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Zappos A Shoe Revolution

Zappos A Shoe Revolution. Patrick Amara Hung Justin Spenser. Zappos: How is it different?. 24/7, 365 return policy Houses its own inventory, no middle man Sells the most brands and styles anywhere for shoes Focus on customer service. Site’s Features. www.zappos.com. History/Background.

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Zappos A Shoe Revolution

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  1. ZapposA Shoe Revolution Patrick Amara Hung Justin Spenser

  2. Zappos: How is it different? • 24/7, 365 return policy • Houses its own inventory, no middle man • Sells the most brands and styles anywhere for shoes • Focus on customer service

  3. Site’s Features • www.zappos.com

  4. History/Background • Nick Swinmurn ShoeSite.com in 1999 All colors, sizes and styles shipped anywhere • Tony Hsieh – CEO and Co Founder in 2000 Investment through Venture Frogs

  5. History/Background 1999 Shoesites.com begins, offering 50 brands 2000 Changed name to Zappos.com Venture frogs invests 1.1 million “Best Strategy is selection and service” – Swinmurn 2001 Largest shoe retailer Acquires 100,000 sq ft warehouse 2003 Zappos sales top $70 million, while other box stores attempt to sell online 2004 Inventory grew from $5 million to 13 million that year 2008 offering over 1200 brands in 200,000 styles with over 900,000 unique UPCs 2009 Amazon’s Purchase of Zappos for 10 million shares and $40 million in cash and restricted stocks to employees for a total of $928 million

  6. Brand Culture • Zappos successful because of its employees • 3 steps to create brand culture Figure out your core values Commit to your core values Hire and fire based on your core values

  7. Core Values • Deliver WOW through service • Embrace and drive change • Create fun and a little weirdness • Be adventurous, creative, and open minded • Pursue Growth and Learning • Build open and honest relationships with communication • Build a positive team and family spirit • Do more with less • Be passionate and determined • Be humble

  8. Training • 5 week training course for all new hires. • Main focus: Customer service No scripts • Peer evaluations done by ability to “Inspire and live Zappos”

  9. Employee and Community Projects • 18 Different employee blogs • CEO & Coo, Parents, Health and Fitness, Technology, DIY etc… • Community Service – Projects every month, sometimes twice. • Oct: 7th annual goodie two shoes – 7000 pairs of shoes to 1500 children at 14 local boys nd girls clubs • February: Zappos Fulfillment Center, ZFC, raised $5,785 for the Special Olympics

  10. What competition does Zappos have? • Brick and Mortar retailers • Payless Shoes • Foot Locker • Various Department Stores Other Online Retailers -- Shoes.com -- piperlime.com -- Online Manufacturer Outlets

  11. What does Zappos share in common with its competitors? • Free shipping and returns. • Organized internet-based user interface. • Similar checkout procedures.

  12. What makes Zappos different than its competitors? • Zappos has more brands in stock than its competitors (1,037 in total). • Warehouse location gives it competitive advantage. • A unique and effective customer service experience available 24/7.

  13. Zappos Model of Success • Large selection. • User friendly shopping interface. • Warehouse capable of moving goods quickly. • No shipping costs or return costs. • A focus on customer service. • Zappos strives to make people the most important component of an e-commerce business.

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