Zappos

Author : ricoshenk
Publish Date : 2021-01-04


Zappos

Zappos is an online store that predominantly specializes in selling footwear and accessories. Unlike the majority of other retail companies, Zappos does not bet on prices but rather the high quality of goods and services that gives a competitive advantage to this e-shop. In addition to shoes, the store also sells clothing, handbags, houseware, and beauty products. This is favourably complemented by excellent service. Zappos hires and trains only the most polite people to communicate with and serve its customers. Besides, the company allows to return the goods within 365 days, an almost impossible to beat service and it is getting more and more buyers every day.

The warehouses of this company work around the clock for the clients have the opportunity to get their product in just a few hours after the order even if they live in another state. The company also relies on the trouble free and convenient process of making a purchase. Consequently, their customers have the chance to buy goods without further ado. Consumers can purchase the product by making just one phone call or sending one message. Thanks to the warehouses 24/7 work schedule, the goods will be delivered within a few hours. Therefore, it is possible to say that Zappos market offering is based on two major components: the sale of good-quality shoes, clothes and accessories, as well as excellent service provision, aimed at fully satisfying its customers.

The value proposition of the company is built on several crucial points. The first is the reduction of risk when making a purchase and after it. As it has already been mentioned, Zappos offers a service of the goods return within a year (that is a lot, compared to their competitors). Each customer wants to have a guarantee not only for a product itself but also in exchange for a purchase even after a long period. The stability and confidence of the quality and service are the priorities of the company.

The second point is a fast and convenient purchase. This point is closely related to the market value as Zappos provides an almost instant delivery service through the companys warehouses round the clock work. According to Tony Hsieh, the CEO of the company, the number of customers is constantly growing due to such delivery. Although the company invests in advertising, the word of mouth, namely recommendations, is now the primary method of attracting customers, which proves the effective connection between value proposition and market offering.

The third point is a competent employee training. Zappos has a special attitude to the staff as the companys management believes that well-prepared employees are a key factor in promoting customer satisfaction and return. Zappos employees are able to continue education, obtain new experience in exchange for the skillful construction and management of the dialogue with a potential buyer in the right way. As a result, the customers deal with polite, competent and pleasant staff that gives another competitive advantage for the company and improves the market supply.The unique service of the company, customer orientation and the high rate on repeated purchases is the main principle of Zappos in building a long-term strategy. The company establishes long-term relationships with its customers owing to the service which, in turn, is grounded on courteous staff members, very quick delivery, as well as the possibility of returning goods within 365 days after the purchase. All this gives many outstanding advantages for the company, and attracts more and more customers every day through the advice of the current clients. Customers tell their relatives, friends, and colleagues about the excellent service and prompt delivery. Also, it should be noted that an important factor in maintaining long-term customer relationship is a hassle-free way to get the products. The company provides an opportunity to buy an item by committing just one phone call or a message for a customer to have no problems filling out order forms or asking questions about the product, delivery, and other nuances.

Enjoy reading other posts prepared by Rico Shenk on https://elitewritings.com/blog/how-to-write-case-study-in-apa.html.



Category :others
Author Website : https://elitewritings.com/blog/how-to-write-case-study-in-apa.html

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