10am -12pm Zappos case study Case Questions for Discussion 1. Draw and describe the customer benefit package that Zappos provides. Identify and describe one primary value creation‚ one support‚ and one general management process you might encounter at Zappos. (A) General Management Pro Value creation Process Value creation Process Customer Customer Value creation Process Wants & Perceived Support Process Needs Benefits The customer benefit package Zappos provided to their
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Zappos’ culture is one that we all dream about‚ one that promotes friendship‚ equality‚ and happiness. Bauer and Erdogan define culture as an organization’s personality‚ which refers to a system of shared assumptions‚ values‚ and beliefs that show employees what is appropriate and inappropriate behavior. Zappos’ culture was considered an outlier to say the least‚ one that was driven off of “inspiration rather than motivation” according to CEO Tony Hseih. It was the goal of the organization to empower
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Zappos Case Study Analysis Started as a pure shoes E-tailer in 1999 in San Francisco under shoesite.com‚ Zappos went from $1.6M in gross sales to more than $2 billion in 2011 including apparel‚ footwear and accessories (Figure:1). The customer service dedicated company created and fostered a great business model that puts the company culture in the driver’s seat. During the recession of 2008 the company laid off 8% of its workforce. Therefore‚ in 2009 Hsieh‚ the CEO was forced to sell the company
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Professor Yépez CASE #2 — ZAPPOS.COM 2009: CLOTHING‚ CUSTOMER SERVICE‚ AND COMPANY CULTURE In 1999‚ Nick Swinmurn found himself walking through the mall‚ unable to find the right pair of shoes after visiting a variety of stores. Empty-handed‚ he went home to search online and found that there was no major online shoe retailer. A few months later‚ Swinmurn quit his job and started Zappos.com‚ an online store that carried the latest shoe styles‚ brands and colors. Over the past decade‚ Zappos has evolved
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Zappos Case Analysis Zappos‚ as we all know‚ is a well- run company that selling shoes‚ as well as other products‚ such as handbag‚ luggage‚ clothing‚ and etc. Why can Zappos achieve such a huge success? Form my point of my view; there are 5 key success factors. Firstly‚ Zappos mainly focus on customer service. For example‚ it provides a WOW experience; the loading speed is faster than other retailer company. Like Hsieh said‚ he regarded customer service as an investment‚ instead of an expense
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Amazon Case Study Assignment Questions: 1. What is Amazon’s business? [answer this question with a bulleted list] a. World largest online retailer b. Selling products like books‚ digital movies/music‚ electronics/computers‚ clothes‚ toys‚ other home essentials and etc c. In-house consumer electronics d. Cloud computing services 2. What are the business needs/problem that are addressed in the case? [use a table here with column one being the need/problem
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prices. 2. Continuous investment in innovation and technology. 3. Launching of the AWS (Amazon Web services) which allowed to connect to cloud of resources. 4. Expansion of Amazon in Digital content (DRM) which allowed FREE download and access for MP3 content and interfacing with smart technology like iPhone‚ iPod‚ blackberry etc. 5. Launching of NEED-specific websites by Amazon. For E.g.: Endless.com for handbags and purses. Launching of music stores‚ etc. 6. Able to maintain
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Case study : Amazon 1. What is the business model for Amazon.com? How does their business model differ from that of Barnes and Noble or Borders? How would you value Amazon.com? Amazon is a relatively small player in the bookstore industry‚ and its main competitors are Barnes & Noble and Borders. Despite the difference in scale‚ the company shows great promise‚ because its business model overcomes many of the competitors’ drawbacks. Amazon operates using a web-based platform to sell
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Amazon Case Study Eric Harman Frostburg State University Amazon is a true story of how to set up shop inside of a garage and create a company that will revolutionize the retail industry. Jeff Bezos did just that. He started his‚ 35th ranked Fortune 500 Company in his garage. He created a new media for the world to use to by books. Anyone could order books‚ and later; CD’s‚ clothing‚ electronics‚ and close to everything that anyone could think of. All at the click of a mouse. One’s order was immediately
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Case Study on Amazon.com Amazon….The world’s largest online retailer. An American multinational electronic commerce company that makes millions of dollars in profit in a year. A company that has separate retail websites in the U.S ‚ Canada ‚ Europe. Very well known brand in the world. The case study that is made for Amazon.com shows that in 2002 almost half of the revenues for that brand were from selling books‚ music and DVD’s or videos on Amazon. Here it is suggested that Amazon should concentrate
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