3 Reasons Zappos Is One Of The Best Companies In The World
One of my favorite companies in the world is Zappos. I cannot wait to share this company with you!
I believe my first Zappos order was 10 years ago. My son needed soccer shoes and as most of you know-we live in rural Ohio- this was not an easy product to find in our town. With no options of sports stores selling soccer shoes within a 60 minute drive, I looked online.
I found Zappos.
I was amazed at the selection and prices, but I was still reluctant. However, I needed to get soccer shoes and I had to take a chance on this company. I pressed the button to place my order on a Saturday. By Monday morning the soccer shoes were on the porch!
I could not believe how quickly we received the package.
My son was so excited to open his new shoes and they were a perfect fit. Over the years, I have ordered thousands of dollars in shoes from Zappos.
I will tell you- not all of the shoes have been a perfect fit. But, Zappos has the easiest return of any company. An easy process online allows you to print the label, affix it to the box and return- at No Cost! And No questions asked!
So, how did this amazing company begin?
Founder Nick Swinmurn was walking around a mall in San Francisco looking for a pair of shoes. He was walking store to store to find shoes, but was unsuccessful. He left the mall empty-handed and frustrated.
He then decided to look online and was also unsuccessful. So, Nick took a big leap of faith and decided to quit his day job and start an online shoe retailer… and Zappos began.
The original organization was a website offering the best selection of brands, styles, colors, sizes, and widths of shoes. Over the years the company has evolved to offer many product selections. However, the focus on the customer has not changed.
How has this company, plain and simply, became one of the best online stores with the best customer service in the world?
Here are a few lessons I learned about Zappos that I believe has positioned them to be one of the best:
Value Driven Culture
CEO, Tony Hsieh defined Zappos corporate culture with ten core values. The day-to-day work environment remind and reinforce these values with employees, visitors, customers, and partners.
Zappos 10 core values are:
- 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
Zappos takes its values serious and reinforces the values culture in all aspects of the business. When an employee is hired, the interview is behavior based on the cultures. The orientation, training, evaluations, and spirit of the company is supported by the values.
Eliminating Barriers For The Customer
In Zappos humble beginnings, E-Commerce was not as popular as today. One of the reasons was the shipping charges. Therefore, CEO, Tony Hsieh had to overcome the barrier of charging shipping for the customer. Zappos never charges shipping on purchases.
Shipping charges tend to be one of hindering factors when buying online, and for this reason many companies today absorb them in the price or eliminate them. (This was not common in 1999.)
In addition to this perk, Zappos does not charge for returns. This is not so common to find online stores. This allows the customer to have the advantage of trying shoes on at home and return without any problem. This perk brings online shopping closer to the experience in physical store.
And if it was not enough, customers have a whole year to think twice and return the product.
Unwavering Commitment To The Customer
Zappos has an unwavering commitment of Zappos customer service.
The employees are empowered to solve incidents and do whatever it takes to serve customers online. The customer service employees do not work from a script but are encouraged to use their imagination to create happy customers. The focus is to allow the customer to feel as if they are in a physical store getting customized treatment.
I encourage you to take a lesson from Zappos. Ask yourself, How can I develop and reinforce values in my company culture?
How can I eliminate barriers for the customers we serve?
How can I develop an unwavering commitment to the customer?
Share which of these could make an impact in your organization.
Thanks for sharing and engaging in this community. I believe we learn and grow together!