Video on Zappos

Zappos is an online company that sells shoes, clothing, and various other consumer products.  The company is not run like many traditional companies.  With a modest approach, the company has been able to grow rapidly amongst competition through their extreme focus on their customer service by implementing core values to create a culture that revolves around a psychology of delivering happiness to their customers and employees.  This approach has allowed the Zappos to stand out amongst other online companies. 

One way they stand out amongst other online companies is through their oline ordering system.  It creates convenience and value for customers on the front end.  They provide free shipping both ways, allowing customers to try on outfits or shoes in the comfort of their own home and return the products they don't like under a 365 day return policy.  This allows for increasing returns because not only does the unique service provide repeat business individually, they tell their friends, family and other coworkers about the experience.  Rather than spending net profits on advertising and other means of growing the brand, they let the customers do the marketing for them through word of mouth. 

To Zappos, there is not a codified means of creating a great customer experience.  They feel that if the companies culture lines up right with their core values, creating a great customer experience is easy for their employees.  Another way they remain competitive is through their call center, which is dedicated to providing excellent service to their customers.  Whether it is to provide fashion help, redirect them to another company that has a product in stock, or give support on how the ordering and return process works, they strive for creating that unique moment with that customer, where they can deliver happiness.

The hiring process is detailed and ensures that each employee is a right fit for the company.  First they are interviewed for skill sets, then they are interviewed for culture match.  Candidates for the job are paid for their time of training, but for a means of weaving out bad candidates from good candidates, they are given the offer of a sum of money to quit at a certain point in training.  If they take it then the company see this as progress, because they are finding the employees that want to be there and want to make their job not just a job, but a calling.  This creates trust and long lasting bond beween the company and it's employees.  The new hires destination is not definitive immediately.  They start at the bottom level in the warehouse to learn packing, pulling, receiving, and sending.  They are then moved up to the call center and classes are provided based special techniques with concentration of their core values.  This creates a learning culture and allows for a knowledge sharing company.

The video on Zappos was very inspiring to me that I now consider taking a "Zappos" attitude and approach to my school, work, and life.