Zappos Case Study

* 1. Draw and describe the customer benefit package that Zappos provides. Identify and describe one primary value creation, one support, and one general management process you might encounter at Zappos.

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* Customer Benefit Package Zappos provides:

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* ZAPPOS

ZAPPOS

* 365 day return policy

365 day return policy

Free shipping

Free shipping

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* Surprise upgrades for faster shipping

Surprise upgrades for faster shipping

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* The case study mentioned three customer benefit package. First, they have free shipping is in both directions on all the purchases made in Zappos. Second, it often gives surprise upgrades for faster shipping and lastly, they have 365 day return policy which only applies if the item/ product is unworn and never used. But since they strive for a good customer relationship, they sometimes bend this policies.

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* Primary Value Creation- Zappos’ primary value creation process is to “Deliver WOW through service” in which they have successfully delivered like their free shipping fees, surprise upgrades for faster shipping, 365 day return policy, helpful call center team and a fast response from their customer service.

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* Support Process- Zappos’ primary value creation is aided by their use of a computer system, Genghis that manages all their operations. It carries out their order entry, warehouse management, inventory, and e-commerce system. Genghis is both useful to customer and also the employees of the information and alerts they needed to satisfy each other.

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* General Management Process- Zappos’ incurs a marketing cost on the strategies they make for the enhancement of customer experience of the buyers. They also have experiences call center agents that does not operate on scripts and their one true mission is to help and delight callers.

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