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Freda Reyes (2112088) University Canada West Opmt 620: Operations Management Babak Salamati 17 July, 2022
Freda Reyes (2112088) University Canada West Opmt 620: Operations Management Babak Salamati 17 July, 2022
Freda Reyes (2112088) University Canada West Opmt 620: Operations Management Babak Salamati 17 July, 2022
Babak Salamati
17 July, 2022
Zappo's mission statement is "To provide the best customer service possible."
Zappos is an e-business of shoe retailers that Amazon acquired. Moreover, Zappos is the
best example that it does not matter what you sell. However, how you sell it, the quality of care,
comprehension, and respect they offer not only to its customer but also to its employees is what
caused its success, and that led to its being acquired by Amazon in 2009 for 1 billion USD
dollars.
There are many stories in which the customer service of Zappos has shown its
commitment to delivering incredible services, such as a call of 8 hours with a client or when the
company sent flowers to a client because his mom had passed away. For some, those can be
small details, but those are the ones that make the company unique. The company also shows
Tony Hsieh, the ex-CEO of Zappos, was critical in its success and also helped develop
multiple ideas and projects in which he intended to become every customer a regular one; his
vision and dream were to make Zappos not be remembered as a shoe e-business but as an expert
in customer services deliverance. Moreover, Zappos does not wish to compete with prices but
wants to compete by being the number one place to buy shoes and having the best work
environment. That is why Tony himself used to interview every one of the applicants to ensure
they were going to be part of the team and align with the company's core values (Reco, 2020).
In conclusion, Zappos has achieved its mission statement big time, not only because of all
the reviews by its customers but also because of the good comments and reports its employees
said about the work environment and the values they share as a company. Zappos is an excellent
example of how a company does not need much marketing or other channels to acquire more
space in the business world or to be recognized. However, it only needs excellent service, and
Reco. (2020, November 30). ✌🏼 La Increíble HISTORIA de ZAPPOS y su CEO, TONY HSIEH:
https://www.youtube.com/watch?v=J0m0OsdvA-o
Zappos. (2019, December 4). What We Live By. Zappos.Com. Retrieved July 17, 2022, from
https://www.zappos.com/about/what-we-live-by