MGT 3354 Unit 5 Discussion Case 11 – Zappos
Case 11 – Zappos
This discussion deals with Zappos Read the Case Study, then reflect on the following Case Study Questions:
- Has Zappos developed long-term relationships with customers and employees that provide a competitive advantage? Explain.
- What are the ethical risks facing Zappos in the future?
- Fix my GPA will help you complete your online class
Instructions
- Read the textbook’s Case 11 – Zappos
- Post Initial thoughts regarding Unit 5 Discussion questions, due by Friday night at 11:59 p.m.
- Post Response due by Sunday night at 11:59 p.m.
MGT 3354 Unit 5 Discussion Case 11 – Zappos Answer
How Zappos has developed long-term relationships with their customer base is to provide what Zappos calls the WOW factor with each of their customer experiences. With over 75% of purchases made by repeat customers, Zappos is proving that providing the best customer service possible is a successful business plan. Another factor that contributes to long-term success is Zappo’s unique return policy. They encourage returns because Zappos employee base is committed to providing the best customer service and with their 365 return policy and free shipping on top of it, the customer might not like the pair of shoes they order. Maybe they just don’t like the pair 3 months later. So the Zappos employees are committed to helping you find that perfect pair or pairs of shoes, they actually encourage buying multiple pairs to try and then return the ones the customer did not like. The Zappos employees will even help customers find deals on competitor products, now that is a commitment to their customer service…….
