In late 2008, less than 10 years after its founding, Zappos anticipated reaching annual gross sales of $1 billion. When its founder first proposed the idea of selling shoes online, the concept was greeted with intense skepticism. Despite the challenges, the company had achieved dramatic success. PDF | On Jan 1, 2017, Bryan Golden and others published Zappos: An Experiment in Holacracy | Find, read and cite all the research you need on ResearchGate Zappos.com is an online shoe and Zappos. Timeline Three Cs Distribution Financials Opportunities & Challenges Discussion & Questions. Provide the best customer service possible. WOW philosophy. 225 hours of core training 160 initial/new hire training Additional courses: effective communication, coaching, overcoming conflict, & managing stress 39 Opt hours: Inspiring Great Although it is an internet company, Zappos finds that most customers telephone at least once at some point. Its philosophy is to view every one of the thousands of phone calls and e-mails it receives daily as an opportunity to build the very best customer service into the brand. To do that, Zappos would need to find call center reps elsewhere. Zappos‟ customer service included some straightforward but unusual standard practices—a 365 return policy, free shipping both ways, 24-hour customer service, a toll-free phone number for service inquires prominently displayed at the top of every page, and assistance in reaching competitors if Zappos could not satisfy a customer request. Dillon Phillips March 29 2019 Caste Study: Zappos 1. How does Tony Hsieh demonstrate the traits of effective leadership? Tony Hsieh demonstrates the traits of effective leadership by creatively leading his company ethically and integrally with a strong focus on customer service and the customer experience. For example, his drive to deliver 'WOW' in every shoe and clothing box and by Zappos is a classic example of consumer loyalty built in part on the relentless pursuit perfect, quick, and effortless service. Step into the Personal. Clear values, staff chosen based on those values, and vigilance for operational excellence dedicated to accurate, swift, and easy customer experiences Zappos.com is the largest online shoe retailer in America and it is owned by Amazon.com. The company is based in Henderson, Nevada. It was founded in 1999 by Nick Swinmurn. 1n 2009, the company was acquired by Amazon. Tony Hsier is the current CEO. Zappos mission is "to provide the best customer service possible". Zappos organized all aspects of its business (including recruiting, culture, call center, inventory, website, and supply chain) to provide the best possible service-it wanted to "wow" everyone who interacted with the company, from customers to employees to corporate partners. In an interview with Rebecca Henry, the former Director of Human Resources for Zappos, three key factors stood out: The company consciously decides what the corporate culture needs to look like. It then consciously reinforces and supports that culture through all of Human Resources and management work systems, initiatives, and projects. View Homework Help - Zappos.pdf from OPER 1021 at Boston College. 10/22/2017 Pearson Collections For the exclusive use of Z. Zheng CASE:GS65 DATE: 02/13/09(REVISED01/03/11) ZAPPOS.COM: DEVELOPINGA View Homework Help - Zappos.pdf from OPER 1021 at Boston College. 10/22/2017 Pearson Collections For the exclusive use of Z. Zheng CASE:GS65 DATE: 02/13/09(REVISED01/03/11) ZAPPOS.COM: DEVELOPINGA 2. Overview