Superior Customer Value at Zappos

NSU H. Wayne Huizenga School of Business & Entrepreneurship 

Assignment for Course: | (MKT 5017 – Delivering Superior Customer Value) |

Submitted to: | Dr. William C. Johnson |

Submitted by: | Sandra Goldson |

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Date of Submission: October 11th, 2015Title of Assignment: Zappos Group Term PaperCERTIFICATION OF AUTHORSHIP: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared by me specifically for this course.Student’s Signature: ___Sandra Goldson_________________________Instructor’s Grade on Assignment: Instructor’s Comments: | |

Customer Value Term Paper-Zappos

The purpose of this research is to provide readers with an insightful and in-depth reading that identifies Zappos value proposition and strategies for optimizing, communicating and delivering customer value. This reading will also focus on Zappos status on customer service, marketing, the organizational responsiveness, and how the company creates and delivers satisfactory customer value. In determining these objectives this research will apply a Customer Value Assessment Tool (CVAT). The CVAT valuates with the Zappos' four (SQIP) components that are used to appraise customer value. The CVAT identifies and improves the value delivery in service, quality, image and value-based pricing. Additionally, through the use of the Customer Value Funnel approach, this analysis will target the macro and microenvironment, which helps in identifying the overall business performance. Lastly, this research will provide a strategic set of recommendations that will help management improve the operations of the business.

Zappos Strategies towards Customer Value

Customer Service

Zappos is known for their superior customer service and building...