedback questions to make sure that employees fit to the company culture. -Zappos offer trainings for poorly rated employee in any dimension. 5 ways that Zappos uses to create Winning Corporate Culture

1.Treat everyone like family- Zappos treat customers and visitors...
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