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COMPANY OVERVIEW  Established in 1999  Currently based in Las Vegas Nevada  CEO Tony Hsieh  E-commerce store  1500+ employees  Acquired in 2009 by “”  Started off by selling shoes but now they also sell apparel and bags


“ To Provide the Best Customer Service Possible! ”  Don't provide customer service, provide customer empathy.  Zappos doesn't focus on financial goals rather internal motivations that they believe increase revenue.  Many companies focus much on objectives and strategies. Zappos, however, believes that the core of a company is not those things but what they call PEC or Personal Emotional Connection.


Organic Organization ď ľ At Zappos employees are depended on and teamwork is encouraged. ď ľ Zappos believes that the most important and best ideas come from the bottom up

" The best team members take initiative when they notice issues so that the team and the company can succeed. The best team members take ownership in issues and collaborate with other team members whenever challenges arise."

DIVERSITY  Zappos embraces diversity in thoughts, opinions, and backgrounds.

**The more widespread and diverse Zappos’s relationships are, the bigger the positive impact it can make on the company, and the more valuable it’ll be to the company.

TEAM MOTIVATION  Zappos’s atmosphere is fun, employees motivates each others to do the best they can for the love of their company.  Executives have neither flashy titles nor offices; they sit in cubicles right between the entire staff (no closed-door policy).  There is an employee known as the “Goals Coach.” Her responsibilities include meeting with employees and holding them accountable for a personal goal eg. learning Spanish or kickboxing.

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