Zappo

Human Resource and Diverse Workforce within Zappos

Human Resource and Diverse Workforce within Zappo

The Zappos Family of Companies, a subsidiary of Amazon.com, is a leader in online apparel and footwear sales by striving to provide shoppers the best possible service and selection. The companies carry millions of products from over 1,000 footwear and apparel brands. Zappos was established in 1999 and currently based as an Internet retailer in Las Vegas. At the turn of the millennium, Zappos struggled to survive. The company hired a consultant named Tony Hsieh to figure out what would save Zappos. During the ongoing economic slowdown, the company has to face downsizing, reinforcing Zappos’s core values, and supporting the value of employee diversity. How did the Zappos resolve these issues?

Literature Review

Zappos is a responsive organization in several ways; it strives to provide the best customer service possible and to make employees happy. For the best customer service, the company has made their brand all about its customer service. If the customers call Zappos looking for some shoes, and they do not have them, they will find out where the customers can get them. If a customer calls and asks about his or her order, the next time the customer orders, he or she will get priority overnight. If customers are not happy with the purchase and send it back, they will pick up the shipping and give customers a refund. Zappos provide free shipping both ways for customers. For making employees happy, the company enhanced its culture designed. Hsieh believed that happy employees would deliver superior service. When customers take a chance on picking out shoes from a website, they want to trust that the seller will ensure they are satisfied with everything about purchase, from shoe style and fit to fast delivery and an easy returns policy. The approach quickly began to stimulate sales, and the company business was successful. Unfortunately, the 2008...