pexels-kulbir-11079217
pexels-kulbir-11079217
pexels-kulbir-11079217
Case Analysis: Zappos: They Do It with Humor Zappos.com is an American online s
Home » Other  »  Case Analysis: Zappos: They Do It with Humor Zappos.com is an American online s
Case Analysis: Zappos: They Do It with Humor Zappos.com is an American online s
Case Analysis: Zappos: They Do It with Humor Zappos.com is an American online shoe and clothing retailer based in Las Vegas, Nevada, United States. The company was founded in 1999 by Nick Swinmurn and launched under the domain name Shoesite.com. In July 2009, Amazon acquired Zappos in an all-stock deal worth around $1.2 billion at the time. If you are not familiar with this retail store, visit their website https://www.zappos.com/ (Links to an external site.) After reading case 14 ( I'll add after quastion list) answer the following questions: 1. What leadership traits and style does Tony Hsieh demonstrate at Zappos? What aspects of his leadership can you criticize, if any? Is his successful leadership approach transferable to other leaders and other organizations, or is it person and situation specific? 2. Can you find examples of where House’s path-goal theory of leadership can be confirmed or disconfirmed in the Zappos setting? Explain your answer. 3. Problem Solving . Tony Hsieh is a big thinker, and Zappos is clearly his baby. But he’s also into philanthropy and community development activities that are taking up more of his time. Perhaps he’ll come up with other new business ideas as well. As a leadership coach, what steps would you recommend that he take now to ensure that his leadership style and vision lives on at Zappos long after his departure? What can a strong and secure leader like Hsieh do to ensure a positive leadership legacy? 4. Further Research. Check the latest on Zappos and Tony Hsieh. How and what are each doing at the present time. Do some research to compare and contrast the leadership style and characteristics of Tony Hsieh with those of his boss at Amazon, Jeff Bezos. How are the leadership styles of the two CEOs alike? In what ways do they differ? For whom would you rather work? Is one better than the other in its situational context? Case 14 Zappos - They Do It with Humor Zappos.com customers are known for fierce loyalty, and it's easy to see why. CEO Tony Hsieh has built a billion-dollar business by providing happiness to customers and employees. Even fellow businesspeople get happy while seeking to learn more about Zappos's unique blend of humor, compassion, and high-quality customer service. How does Zappos do it? When Zappos CEO Tony Hsieh was the featured guest on The Colbert Report, host Stephen Colbert grilled him about Zappos's phenomenal success and rabid customer loyalty. Hsieh replied that it's Zappos's goal to deliver "WOW" in every shoe or clothing box. Today, the company is consistently ranked highly as one of Fortune's "Best Companies to Work For.? Unusual Leader, Unusual Employer Zappos.com was launched in 1999 as the brainchild of Hsieh and founder Nick Swinmurn. Within just a few years, the Las Vegas-based firm caught the eye of Amazon's Jeff Bezos. He liked what he saw so much that he bought the firm for Amazon's business stable, pledging not to interfere with Hsieh and Zappos's unique way of doing business. The blog search engine Land called Zappos "the poster child for how to connect with customers online." And under Amazon, Zappos has maintained its focus. The company's relentless pursuit of the ultimate customer experience is the stuff of legend. Zappos offers extremely fast shipping at no cost and will cover the return shipping if you are dissatisfied for any reason at any time, For Hsieh, the Zappos brand is less about a particular type of product and more about providing good customer service. He has said, "We could be in any industry that we can differentiate ourselves through better customer service and better customer experience."3 He has even ventured that he could see the Zappos name on things as large as airlines or hotels, as long as the service was up to his exacting standards. A Culture to Thrive In Zappos's success comes down to the company's culture and the unusual amount of openness Hsieh encourages among employees, vendors, and other businesses. "If we get the culture right," he says, "most of the other stuff, like the brand and the customer service will just happen. ... We want the culture to grow stronger and stronger as we grow." Named "The Smartest Dude in Town" by business magazine Vegas Inc., Hsieh believes employees have to be free to be themselves. That means no call times or scripts for customer service representatives, regular costume parties, and parades and decorations in each department. Customer service reps are given a lot of leeway to make sure every customer is an enthusiastic customer. Sharing the Fun Hsieh believes so strongly in the Zappos culture that he's on a mission to share it with anyone who will listen. In a program called Zappos Insights, "Company Evangelists" lead tour groups of 20 around the Las Vegas head- quarters. Office cubicles often overflow with kitschy action figures and brightly colored balloons, giving participants a glimpse of a workplace that prizes individuality and fun as much as satisfied customers. Staffers blow horns and ring cowbells to greet participants in the 16 weekly tours, and each department tries to offer a more outlandish welcome than the last. "The original idea was to add a little fun," Hsieh says, but it grew into a friendly competition "as the next aisle said, "We can do it better?" The tours are free, but many visitors actually come for paid one. and two-day seminars that immerse participants in the Zappos culture. Want to learn how to recruit employees who are committed to your company culture? You'll get face time with Zappos HR staff. Yearn to learn what keeps customers coming back? Ask their Customer Loyalty Team. Hungry for a home-cooked meal? The capstone of the two- day boot camp is dinner at Tony Hsieh's house, with ample time to talk customer service with the CEO himself, Those who want to learn Zappos's secrets without venturing to Las Vegas can subscribe to a members-only community that grants access to video interviews and chats with Zappos management. Ask nicely, and the company will send you a free copy of their Zappos Family Culture Book, an annual compilation of every employee's ideas about Zappos's mission and core values. Hsieh has his own tome, too - Delivering Happiness. Zappos's Next Act So, what comes next? As Zappos grows within the Amazon umbrella, which is constantly growing as well, and as Hsieh devotes more time to community service and his writing and speaking engagements, can the Zappos culture survive growth and a possible leadership transition? Will Zappos continue to remain prosperous and keep its reputation as a great employer? Is Hsieh's unique brand of leadership so built into the firm's practices that Zappos will stay the same even under a new CEO?

Leave a Reply

Your email address will not be published.

Scan the code