1.)
Zappos is an open system for every corporation needs to acquire various inputs such as interdependent technical, boundary spanning, and managerial subsystems. For Zappos encourage the corporation managers to interact with the environment which includes input and outputs of hiring the right people. The hiring process done in two parts the first interview done by management and peers in that department needing a new recruit, so they can to check their ability, experience, and a team fit. After the initial interview, Human Resources checks to see if the candidate will be the perfect cultural fit at Zappos. The recruit needs to pass both sets of interviews before they are hired. For Zappos takes a good working cultural environment very seriously even though a recruit would help the companies bottom-line, management rather have a good long-term benefit of cultural well-being than to put their brand at risk on a short term investment.
(Kreitner & Cassidy, pp. 242, 267)
2.)
Zappos is an effective learning organization, which has five required skills, learning from organizational experience. Zappos has a 4-week training program, which new recruits learn the company’s history, why customer service is important. An important aspect of this training is that no matter which department is hiring the newcomer, they all have to go through the same training, and that includes Customer Loyalty Team training, were all trainees actually take phone calls from the a diverse range of customers for 2 weeks. Zappos secret is to develop a long-term vision of customer loyalty and to make it a corporate culture of caring a priority. For customer service is highly portable and Zappos sees it becoming a company that spans industries and more. (Kreitn...
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...rough training; which include, just to name a few, Zappos history, core values, and customer services. After the first week of training, instructors give the new hires two options. The first is to continue with Zappos, and the second option is to quit with $2,000, in hand, as well as compensation for their valuable time. However, the offer is only available during the time of training.
The employee’s needs to make sense of what the organization and what they represent behind what the company offers to know that those employees that are hired understand what Zappos is about, and that they are the Ambassadors for Zappos and what the brand stands for. (Kreitner & Cassidy, pp. 3, 267)
References
Kreitner, R., & Cassidy, C. M. (2011). Management. In Closing Case Ford's Hybrid SUV Project Team Races to the Finish (12 ed., pp. 179-181). Mason, OH: South-Weston.
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
Nordstrom is one of the top retailers in the United States. With a solid brand image and a sound financial situation, Nordstrom is relentless in their expansion in the US, and are beginning to expand into international markets. Nordstrom takes pleasure in providing state of the art client support and having experienced sales people. In order to hold their position as the most successful high-end retailer in the United States, Nordstrom must continue to figure out ways to improve their brand image and customer satisfaction. Nordstrom’s current business working strategy is successful but I believe there are a few ideal solutions that the organization could apply to further enhance the organization. Due to the aggressive characteristics of the fashion retail store market, it is crucial that Nordstrom preserves an aggressive advantage providing the highest level of customer support as possible.
Rhett Dornbach-Bender, Bill Slade, Joe Thorpe. "Strategic Report for Ford Motor Company." Oasis Consulting (2009): 28. online. 20 May 2014. .
The working environment faces fresh and new graduates every time. In today’s rapid pace working environment more and more young and aspiring graduates joins the workforce in hope to fulfill their needs. Many a times, we see corporate players decide to focus more on their direct customers also known as their paying customer due to the being their revenue generator. There are extensive studies and research on how to retain the said customers by providing them with immense customer satisfaction. However, companies sometimes do neglect their indirect customers or their employees. These employees are the backbone of any company as the play an important role in keeping the company going.
Customers are in awe of the stance this company has taken not only for the customer service but the way they tend to care and want the best for their employees. It has been proven time and again that a great management team can create a great working atmosphere and that initially trickles downhill to the other employees that are hands on with the customers. It’s simple, happy employees equal happy
After researching the top 100 companies for class, Zappos.com popped up as one of the top places to work for in 2013. I found an article on Quartz’s website that could explain all the positive reviews about the company. “Zappos is Going Holacratic: No Job Titles, No Managers, No Hierarchy,” examines the company culture of Zappos, and why they are switching from a hierarchal, powerful organization to a holacratic organization (Groth, 2013). Traditionally, the majority of organizations are ordered in some type of hierarchy with communication running from the top to the bottom (Kokemuller). These organizations tend to struggle with power relationships, because there is so much distance between those in charge, and employees (Kokemuller). What Zappos has implemented is a holacracy. According to an article, “Holacracy: How it Works,” a holacracy is defined as, “a distributed authority system – a set of “rules of the game” that bake empowerment into the core of the organization. Unlike conventional top-down or progressive bottom-up approaches, it integrates the benefits of both without rel...
Deliver WOW through service. This is the center esteem that controls all of them. Zappos has gotten synonymous with model client administration (routinely moving up to free overnight shiping, for in...
Companies that apply autonomy in their businesses have advances in their jobs. Through the usage of the notion autonomy, employees would be able to breathe at work sites because they would do their tasks peacefully and willingly. Pink mentions, "Zappos doesn 't monitor its customer service employees ' call times or require them to use scripts. The reps handle calls the way they want. Their job is to serve the customer well; how they do it is up to them” (Pink 102). This shows that some companies would rather give their employees freedom than a totalitarian environment. When employees feel free they maintain a positive attitude, which eventually reflects on their work ethic. In fact, Pink mentions that "... Zappos consistently ranks as one of the best companies for customer service in the United States...” (Pink 103). This is an indicator that autonomy worked for Zappos and surpassed its rival companies. Autonomy doesn’t let excessive routines get in the way of accomplishing specific job duties, rather allow human workers to strive for
All greatly successful companies have a set vision and mission that guide them in order to achieve their objectives, but they also serve as the principal by which all employees act. It can go from a very simple statement to the most elaborated thoughtful message, but the point is that it has to deliver orientation to all that look up to it, from the people that work for the company to its costumers to other stakeholders. The impact of t...
Yes, Zappos has developed long-term customer relationship that provide a competitive advantage in the purchase of shoes and their other products in how they continually deliver on their promises and great customer service. Zappos is fully committed to ensuring that their customers are happy and satisfied (Ferrell & Hartline, 2014). Furthermore, Zappos continues to drive the need to retain their unique culture and provide new innovative products. Furthermore, by venturing into new products and services this opens the door for more expanded growth and commitment among its customers. Zappos’ success and innovative business model has caught the attention of many other companies (Ferrell & Hartline, 2014). By building these long standing relationship
Support Processes: The key support processes are; the customer service/phone calls provided by the staff, as well as the “WOW” factor that Zappos base themselves on and around. The development within the company with searching for new styles etc. as well as branching out would be another support
Zappos.com is a website that started off just selling shoes but now sells items such as handbags, clothing, and housewares in addition to shoes. Their company logo includes their catchy name with an explanation point as the end in the shape of shoe print which leads consumers to believe Zappos has strong feelings about the service they provide to their consumers. Zappos believe that customer service is the number one priority and is focused on cultivating repeat customers which is why they have always provided free shipping on both orders and returns; occasionally provides upgraded shipping so customers can receive their shoes the same day that they are ordered even though this is very expensive to the company; and they only show products on their website that they actually have in stock albeit they lose 25 percent of their potential business by doing so (Walker, 2009). For a compa...
Weinstein, A. (2012). Superior customer value: strategies for winning and retaining customers (3rd ed.). Boca Raton, FL: CRC Press.
Strive to earn customers’ long-term loyalty by working to deliver more than promised, being honest and fair to provide exceptional personalized service that creates a pleasing business experience.
With Nordstrom, everything starts with the hiring process. Their hiring strategy is to recruit sales employees who are motivated, but also nice (Spector