Zappos is notorious for its unconventional ways of doing business. It believes in impressing and wowing its customers. For me, I think its strategy is commendable and worthy of emulation. It underlines the importance of companies making strategic goals that put customers and employees at the center.
Arguably, Zappos’ radical approach stems from the commitment it gives to its mission of making customers happy. Since its inception, the company has invested heavily in equipping its employees with tools to improve customer experience (Cancialosi). This investment, coupled with job enrichment policies, has facilitated the objective of impressing customers. Consequently, by adopting a customer-centric approach built on good working experience, Zappos has created an enviable emotional connection with its consumers. The testimonies of its buyers are legendary and demonstrate how espousing a radical approach can lead businesses to success.
Comparatively, I think Traders Joe’s, a grocery chain, is another company that has the same level of customer service. Similar to Zappos, this entity prioritizes its clients and employees. It does everything possible to increase customer satisfaction, even if that means bending some rules to allow flexibility.
After reading and watching the provided materials, I think Zappos would be an ideal working place for me. One thing that endears it to me is the treatment it gives to workers. Unlike many companies, it gives its employees a sense of ownership. For me, this characteristic is critical, as it allows me to innovate and participate in initiating change and improving the experience of those that purchase the customer’s product. As such, I end up becoming an active contributor to the mission and vision of Zappos rather than being a mere mechanical/robotic worker.
Work Cited
Cancialosi, Chris. “Preserving a Culture People Love as Your Company Grows: Lessons
from Zappos. Forbes, 20 May 2017. https://www.forbes.com/sites/chriscancialosi/2017/05/30/preserving-a-culture-people-love-as-your-company-grows-lessons-from-zappos/#1399732712ba
Accessed 18 September 2o20
