With the rise of internet usage there have been more Long-distance purchases by customers because the geography cool barriers have been removed. One of the initial businesses which took advantage of this is Zappos.com (Wedreambusiness.org, 2017).
There have been based on ten core values which build the business model and culture of samples. These core values are the basis of the activities of the business and therefore the competitive advantage can be seen in terms of high level of services which bring automatic marketing for the business. The competitive advantages of this business are:
The business has its toll free number written on the top of the website and people are always invited to interact with the business. There is an open this to talk with 24 hours of support, which generally lacks in the competitors or any other typical brand. The business model of Zappos is customer focused and it also makes use of social media to interact with the clients and respond to their issues. The customer service agents do not have any prescription and they are free to make decisions so that they can “wow “clients. So it can be said that the working environment corporate culture and ability of customer servicing agent to develop relation with the customers have brought a competitive advantage to Zappos (The Balance, 2017).
Yes, in my belief the success of Zappos is sustainable because this is an organisation which is integrated into culture and the workers are also emotionally attached to it therefore the business cannot fall quickly and easily. This is the strategy that has been designed for the success of the company where people try to connect, replicate and consider each others’ emotions which is mutual connector. The values of Zappos have been created in such a manner that they bring positive culture and there is an emotional connection among the staff members, management and clients.
The strategy that has to be taken by Zappos would be with respect to the business processes because lots of customers were confused on Zappos uniting with Amazon. It was a big decision because the business cherished each employee and there had to be a layoff of 8% of highly valued workers. So the processes have to be for boosting transparency and reorganizing operations. Even though the intentions are good but the holacracy cannot be applied on 1500 workers, with an ease (Digital Spark Marketing, 2017). For sustaining in the competitive world and for sustaining in globalization, it would need to keep its focus on its human resources which can help in meeting these challenges. Therefore, Zappos has to continue recruiting right workers which promote the business for values and also our innovative in resolving issues so that company can grow in sustainable and ethical way.
The distinctive features and structure of Zappos is based on the Devotion of business towards its clients and its employees. The strategy of Zappos is to assure clients with great experience when they shop on the online store.
Digital Spark Marketing. (2017). 10 Examples of How Zappos Marketing Strategy Makes a Difference. [online] Available at: https://digitalsparkmarketing.com/zappos-marketing-strategy/ [Accessed 10 Oct. 2017].
Harvard Business Review. (2017). Zappos and the Connection Between Structure and Strategy. [online] Available at: https://hbr.org/2015/06/zappos-and-the-connection-between-structure-and-strategy [Accessed 10 Oct. 2017].
The Balance. (2017). How Zappos Uses Technology and Operations to be Wildly Successful. [online] Available at: https://www.thebalance.com/zappos-uses-technology-and-operations-to-be-successful-2533530 [Accessed 10 Oct. 2017].
Wedreambusiness.org. (2017). Zappos - We Dream Business. [online] Available at: https://wedreambusiness.org/Zappos.html [Accessed 10 Oct. 2017].
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