Zappos Corporate Culture

Zappos Corporate Culture
Zappos is an online shoe retailer founded in 1999 by Nick Swinmurn. Swinmurn became tired of not being able to find the right pair of shoes in
retail stores or mom and pop stores located on the internet. He discovered that there was no major online retailer that specialized in shoes, so he
created Zappos. Zappos has a very distinctive corporate culture. Zappos approach to corporate culture is Great benefits and a workplace that is fun and
dedicated to making customers happy. The shoe retailer has a unique hiring process which starts with a cultural fit interview. The interview carries half
the weight of determining whether or not the applicant is hired. The cultural fit interview determines whether or not an applicant will get called back,...
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The company is dedicated to inspiring, educating, and outfitting members and the community for a lifetime of outdoor adventure and stewardship. The
company is a co–op, so rather than making money off their consumers they return profits to customers as a patronage. Since the company is a co–op,
the 10,000 employees also have a stake in the company giving them a yearly dividend of profits. The company hires people who immerse themselves
in the outdoors in the personal lives creating for a better work environment because employees share the same hobbies as the customers. CEO Dennis
Madsen states that employees like the idea of incentives. At REI employees compete in challenge grants to win equipment. Last year REI gave away
$30,000 in equipment to its employees. The company partakes in outdoor trips that employees enjoy partaking in allows for employees to enjoy
working for the company. The company's culture is created for the love of the outdoors. Employees, the company, and customers are all engaged in the
same hobbies which creates a fantastic culture and values that they all
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How Is Siddhartha Successful
Great achievement is always correlated with fame and riches, but is that all? What about happiness, knowledge, and family? In the book Siddhartha by
Hermann Hesse, the most successful characters are Siddhartha and Vasudeva. Based on their pursuit of knowledge, evaluating themselves and their
psychological happiness, they have both become the characters that have lead a successful life. Leading a successful life is no easy task, they are
faced with many obstacles.
Initially, Siddhartha would've been the successful character of the two, but thinking back on Vasudeva and how he had his priorities straight from the
beginning, it would make him be more prosperous in life. The article "How 9 Incredibly Successful People Define Success" says, "Zappos ... Show
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Individuals who are so spiritually in touch with earth and themselves. They both have achieved the look, listening skills and guidance as one who
lives in unity. This is known as Nirvana or ultimate enlightenment, it can not be taught, and both Siddhartha and Vasudeva have pursued it time and
time again. Success didn't arrive to them early in life, it came when they were old and grey or hours before their death like Vasudeva. In the book it
states, "With great joy and gravity he watched him, saw his steps full of peace, his face glowing, his form full of light" (Hesse 137). Vasudeva left
into the woods to die peacefully once he reached perfection, unity. This relates to the article, "Your Lifes Purpose? What they do and Why they do
them" by Scott T. Allison because of the journey and struggles you go through before reaching success. The article states, "Once you return from your
journey, you will use your new–found gifts to make the world a better place" (Allison 1). This is related to the success of Siddhartha and Vasudeva
because they both helped others with their unique set of gifts. Which is being stated in the book "Give me something to help me on my way,
Siddhartha" (Hesse 149). Giving advice to Govinda is just one of many skills Siddhartha now has. Listening and giving advice to others, taking them
across the river, patience and so much more are the skills Siddhartha now has. However, Vasudeva and Siddhartha would go through hurdles in their
life, so when they finished, they were much older,

Personal Statement For My Management Class
Patrick Arakelian
10/24/2015
MGT360 Hanen
Excellent Leadership During my hours studying and reviewing for my management class I have came across countless amounts of triumphant people,
in addition to many diverse characteristics to exemplify ideal management skills. Respectively, I came across several leaders and CEO'S who both
stunned me and overwhelmed me with their techniques they used. However, none other than Tony Hsieh CEO of Zappos had me intimidated the way
he did. For those of you who do not know what Zappos is, Zappos.com is an online shoe and clothing superstore that is based in Las Vegas, Nevada.
At 41 years old today Tony is a man of knowledge, humbleness, respect, and most importantly a man who owns a company worth working... Show
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The intrapersonal perspective of authentic leadership focuses on the leader and characteristics like self–concept, while the interpersonal perspective
defines authentic leadership as a relational process created by leaders and followers (Northouse, 2012)." In order to classify someone as a leader
we need to know ourselves what even makes a leader. For short, according to our text book we can say, "Leadership is the process of inspiring
others to work hard to accomplish important tasks (Schermerhorn 318)." It helps to think of leadership as the process of inspiring others to work hard
to accomplish important tasks, such as Communicate the Vision, Build enthusiasm, and continue to motivate commitment to hard work. When it
comes to the place of being an executive, remuneration power is the skill to persuade through plunder. It is the capability to present a great
importance from an encouraging result as a technique to persuade others performance. This engages us the use of encouragement such as pay raises,
bonuses, promotions, special assignments, and spoken or written compliments managers can says, "If you do what I ask, I'll reward you." With Tony,
it was even more than that. The work environment he provided was just remarkable, the benefits he made available for his employees were unlike any
other from other companies. In addition to, a couple ways I can describe Tony's leadership in action would be after

Essay on What Do People Do When They Are Leading
What Do People Do When They Are Leading
Brenda L. Williams–Capers
Dr. Eddie Montgomery
Lithonia Campus
BUS–520 Leadership and Organizational Behavior
June 2, 2013
Strayer University
Abstract
This paper will analyze the leadership style and philosophy, of Tony Hsieh, CEO of Zappos.com, an on–line footwear and clothing retailer that has
become a gold standard for customer service and company culture. The paper will also analyze how Tony Hsieh's leadership style aligns with the
culture, and examine his personal and organizational values. It will also examine how those values are likely to influence ethical behavior within the
organization.
Tony Hsieh: What Do People Do When They Are Leading
Tony Hsieh got his start as the ... Show more content on Helpwriting.net ...
Tony Hsieh's philosophy is "Employees happiness is a natural–by product that leads to profits, passion, and purpose, for the individual and the
company" (Tony, 2012). Tony Hsieh is able to gather people around him and influence and motivate them to join his team and work to achieve
objective. In order to achieve this Hsieh and his team created the 10 Core Values of Zappos: 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
These core values and Heish philosophy is what has helped Zappos to grow to $1 billion gross merchandise sales by the end of 2008 (Zappos,2013).
Tony Heish Personal and Organizational Values
The personal and organizational values mirror those of Zappos cultures values. Heish wants Zappos employees to feel like family members than
co–workers. He encourages employees to socialize both in the office and out. Heish personal philosophy when hiring a new Zappos employee starts
with this question. "Is this someone I would choose to hang out with or grab a drink with, if we weren't in business? If the answer is no , we wouldn't

hire them"(Heish, 2012).
Tony Heish influence on ethical behavior within the

Organizational Structure: Zappos Essay
The Organalizational Structure of Zappos.com Mark Douanglathay MGT230 January 10, 2013 Susan Cannon The Organizational Structure of
Zappos.com The organizational structure of Zappos.com is revered as one of Americas' most innovative corporate cultures. The unique structure of this
company has been so successful that they have a department for business–to–business consultations that assist other companies interested in adopting
the model into their own organization. From a struggling start–up business to a $1.2 billion merger with Amazon.com, the company has remained true
to its value of "delivering WOW through service" not only to its customers but also to its employees as well. Although there are hierarchical levels,
there is a... Show more content on Helpwriting.net ...
In 2008, Apple released an e–mail synchronization program called MobileMe on the iPhone that was supposed to rival that of BlackBerries e–mail
program. Unfortunately, the debut of MobileMe was a flop. A very disappointed Steve Jobs summoned the MobileMe team, proceeded to berate for
half an hour, and then appointed a new executive to run the group on the spot (Lashinsky, 2011). To the masses of devoted Apple product users,
working at Apples' campus would be geek heaven. However, according to Lashinsky (2011), "Apple also is a brutal and unforgiving place, where
accountability is strictly enforced, decisions are swift, and communication is articulated clearly from the top." Organizational structure is not always so
cut and dry. These days, more and more organizations are looking to flatten their hierarchy to pursue a collaborative environment. Google's
organizational structure, like Zappos, is flat with low levels of management. Google encourages employees to take initiative without needing approval
from multiple levels of managers. To inspire the spirit of innovation in its employees, Google came up with the 70–20–10 rule. Frenz (2013) states,
"They have the freedom to spend 70 percent of their time on current assignments, 20 percent on related projects of their choosing, and 10 percent on
new projects in any area they desire." Employees have the freedom to set their own goals and change

Company Overview : Zappos, Inc
Company Overview
Zappos, Inc has been on the Fortune 500 "Best Company to Work for" list several consecutive years in a row. Zappos has also realized sales growth
of one million to several billion in a short period (2014).Nick Swinmurn founded Zappos in San Francisco, California in 1999. Mr. Swinmurn had a
vision that there could be a more efficient and selective alternative to shopping for shoes and felt that the internet was the solution to in–person shoe
shopping restrictions. Just a year later, Tony Hsieh, a Harvard University graduate, who initially served as an investor, joined the organization as
Co–CEO in 2000. He immediately began working on developing the core values of the company and shifted his focus on the culture of the
organization and making the workplace enjoyable for every employee. In the evaluation of the company's global culture it was decided to relocate the
company to Las Vegas, Nevada in 2004.
When it comes to the hiring process, Zappos is unique in their approach to selecting candidates. Instead of the typical reserved corporate look and
atmosphere, they are always looking to acquire staff that can fit into their more relaxed, but hard–working and creative, culture. Tony Hsieh was and
still is passionate about creating a happy environmental that everyone would be talking about. With the help of the Zappos employees, he created the
"10 Core Values" which has been a driving force in the company's success. (Zappos, 2014)
Much like its selection

Tony Hsieh
A Leadership Profile of Tony Hsieh 2
2
3
A Profile of Tony Hsieh
A Leadership Profile of Tony Hsieh
CEO of Zappos.com
Jeremy A Later
University of Louisville
Dr Bradley Carpenter
ELFH 490–91
1
15 May 2015
A Leadership Profile of Tony Hsieh Tony Hsieh graduated from Harvard University in 1995 with a computer science degree and went to work for the
computer software giant Oracle. Then he quit.
He quit because he was bored and didn?t see himself fitting well into a typical corporate environment. Leveraging relationships with capable friends, he
immediately co–founded a small web–based advertising company called LinkExchange (Hu and Mitchell, 1998, para. 5). Using a creative and
collaborative environment, the company accrued more ... Show more content on Helpwriting.net ...
Sources of conflict are ?personal differences, informational deficiencies, role incompatibility, and environmental stress? (Whetten and Cameron, 2011,
p. 380). If there are conflicts in Zappos, they are very likely to be issue–focused conflicts where there is a resource allocation decision to be made or
informational deficiencies (Whetten and Cameron, 2011, p. 379). I arrived at this conclusion by examining other sources of conflict listed by Whetten
and Cameron (2011) as incompatible roles, and environmental stress and determined they were not as likely due to the structure of the Zappos
organizational

Company Profile Of Nick Swinmurn Company
Nick Swinmurn founded Zappos in 1999 after he had spent a day shopping for shoes in San Francisco. After browsing online, Swinmurn chose to quit
his job and start a shoe website that offered the best service and best selection. The website was originally called ShoeSite.com and it started as a
middleman, transferring orders between suppliers and customers but not holding any inventory (a "drop ship" strategy). The website was eventually
renamed Zappos, in reference to the Spanish word for shoes (zapatos). In 2000, entrepreneur Tony Hsieh was chosen as the company's CEO. At 26
years old he was an early investor in Zappos, already making $265 million by selling his startup company to Microsoft in 1998.
Tony wasn't initially sold on the concept of an Internet shoe store. He notified Inc. magazine, "It sounded like the poster child of bad Internet
ideas...but I got sucked in." After Tony became CEO he made an unconventional decision to continue operating Zappos, even selling his San
Francisco loft to afford a new warehouse and once making his salary at just $24. Zappos didn't do well for its first few years, making sales but not
producing a profit. The dotвЂђcom crash made Zappos lay off half its staff, but the company eventually recovered. By the end of 2002, Zappos
generated sales of $32 million but still was not profitable. In 2003, the company decided that it had to control the whole value chain in order to offer
the best customer service. They made the whole value chain from

Integrating Culture and Diversity in Decision Making Essay
Integrating Culture and Diversity in Decision Making: The CEO and Organizational Culture Profile BUS 520 – Dr. Joy Lee Story August 3, 2013 1.
Provide a brief (1 paragraph) description of the organization you chose to research.Zappos was founded in 1999 during the dotcom boom by Nick
Swinmurn [ (Twitchell, 2009) ] on a quest to buy a pair of sneakers at a local mall. It has grown in to a 1.2 billion dollar subsidiary of Amazon.com and
a leading on–line provider of everything from shoes to couture handbags. They have done this with a simple motto: "Powered by Service". Providing
all of their customers with free (sometimes next day) shipping and returns, Zappos has invested in the power of word of mouth to fuel their business....
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Zappos seems to suggest that the way they treat their external customers as a company and the way their internal customers treat each other are not
varied. In each of the videos posted on their company blog, employees regard their Core Values as both the way they guide their interactions with
customers and with each other. Though subcultures do seem to exist (based simply on the variety of employee groups with blogs on their website),
Zappos has taken great strides through rituals like their "Wishez" program to keep those unique subcultures from becoming countercultures that work
against the common goals of the company. Indeed, relationships within these subcultures seem particularly strong. In one video describing the
"Wishez" program and the way it bonds other departments together, employees seem to indicate that without it they might have never interacted in the
first place. This seems to lend itself to Barker and Tompkins theory that "employees [maintain] a tendency to identify more strongly with their
individual work teams than with the company as a whole". [ (Schrodt, 2002) ] In one video, an employee identifies that she has hired a marching band
to come and play Happy Birthday for another employees 40th birthday because he had teased when she turned 40. They work in the same department.
By forging such

Online Shopping Is A Growing Trend
In today's time, online shopping is a growing trend. Developing new and exciting ways for buyers to buy and receive items without having to step
foot into a mall or shopping center. It becomes more convenient for the busy people in the world. Whether its grocery shopping or clothing, you can
buy it online without hassle. Zappos is an online clothing and shoe company that has shown great progression from when they began. Zappos CEO
Tony Hsieh, has run his company with an approach to serve products in the finest timely manner and with great service. On his quest to rise to the top,
can Zappos CEO continue with the same mentality he has had with the company since the beginning? Tony Hsieh demonstrates a different type of
leadership. When you think of a CEO you may think of someone that is strict and is always about business and making money. Tony Hsieh isn't that
type of CEO. His leadership traits are very different from the norm. According to The Muse, "Tony is known for communicating with all employees
directly via personalized email updates, all–hands meetings, and informal team gatherings, making sure that significant company news comes straight
from the top. But it's not a one–way lecture–Tony take time to really listen to his employees, too." (Fayer). Hsieh shows many traits of effective
leadership one being a servant leadership; one that is follower–centered and committed to helping others in their work. It seems Hsieh feels as though
work shouldn't feel like work, but

Assignment 2: Integrating Culture and Diversity in...
The number one philosophy of building a great business is to fill a void. Nick Swinmurn founder did just that in 1999 when he started Zappos.com
Inc (Zappos.com). Mr. Swinmurn wanted to start an online store that catered to selling a great selection of shoe after going to a mall and he could not
find the shoes he was looking for (Eng 2012; Zappos.com). The website was dedicated to the selling of wide variety of brands, colors, sizes, and
widths; if you are looking for a shoe chances are Zappos.com has them. There was finally a website customers could go and shop for the best shoes
and have no trouble returning the shoes if it did not fit. The website started by Nick Swinmurn going into stores and actually taking pictures of shoes
then ... Show more content on Helpwriting.net ...
Due to the fact employees do not have to check with management to in order to help the customers, employee's are tasked with coming up with out the
box ways to provide better customer service (Kopelman at., el 2012; and Zappos.com). According to the Kopelman article, "Zappos also encourages
employees to respond spontaneously and warmly to customers...One Zappos employee, for example, sent flowers to the funeral of a customer's
husband, an action that was taken without first checking with a supervisor. This gesture purportedly earned the company 30 loyal customers" (Page 67).
Determine the factors that caused the organization to embody this particular culture:
Innovation has been another key component for Zappos.com Inc. The company itself was started by an innovated idea of having a large inventory shoe
store online and it has continued to be innovated from offering free shipping to having an intelligent tracking system. Such innovation has been geared
towards a productivity–driven practice. Normally inventory is stocked in a warehouse by stacking the shoes with the same brand by each other;
however Zappos tracks each pair of shoe allowing for random stacking and saves lots of time (Kopelman at., el, 2012). This means the shoes or
products gets to the consumer faster.
Determine what type

Essay On Zappos
Tony Hsieh is the chief executive officer or CEO of Zappos Inc. He has become a well know business man thought his unconventional ways of
running his business and though his different life style. Zappos was founded in 1999 by founder Nick Swinmurn (About Zappos, 2009). Since then,
Zappos has grown in to a successful company. What makes Zappos different is not how successful the company is but how they got there. The ways
Tony operates his business, how Tony personality effect his employees and how Zappos has made change to better suit there needs.Tony Hsieh
approach to management is a unique and very rare style that you really don't see in traditional companies. In one word we can describe his unique
style as a holacracy way of running ... Show more content on Helpwriting.net ...
Zappos as excelled at both. One thing I would consider to be Zappos greatest strength is the ability to bring people in and include them into their
family. In other words, if people feel like they have a purpose and don't want to let down their peers, they will be motivated to do their job well.
However, just because you already are a great company does not mean you don't have your faults. One of Zappos greatest weakness must be that
customers do not have the ability to try on their shoes before trying them on. The shipping may be free to deliver and to ship back but it takes time
to do both. Something that the customer might not have. Zappos have also had major changes here recently. In 2009, Zappos and Amazon pair up.
This change has dramatically change the way Zappos sells and ships their shoes. Amazon has help Zappos growth in the recent years. Because of this
decision that Zappos has taken I believe that it will continue to be successful. Which leads me to answer the question, would I want to work as a
manager at Zappos? I would have to say yes. The culture that Tony has created makes for a once in a lifetime opportunity to work in a nontraditional
environment.
In conclusion, Zappos has challenge the mindset and traditional boundaries of today's work environment. Zappos success starts from within the
company and branches out. Tony's way of operating his business and personality along with the right decisions the company has made makes it one of
the most interesting companies of todays time. When you take care of your employees the rest takes care of its

Zappos
Delivering Happiness
Final Paper 8/22/2012
Zappos, an online retailer, is proving that an unfamiliar approach to business can also help grow revenue. Zappos revenue grew from $1.6 million in
2000 to $1.64 billion in 2010. How can a company focused on happiness be successful? Zappos corporate culture and focus on customer satisfaction has
made it both successful and a model for other companies. Zappos focus on stakeholder happiness contributed to its success. Tony Hseih in his book
Delivering Happiness says, "It's a brand about happiness, whether to customers or employees or even vendors" (Delivering Happiness) In 2000,
entrepreneur Tony Hsieh became the company's CEO. Hsieh was 26 at the time and surprisingly was not sold on the ... Show more content on
Helpwriting.net ...
As the world and business tends to evolve, now more rapidly then ever, the company is able to stay ahead by driving the change and evolving faster
then the competition. Changing and service are not the only keys to success as the third core value is to "create fun and a little weirdness". This is
another driving force that Zappo possesses that differentiates itself from other companies. The company culture embraces fun and humor. Zappos
strives to have a unique and memorable personality. There company culture is what makes it successful, and they believe that embracing their diversity
and each person's individuality will help with creativity. Through this culture a positive result has been the support of people to "think outside the
box". When you are combining weirdness and having a little fun at work, it is a win– win for everyone. Employees are more engaged in the work that
they do, and the company as a whole becomes more innovative. Zappos is a risk taking organization where making mistakes is encouraged. You do
not hear that too often, as we discussed in class mistakes are frown upon, at Apple the employees are sometimes beaten! At Zappos, call center
workers are prompted to try new things to delight customers. Managers are asked to take their team members out of the office as a way to get them to
think about their jobs differently and create stronger bonds. There main goal is to be

Consumer Satisfaction In Zappos
Zappos' has placed a great deal of emphasis on consumer satisfaction which has contributed to their profitability (Ferrell & Hartline, 2014).
Consumer satisfaction is the key to consumer retention (Ferrell & Hartline, 2014). Fully satisfied consumers are more likely to become loyal
consumers, even advocates for the organization and their products (Ferrell & Hartline, 2014). Satisfied consumers are less likely to explore
alternative suppliers and their less press sensitive (Ferrell & Hartline, 2014). Therefore, satisfied consumers are less likely to switch to a different
competitor (Ferrell & Hartline, 2014). Satisfied consumers are more likely to spread positive word–of–mouth about the organization and their products
(Ferrell & Hartline, 2014). However, the way the consumers think about satisfaction... Show more content on Helpwriting.net ...
Managers, particularly those in the frontline, must understand that an endless number of things can and will go wrong in meeting consumers'
expectations (Ferrell & Hartline, 2014). Even the best strategies will not worker in the event of a consumer being in a bad mood (Ferrell &
Hartline, 2014). Although some factors are simply uncontrollable, managers should be aware of these factors and be ready to respond as needed
(Ferrell & Hartline, 2014). A key aspect of Zappos' consumer services model is that nothing is scripted (Ferrell & Hartline, 2014). Employees have
free reign in their decision–making and are expected to spend as much time as needed to wow the consumer (Ferrell & Hartline, 2014). The employee
is to help consumers shop, even on their competitors' websites, encouraging the consumer to buy multiple sizes or colors to try, and do anything it
takes to make the shopping experience memorable (Ferrell & Hartline, 2014). Zappos' consumer service representatives try to develop relationships
with their consumers and make each individual consumer happy (Ferrell & Hartline,

The Seven Steps Of A Healthy Organization
At the beginning of doing my research I was not sure what Organizational culture was. In fact, I thought it some kind of innocuous entity with no real
meaning at all, but I now know that it is so much more than that. Organizational culture is a companies back bone that determines the type of
organization that it will be and what it values above all else. It also determines if it will have a healthy organizational culture or not and with it a great
company can be constructed or demolished. The seven steps of a healthy or unhealthy organizational culture can be found in any company whether it
be in public or private sectors. The difference and important part is how a company implements these stages, in using these seven stages with deliberate
purpose and putting in the effort necessary an organization can keep a healthy culture within it. Nevertheless, if an organization just leaves its culture
and let it become what it may then anything can happen but without constant care and forethought it is likely not to work out for the best. In both
healthy and unhealthy culture there are seven key factors that make them distinguishable to the outside or inside observer. The first is innovation and
risk a company that encourages its employees to take risks and think of new innovative ways to do things is well on its way to having a healthy
organizational culture. Although risk taking in a company is encouraged if a company pushes its employees to take unnecessary risks this can

Bless Me Ultima By Rudolfo Anaya
Bless Me Ultima
Topic #2
Abid Ahmad
Abid Ahmad #1 An essential part of someone 's life is a place where they are left alone with their own thoughts, not being judged by anyone or
anything outside of them. In many cases, this sense of safety can only be found within themselves, because their world is being torn apart by outside
influences that have little regard for their own perspective. Similarly, this is ever–present with Antonio and his family in the book Bless Me Ultima by
Rudolfo Anaya. In almost every aspect , Antonio 's family persistently attempts to influence him to their own accord, with even his brothers becoming
distant memories that left him and expecting him to fulfill his parents ' antithetical wishes. ... Show more content on Helpwriting.net ...
While his mom argued it would be best for him to become a Luna and be connected to the Earth, his father's side argued that the Marez blood inside
of him would compel him to become a vaquero, free to roam the grassy plains and not being shackled by anything. His dream encapsulated the idea
of his thinking and identity being imposed on him literally from birth. A child's mind is like clay that can be molded in an infinite amount of
directions. The absolutely worst thing a person could do to this flower of growth is to put it in a box that restricts it from germinating on its own. The
only saving grace that Tonie found in this dream was Ultima, who eloquently scolded both sides of the family in saying that only she knows what
Antonio will become in life. This concept of Antonio's parents tearing him apart from either side and Ultima giving him the peace of mind of his own
critical thinking is a recurring theme. As Antonio's mother and father were simultaneously attempting to pull him to completely opposite shores of
happiness, they created a chasm of uncertainty that Antonio had become very susceptible to crashing through. Unfortunately, the people furthest away
from Antonio only increased the pressure on his shoulders. Antonio had a deep admiration for all three of his brothers that went off to war.Since his
brothers were gone for so long, they are portrayed as distant characters that were always so far away

Zappos: Too Many Chiefs And Not Enough Indians
After doing some research, the largest problem with Zappos is "a workplace where on one and everyone is the boss" (Noguchi, 2015). As their
newly appointed CEO, I would stand up and take charge in order to reorganize the company. The phrase "too many Chiefs and not enough Indians"
can be applied here because it is unclear who are Chiefs and who are Indians. Zappos' lack of structure and management is a direct cause of this. In
order to gain structure, I would first determine who in the company has been there the longest, who improved processes, who achieved goals within
the company, and finally, who is able to manage people. Once these people are determined, we can analyze their values and personality traits so that
they can be appointed to the right position. To make sure all the HRM regulations are in order, we will make sure to appoint a diverse managerial staff
with different cultural backgrounds. Furthermore, we will need to assess who is best for which managerial positions. Some employees will need to be
top management, middle management, and first–line management. The following chart will show which areas are needed: ... Show more content on
Helpwriting.net ...
I say this because these are the people who will be in charge of the employees directly working with customers. After all, customer satisfaction is what
will keep existing customers coming, and bring new customers in. As CEO, I will ensure the people working in top management are of the highest
quality because these are the people who are representing the company. The term "holacracy" should be no more at Zappos as it has given the
company lack of structure. Therefore, adding management back into the company will add structure and will make the processes run more

Tony Hsieh Zappos
Tony Hsieh wants to take Zappos in a new direction with the introduction of a new product line, the mindset of the CEO is that there is no limit to
what Zappos can accomplish with the right leadership, which can make or break a company. A company that attempts to move their company into
another industry, without doing research or contact customers to get feedback on what new product they want to sale in their stores. Keeping in mind
that they have to answer to their stakeholder also executive members (Ferrell & Hartline, 2013). The dedication to keep the customer and employees
happy has Zappos listed as the best company to work for, 50 of the most groundbreaking corporations, also included in the World's Most Ethical
Businesses. Zappos welcomes

Lack Of Leadership In Zappos
One of the world's most successful online retailers, Zappos, has garnered substantial amount of attention in recent news. Zappos delivers an array or
products over the Internet, such as shoes, handbags, offering free and fast deliveries. The company, which was newly acquired by Amazon for about
$1.2 billion, remains as an independent subsidiary (Sanghera, 2015), retaining Tony Hsieh as the chief executive officer (CEO). However, as Zappos
grew, innovations slowed, and the infamous company culture began to lose momentum with an expanding workforce and having more managers
joining the ranks (Gelles, 2015). Hence, all eyes are set on the multi–billion dollar company, known for it's unmatched customer service and eccentric
company culture (Mitchell, ... Show more content on Helpwriting.net ...
2015. "Zappos: Accept "Constant Change' Or Quit; Company's new system, Holacracy, replaces hierarchy with "circles'" Investor's Business Daily,
April 6. Retrived on September 11, 2015) . (http://lexisnexis.com)
McGregor, Jena. 2015. "Pushing Shoes and a Vision" The Independent (independent.co.uk), May 12. Retrived on September 11, 2015. (http:/
/lexisnexis.com)
Mitchell, Dan. 2008. "Shoe Seller's Secret of Success" The New York Times, May 24. Retrived on September 11, 2015 . (http://lexisnexis.com)
"Rights, not perks, drive entrepreneurs on." 2015. The Sunday Business Post, May 24. Retrived on September 11, 2015. (http://lexisnexis.com)
Rothberg, Daniel. 2015. "With no bosses, how do Zappos employees get raises?" Las Vegas Sun, July 15. Retrived on September 11, 2015. (http:/
/lexisnexis.com)
Sanghera, Sathnam. 2015. "If Holacracy enters your workplace, don't wait – run for the hills" The Times (times.co.uk), May 29. Retrived on September
11, 2015. (http://lexisnexis.com)
Schachter, Harvey. 2015. "MANAGING BOOKS; Would an office without managers work?; Holacracy proposes a system for organizing a company
that uses a constitution and has the boss surrender power" The Globe and Mail (Canada), Ontorio Edition, July 29. Retrived on September 11, 2015.

Zappos Delivering
Case Study 3: Zappos: Delivering Customer Satisfaction
Ruby Holmes
Strayer University
Ethics and Advocacy for Human Resource Professional
(HRM 522)
June 7, 2015
Dr. Leslie Wills
Case Study 3: Zappos: Delivering Customer Satisfaction 1. [Analyze the manner in which Zappos' leadership has fostered a culture of ethicalness in
the company. Zappos was able to capture the uniqueness of talented individuals by cultivating a craving to welcome an enhance way of culture's that is
like a running river that can't stop running. To date Zappos efforts to strategize well defined plan's has been amazing in terms of employing innovative,
creative minds that continue to develop new products and ... Show more content on Helpwriting.net ...
Zappos has the capabilities to offer a variety of cyber selections such as unthinkable items of shoes, apparel, accessories, and home products, with
every shopper dream of free shipping and full refunds within five business days of your returns date. Zappos willingness to think outside of the box
has made a name for the corporations by employing a phenomenal innovative and creative diverse group of visionary individuals whom have made a
cutting edge cyber industry. Zappos corporation make a personally commitment to serve the customers and employees has made them one of the most
desirable places to work national and internationally that rewards with internal promotions. Unlike other corporations Zappos have been able to
maintain its unique culture and continues efforts in developing innovative categories such as clothing and merchandise markets. 3. Examine three (3)
of the ethical challenges that Zappos faces. Zappos ethical challenges includes; every company, responsible or not, faces ethical challenges. Zappos has
addressed some critical challenges, handling them with agility, strength, and precision. 1. The first ethical challenge was the 2008 Layoff. Due to
economic times Zappos had to lay off eight percent of their highly valued employees. This hard decision as the corporation cherished each and every

staff member. They were completely honest and open about the financial concerns that they

Team Based Approach And Human Resource Development Essay
Team Based Approach and Human Resource Development "Unity is strength...when there is teamwork and collaboration, wonderful things can be
achieved" – Mattie Stepanek. Over the last two centuries the framework of industry and the business world has undergone several major
transformations. The first shift occurred during the Industrial Revolution. In response to the rapid technological and social changes of this period, most
organizations adopted a hierarchical organizational structure. This organizational structure permeated industry and business across the globe.
Organizations with this type of organizational structure resemble a pyramid, with communication and direction flowing downward from the Chief
Executive Officer, through the chain of command down to front line or assembly line employees (Morgan, 2015). Top down organizational structure
was extremely resilient and enabled organizations to easily communicate culture, direction and maintain a position of strength in a manufacturing
centered economy (Morgan, 2015). But, beginning in the late 20th century another major shift occurred in the business world fueled by rapid
technological change. The rapid change pace of technological change and globalization have forced organizations to that want to survive to adopt a
culture of innovation, and "adapt their products and services" to the needs and wants of local customers (McDowell, Agarwal, Miller, Okamoto, &
Page, 2016, para. 1). The growing need for organizations

Mbazappos the Company That Is Powered by Customer Service
The Company That is Powered to WOW
Founded in 1999, Zappos started as site that only sold shoes. The idea for the site came to founder Nick Swinmurn in his quest to find the right shoe.
Swinmurn couldn't find exactly what he was looking for in the different stores he visited. The stores either didn't have his size or the right style and
color. After spending hours searching and getting no where he went home shoeless. Swinmurn attempted to shop online for the shoes he wanted. He
couldn't believe there wasn't a site that offered a huge variety of shoes. This inspired him to create a site that he envisioned that had a big selection of
different size, styles and colors of name brand shoes ("In The Beginning – Let There Be Shoes", n.d.). ... Show more content on Helpwriting.net ...
Hsieh creates and allows fun to take the stress that comes with customer service positions. Even though Zappos doesn't have the typical working
environment, a leader should still stress the important in taking the job seriously to ensure customer retention and great service. If there was decline in
the demand of the products Zappos offered occurred at this very moment I think the culture will change just a little. I foresee the leaders of the
company trying to hold on to the original culture but the stress of the decline impacting the fun and free work atmosphere. Some leaders will begin to
focus solely on the operations of the company and the how to continue to make the company profitable (Schermerhorn, Osborn, Uhi–Bien, & Hunt,
2012) .Slowly they will all become transactional Leaders rather than transformational leaders focusing on money and not people. The employee
would provide wow service and have fun. All that would slowly phase out once the stress from the leaders trickle down to the other staff members.
These actions will eventually result in the sales declining and the company being in a bad place financially. If the company response quickly to the
decline in the demand the culture could continue to provide expectable wow service to the customer and a great working environment to the
employees. In order for this occur the company would have to keep open communication among the leaders and the employees. Zappos would need

Success With An Online Shoe Store
Nick Swinmurn struggled to find the perfect pair of shoes in his local mall. He browsed through many stores and failed to find the correct size shoe,
in the right color, with the right style. This is when he thought to create an online shoe store that made shoe shopping easy. Every style, color, and size
all on one site. At the time the internet was just starting to come alive and currently 5% of the shoe industry was being sold through mail in catalogs.
This encouraged Swinmurn and lead him to believe there would be success with an online shoe store (Hsieh). He originally named the site,
shoesite.com, and in 1999 he went on his way to find investors to jumpstart the website. He fell upon Venture Frogs, an early stage venture investments
... Show more content on Helpwriting.net ...
In 2009, Zappos began exploring acquisition deals with Amazon. Hsieh was not entirely comfortable with this and did not want to lose the incredible
company culture through the sale of Zappos to a bigger brand. He was afraid Zappos would lose its identity and this is the base of the company's
success thus far. However, the other board of directors were only interested in making a profit off Zappos and loved the idea of the Amazon
acquisition. Hsieh thought about buying out the board of directors since he was out numbered at the time but came to realize this would not be an
option since it would cost 200 million dollars to do so. After hours of meeting with Amazon officials, they were able to come to an agreement that
pleased all of the board of directors, including Hsieh. The acquisition consisted of a 1.2–billion–dollar stock and cash deal that allowed Zappos to
continue to operate as its own entity (Hsieh).
Zappos core businesses include shoes, clothing, handbags, and accessories. Shoes account for 80% of Zappos revenue leaving the other product lines
accounting for 20%. Zappos offers over 50,000 different varieties of shoes including some niche markets, narrow, wide, hard to find sizes, and
American made (Zappos.com). Another aspect of their core businesses is their company culture and customer service. Hsieh built the Zappos brand off
ten company core values and they are used as a baseline for hiring and firing

Final Project One. The Specialized Online Retail Store,
Final Project One
The specialized online retail store, Zappos, was established over eighteen years ago. The founder, Nick Swinmurn, created Zappos.com after he spent
an unsuccessful day shopping for shoes both in store and online. Nick's irritation and annoyance of his shopping experience prompted him to focus on
creating an online shoe store that offered a large selection of shoes, as well as providing great customer service. Since launching Zappos.com, the
company has seen enormous progression including a union with another online leader, Amazon (About Zappos, n.d.).
At Zappos, the company's success is based a culture in which the employees are valued. Although the culture is unique, the group at Zappos enjoys the
creative and sometimes ... Show more content on Helpwriting.net ...
In turn, he has built a team that understands the culture and values within the company, as well as adapting this as part of their personal lifestyle
(Gallucci, 2011).
In spite of managers playing a vital role in the success of a company, when it comes to executing the management strategic plan, Zappos implemented
a tactic called Holacracy. This system of management has an even allocation of authority and allows employees to be their own leader. . This
self–organized company evenly distributes decision–making, responsibility, and leadership throughout the organization. The system has empowered
employees to be in charge of their own goals and ability to solve their own problems. In order to adapt to this change, the employees attended
holacracy training before entering into this new model. The previous mangers learned skills to transform from leading their teams to leading by
example (Bunch, 2014).
Holacracy stimulates empowerment in the employees, resulting in pride and accountability in their work. Additionally, this method promotes thoughts
of innovation in employees as well as increased problem solving. In theory, this unique approach in management assists Zappos in achieving their
overall mission and goals because each person is equally invested in the success of the company. Clearly, the success of Zappos is due to the strategic
alignment of the management styles, employees, and the companies' mission and vison (Gosfield, 2015).
In the new structure,

Tony Hsieh Contemporary Leader
Tony Hsieh, CEO, Zappos.com Zappos is an online shoe and merchandise retailer that grew from a startup company in a San Francisco apartment
to become a billion dollar company within a decade, while also being consistently ranked as one of the top companies to work for the past five (5)
years. Zappos has 1,243 employees and had revenue of $2.2 billion in 2011. While the company cut 1,670 jobs in 2011, there was no voluntary
turnover and more than 46,000 job applicants. (Vellota, 2013) This was accomplished by making good business decisions and adhering to a set of core
values that everyone is expected to commit to. Amazon acquired Zappos in 2009 for $920 million, yet, it continues to operate independently to
maintain their unique... Show more content on Helpwriting.net ...
(Hsieh, 2010) Zappos' success is largely attributable to its unique focus on customer service; however, Tony Hsieh's primary focus and top priority is
company culture. (King, 2011) It is Hsieh's philosophy that if they "got the culture right, then building our brand to be about the best customer service
would happen naturally on its own." (Hsieh, 2010) On the topic of customer service, Hsieh believes that "customer service shouldn't be just a
department. It should be the entire company." (King, 2011) Zappos defines the core values from which they develop their culture, their brand, and their
business strategies. The ten core values that Zappos live by are: (Hsieh, 2010) 1.Deliver WOW through service – doing something that is beyond what
is expected and that has an emotional impact on the receiver. 2.Embrace and Drive Change – embracing change enthusiastically and perhaps even more
importantly, to encourage and drive it. 3.Create Fun and A Little Weirdness– encouraging weirdness is to encourage people to think outside the box
and be more innovative. When you combine a little weirdness with making sure everyone is also having fun at work, it ends up being a win–win for
everyone. Zappos employees are more engaged in the work that they do and the company as a whole becomes more innovative. 4.Be Adventurous,
Creative, and Open–Minded – wanting people to

Zappos
1. The original business model for Zappos was the drop ship model which is being the middle man (Brady, 2010). The easiest way to think about a
drop ship business model is to think about your own retail web based or mail order business. In many ways they work the same. An order with
payment comes in, is processed and then shipped to the purchaser. In both your retail environment and in the drop ship environment, the person
receiving the package is your customer. The only difference to the customer is that in the one instance, the product is shipped directly from your
location and in the other instance; the product is shipped from another location. (Steve, 2009). Over the past several years, drop shipping has emerged as
the 'go to' strategy ... Show more content on Helpwriting.net ...
We've aligned the entire organization around one mission: to provide the best customer service possible". At Zappos it's all about customer service
and this was and still is their main strength. Zappo is very good at applying the 4P's with the 4 C's that Porter talks about in our lecture. They even
have an application for smart phone to make sure that their customer can buy even with their phones. With this model I believe that they can sustain
their popularity and especially as long as they keep giving to their customer's great experiences and products that they need for the best price. Last but
not least, the company trains and exposes all its recruits to customer service regardless of their position. They also encourage innovation by motivating
its employees to come up with passionate ideas which they go ahead and which help the sustainability of its customer service implement (Milligan
& Smith, 2011).
4. Zappos's new model that is based on loyalty and relationship marketing made the company make 1 billion $ in revenue in 2009. Zappos's new
strategy of offering not just shoes but as well introducing clothing and apparel to the site is definitely a great move knowing that the apparel market
of is 4 times the size of the footwear market Zappos's believe that in order to make its customers happy they should first make their employees happy
which they are succeeding at making Zappos among the best 100 company to work for (Adriana,

Zappos: Cost Of Customer Service
CEO Tony Hsieh and the successes of his world–class customer service are know around the world for the insane things they will do to please their
customers like buying shoes from a competitors store because they ran out of stock or sending a free pair of shoes to a best man who arrived to a
wedding with no shoes (Edwards, 2012). Although they are well known for there customer service, it does cost them a substantial amount to be the
best, to make up for these cost there are things that Zappos can do to reduce and offset its cost of customer service. Zappos has a large warehouse
and within this warehouse there are several ways efficiency may be improved to reduce costs. First, Zappos can look to simplify processes to
determine if product

Why is Important to Have Innovation Metrics Essay
Measuring innovation is important because it allows companies to track performance and efficacy. Davila, Epstein, and Shelton (2013) state that
companies often look at the time to value, risk and value of their innovations to gauge the efficiency. However, there are other indicators of success that
can help measure innovation like looking at the organizations culture, infrastructure, and exposure to stimuli (Davila, Epstein, & Shelton, 2013).
Zappos.com has created a "Culture of Happiness" and uses the organizations culture as its gauge for innovation efficacy.
Zappos.com is an online shoe retailer but their main focus is customer service. Tony Hsieh is the CEO for Zappos.com and he seems to really
understand the innovation strategy and ... Show more content on Helpwriting.net ...
This allows the employee to take the time necessary to fully engage the customer and meet their needs without feeling like one must rush callers off
the phone to get to the next person in the cue. Additionally, idle time is monitored to ensure that the employees are being productive and not just
ending calls but keeping the line open (Furness, 2012). This slows down the calls and creates longer wait times for customers which could lead to a
loss of business (Furness, 2012). Another tool Zappos.com uses is their "Happiness Experience Form." Employees are rated on their ability to engage
and build rapport, ability to meet unstated needs and the creation of "wow experiences" (Furness, 2012). Employees are rewarded for good
performances and given additional training if they fall below expectations.
In addition to monitoring call quality, Zappos.com uses a program called "Panda" which is a performance metric related to employee attendance and
punctuality. Employees are given points when they are absent or late and those that have zero points in a given timeframe are rewarded with extra time
off (Furness, 2012). While the employees' attendance is still being tracked, the ability to earn extra time off incentivizes the employees to come to work
and do a good job, which is important to maintaining the fun Zappos culture. Furness (2012) states, "the bottom line is that Zappos designed
performance metrics that maximize

Case Study Essay
CASE 10: Zappos–They Do It with Humor When Zappos CEO Tony Hsieh was the featured guest on The Colbert Report, host Stephen Colbert
grilled him about the company's success and customer loyalty. Hsieh replied that it's Zappos's goal to deliver WOW" in every shoe or clothing box.
The company is consistently ranked highly as one of Fortune's "Best Companies to Work For Amazon's Jelieoris liked Zappos so much he bought the
company. Customers First Zappos's relentless pursuit of the ultimate customer experience is the stuff of legend. The company offers fast shipping at
no cost and covers return shipping if you are dissatisfied for any reason at any time. The Zappos brand is less about a particular type of product and
more about providing good... Show more content on Helpwriting.net ...
Staffers blow horns and ring cowbells to greet participants in the 16 weekly Louis, and each department tries to offer a more outlandish welcome
than the last the original idea was to add a little fun." Hsieh says, but it grew into a friendly competition as the next aisle said, 'We can do it better7
Those who want to learn Zappos's secrets without venturing to Las Vegas can subscribe to a members–only community that grants access to video
interviews and chats with Zappos management. Ask nicely and the company will send you a free copy of their Zappos Family Cul–ture Book a
compilation of employee's ideas about Zappos's mission and core values. Hsieh has his own tome, too–Delivering HaPPiriess. Bider 33uctiactat7
Hsieh's latest move to shake up the world of organization cultures is to embrace a fashion–forward concept called Holacracy. Trade–marked
HolacracyOne, it is described as an approach that "replaces. today's top–down predict–and–control paradigm with a new way of achieving control by
distributing power* In Zappos's holacracy, employees are partners and managers don't exist. Partners hold power distributed by the Holacracy
Con–stitution. They constitutionally agree to things like creating and acting on projects to fulfill roles, tracking progress. helping one another, and
spotting tensions indicating things could be better. When Zappos adopted Holacracy, Hsieh justified the shift this way: "There's the org chart on paper,
and then the

Zappos, An American Entrepreneur, Entrepreneur And Venture...
As a typical female, I love to go shoe shopping and, to my poor husband's horror, I have well over 50 pairs of shoes–ranging from ultra–cute pumps, to
Sperry boat shoes, to my everyday Keds. I have shopped many places for my collection–from DSW to Wal–Mart; however, my most favorite place to
buy shoes is Zappos. I purchase so many shoes there that I am one of their preferred customers, which means I receive special offers and unpublished
discounts. Since I have been a loyal customer of Zappos for over 10 years, I have decided to research their CEO–Tony Hsieh. Tony Hsieh (pronounced
Shay) is an American internet entrepreneur and venture capitalist who is the CEO of the Zappos, an online shoe and clothing shop (Wikipedia). Tony
first became involved with Zappos in late 1990 when he and his business partner, Alfred Lin, invested in several internet companies, including Zappos.
Through his investment, he noticed Zappos was "the most promising and the most fun" and decided to join the company, eventually becoming the
CEO (Dunlop). Under Tony's leadership, Zappos went from gross merchandise sales of $1.6M in 2000 to over $1 billion by 2008 (Dunlop). In
November 2009, Hsieh sold his shares of Zappos to Amazon for over 1.2 billion dollars while maintaining his position was the CEO (Hsieh). So, what
makes Tony Hsieh such a successful CEO? Hsieh developed the Zappos "Family Core Values", which are ten commandments that define Zappos
"brand, culture and business strategies"

What Makes A Good Leader? Essay
The Authentic Leadership is grounded in the principle found in the family adage "to thine own self be true" (Hughes, Ginnett, Curphy, page 166)
those leaders showed all times their values, their beliefs and their actions as one element. Tony Hsieh put in place in the company his vision to lead
Zappos to a new innovate role to how do business and the same time be happy in your workplace. He embrace the concept of Holacracy, this process
provide business effectiveness with "flexible organization structure, with clear roles and accountabilities, new meeting format, geared toward action
and eliminating over analysis, more autonomy to teams and individuals to solve issues themselves and unique decision–making process, to
continuously evolve the organization structure" (Holacracy 2015) To get to this point, Mr. Hsieh create a new policies and procedures for Human
Resource to who will be the next employee and what path those needs to follow in the company. Step One: after the regular skills and expertise
assessment the interview are concentrate if that employee will fit the company's values and culture. All prospective employees are asked questions
from cultural to technics subject manners to perceive their reaction and make sure there are the correct candidate to that position. Even this person are
the most qualification in expertise or skills, if they cannot pass this interview, he or she will not be hire because no meet the most important aspect on
the interview which if this

Hsieh Zappos Hiring Process
The ninth value is to be passionate and determined. Hsieh's belief in the concept of Zappos is what fueled his determination to keep the company
afloat. "We are inspired because we believe in what we are doing and where we are going." (Hsieh, p. 181). Hsieh refused to take no for an answer
and that is attributable to Zappos' success. This is a key criterion in the Zappos hiring process. If a candidate doesn't seem passionate about possibly
working for Zappos, they won't fit in with the culture. Being around co–workers with a positive, but realistic, attitude makes coming to work enjoyable.
The final value asks employees to remain humble; another value considered in the hiring process. Zappos has turned down many candidates for
employment that boastfully spoke of individual accomplishments instead of giving credit to their team. The Zappos culture requires employees to take
a modest approach to customer service; constantly obsessing over the customer's needs. As aforementioned, building relationships is key to the Zappos
brand. In order to build strong relationships, employees must treat everyone with respect.... Show more content on Helpwriting.net ...
The values are structures in a way so that each value flows into the next. At Zappos, they strive to merge an employee's professional life with their
personal life. Hsieh believes that the Zappos core values not only formally define the Zappos culture, but they provide a pretty decent list of personal
values too. This follows Zappos' desire to not only improve professionally, but personally as

Assignment 2 BUS 500
Assignment 2: Management at a Company
By
JACK PENDERGAST
Dr. Jean Gordon
Strayer University
02/22/2015
Zappos Company
(2) key changes Zappos.com is an online clothing and shoe company or shop that is currently based in Nevada, Las Vegas. The company was
founded in the year 1999 by Nick Swinmurn. The company's initial inspiration came after he was not able to find one of his favorite pair of shoes,
the air walks, at the local mall. The same year, he approached Alfred Lin and Tony Hseih with an idea of selling different types of shoes online.
However, Hsieh was skeptical at first and went to the extent of deleting voice mails sent by Swinmurn (Harnish, 2012). After Swinmurn stated that the
footwear in United States is ... Show more content on Helpwriting.net ...
This encouraged productivity since they has a chance to interact with the consumers and employees at personal levels. They were able to make critical
decisions that needed to be made instantly. The changes in managed contributed to the company's improvement in its operations.
Senior management 's role
There have been different changes made to the organization in recent times. For example, the organization head office had to relocate, there have been
different changes in the economy and the production cost has greatly increased leading to the increase in the prices of different products and services.
The senior management has played a major role in preparing the organization to make the changes without any form of disruptions to its activities
(Michelli, 2012). The transition to these changes among other changes was smooth and had not forms of difficulties. The management was able to
handle the changes in a manner that the organization's activities were not affected in any way. For example, the management was able to make these
changes through quality preparations and planning for the changes. The company had to relocate its headquarters. Before the relocation, it consumers
were made aware of the relocation before the time came. After the relocation, the previous office still remained operational, where clients who did not
know about the relocation could be directed appropriately. The changes in the economy did not affect the

Zappos Is An Online Shoe And Clothing Corporation With Its...
Zappos is an online shoe and clothing corporation with its headquarters in Las Vegas, Nevada. Zappos, originally called ShoeSite.com, was founded
in 1999 by Nick Swinmurm. Swinmurm was frustrated by the lack of shoe varieties at his local mall in San Francisco, California, he then decided to
try to shop for quality shoes online. At that time, there were large numbers of online family stores, but none of which specialized in selling shoes. With
the idea of creating an online store that specialized in providing customers with quality customer service and a large shoe selection, Swinmurm created
Zappos. Current Zappos CEO Tony Hsieh, created a vision for the company that is based on providing its customers with the best service, the best
selection of shoes, and appeal using an e–business environment. By providing customers with the best online experience, Zappos was able to gain over
one billion dollars in annual sales. Another aspect that stands out about the company is their treatment of their employees, "the vision stems from CEO
Tony Hsieh, the 42–year–old entrepreneur who has made clear that he puts passion and company culture above profits" (Low, 2016, p. 18). Zappo's
organizational culture is very different from that of a traditional corporation's organizational culture.
Zappos displays a "clan culture organization that has an internal focus and values flexibility rather than stability and control" (Kinicki & Williams,
2015, p. 230). Zappos is a clan culture

Zappos Case Study
This essay will include an opinion of what a good recruitment policy Zappos has. If this policy is a good one for its employees and how it will
impact them. The original idea for Zappos was to offer the biggest and best selection of shoes. Normally, this online vender would just have a few
selections of shoes but, unfortunately, their strategy didn't pan out the way it was intendent to. Many retailers both online and offline, where
consumers can shop for shoes. Tony Hsieh, Chief Executive Officer for Zappos changed the mission statement to offer the best customer service of any
shoe retailer. By changing their mission, Hsieh acquired the attention of many customers. Wanting to capture the essensece of what makes a company
great, Hsieh maintained a self–motivated, fulfilling company philosophy. The company would be known as a great place to work, and thus develop
loyal customers who would deliver the revenue needed to satisfy shareholders.
Review/Analysis of the Case
It is my opinion that iternal recruitment best fits the culdture of Zappos and that with this policy, success for the company is total. Recruitment that
utilizes internalsources is finding candidates who already work for the organization promoting fromwithin (Noe .R, Hollenbeck .J, Gerhart .B, Wright
.P, 2014 p.144). Zappos has designed a recruitment policy assists them in hiring the finest employees. During the hiring process, candidates go through
a rigorous interview process before being employed by the

Case 2 Essay
1) Find a list of all 10 of Zappos' corporate values. Pick two of the values and explain how you think those values would influence the way
employees do their work. a) Create fun and a little weirdness is one of the 10 Zappos' values, I liked this corporate value a lot because in order for
every employee to do his/her work in a good way, they have to have a little fun once in a while to make the work interesting and exciting for
everyone, in this company they laugh at themselves every once in a while, and being a little weird requires being a little innovative, this way really
bring success, and it's a key to their survival, and also that way the employee does not feel that the work is boring, this value encourages people to think
... Show more content on Helpwriting.net ...
For instance, when he gave his employees extra food, or having fun with them once in a while to make them feel good about work and not to feel
that this company is boring. The second one which I think that Zappos' is very high in it; attention to detail, Hsieh was always looking to build
trust between him and his costumer and his employees also, and he was always attention to every employee life and personality and they celebrate
and embrace their diversity and each person's individuality. Hsieh wants people to express their personality in their work, so they can be more
active and work better. 3) How did Zappos' corporate culture begin? Zappos' corporate culture began with a guy who decided to buy a shoe online.
Hsieh tried looking for his shoes online and was again unsuccessful. Although there were a lot of pop stores selling shoes online, what was interesting
to Hsieh was that there was no major online retailer that specialized in shoes. So, since it was 1999 and anything seemed possible at that time, Hsieh
decided to quit his day job and start an online shoe retailer and in that day, Zappos was born. Also His epiphany was the result of learning through
research that companies serving customers with a higher purpose outperformed those that focused on market leadership and

The Culture After The Formation Of Zappos
Zappos.com is an online shoe and clothing store based out of Las Vegas, Nevada. The company was founded in 1999 by Nick Swinmurn, and
officially launched under the name "Venture Frogs". They began selling footwear for all ages, and expanded to niche markets accommodating to
customers with hard–to–find sizes, including narrow and wide–width feet. In the same year, Tony Hsieh and Alfred Lin joined the team and changed the
name to "Zappos" (similar to Spanish–term for shoes, "Zapatos") with a vision of selling more than just shoes. Today, Zappos sells clothing,
accessories, eyewear and more than 50,000 brands of footwear, yet their products are not the only focus of their reputation. Zappos is known for their
unwavering commitment to customer service and creating one of the most successful company cultures that many organizations aspire to replicate.
Describe (briefly) the culture before the company changed their culture. In the early formation of Zappos, the structure consisted of Nick Swinmun, the
founder, Alfred Lin, Chief Operating Officer and Tony Hsieh,Chief Executive Officer. The three of them were responsible for all decision–making,
including hiring of new employees. They controlled and micro–managed all aspects of the business, because they wanted to ensure their aspirational
culture was fulfilled. Therefore, they were extremely specific when it came to their applicant pool: "Hsieh and Fred Mossler interviewed every job
applicant. This was their way of

Zappos Case Study
V–2362/12/14
Case 1
Zappos has 10 different commandments that they abide by on the everyday basis. There are two commandments that stand out in my opinion that
would influence the way employees do their work. Be adventures, creative and open minded. Giving the employees the ability to take risk when
doing their normal day task. For example, the call center workers are promoted to try new things to make the customers feel delighted and appreciated.
Where as some jobs that offer a call center have their employees on a scripted dialogue, almost making them sound like robots. I think Zappos has faith
in there employment by giving the employees an encouragement to make misstates because they are only going to learn from them. ... Show more
content on Helpwriting.net ...
Everyone in the whole company goes through this training regardless of what your rank is and what you do for the company, its mandatory. Then at
the end of the four–week training process the whole class is given an offer for $2000 to quit. This whole process of two interviews and training helps
Zappos maintain their culture. The right culture with the right values will always produce the best organizational performance. I agree 100% with this
statement. There are three things that culture implies; perception, descriptive, and the different backgrounds that individuals have, which are the
shared aspect of culture. The perception defines what the employees experience in the work place and how they are treated. If the employees are
treated fair and are encouraged to reach new heights with no fear of making a mistake, then in my opinion they would actually try harder. The
descriptive implies how the employees feel about the culture of the company, not if they agree with it or not. So if companies have a welcoming
environment more people will be intrigued to work for a company with strong cultural values. Getting together the right people for the culture that you
want your company to retain is critical. Having the employees in a state of mind where they are comfortable to express themselves while meeting there
goals would make any business perform at its best. Other companies could learn a lot from Tony Hsieh

Zappos
Introduction
Founded in 1999, Zappos.com has quickly grown, increasing from almost nothing in gross merchandise sales in 1999 to over $1 billion in 2008.
This fast growth is due to their focus on providing the absolute best service and the absolute best shopping experience. The Zappos family currently
staffs over 2,050 people. Their fulfillment center stocks more than 3 million shoes from over 1,136 brands, and it is complemented by a 24/7
customer service center located at the headquarters in Henderson, Nevada. Zappos offers free shipping on both orders and returns and a 365–day
return policy. Clearly, their customer–first approach is working, since 75% of their customers are repeat buyers.
Zappos's Background
In 1999, Zappos ... Show more content on Helpwriting.net ...
This was after Sequoia had passed on the chance to invest in Zappos in 2001. We should note that Sequoia is the firm that has funded some of the most
innovative companies in the world, such as Apple, Google, YouTube, PayPal, Cisco, Oracle, Yahoo! and LinkedIn.
For the following few years Tony Hsieh focused on strengthening a culture where employees are happy. His belief is that employees are generally
happier if they are given some control over their work. Consequently, their happiness makes them more productive. This philosophy helped Zappos
to grow to $1 billion gross merchandise sales by the end of 2008. Each new employee is told of two company milestones on the first day on the job:
their first $3 million sales day in 2006 the year Nike products began selling at Zappos in 2007. In 2009, Amazon.com acquired Zappos for $1.2 billion.
However, Tony Hsieh remained as CEO in order to maintain the company's culture.
Zappos's Organizational Culture
Zappos's organizational goal is to create a family–style environment that challenges workers to learn and grow every day. It wants employees to own
and build the culture, giving employees the feeling that they have a saying in the company. It strives to create and preserve a culture that encourages
"fun" and creativity in a family–feel environment that would attract repeat customers and spread word

Zappos Corporate Culture

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