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Zappos Competitive Advantage Case Study

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Zappos Competitive Advantage Essay – Week One Strategy is a word used generously as a plan of action. When referring to a company strategy, it takes on many other meanings relating to competition and success. A company’s strategy outlines its method in establishing unbeatable customer value and how resources and abilities will be used to bring the ultimate customer satisfaction (Gamble, 2016). Online shoe and clothing retailer Zappos is notorious for its prompt delivery, phenomenal customer service and free shipping and returns. Stories from shoppers are renowned (McNeal, 2013). “To provide the best customer service possible.”…is the mission statement of Zappos.com, also denoted by employees as their “WOW Philosophy”. The original …show more content…

A business model puts in motion how its strategy and operating tactics will propose value for customers while also producing profitable gain (Gamble, 2016). The Zappos business model is based on their core principles. Their primary goal is delivering products extremely fast and providing the most outstanding customer service possible. They differ, however, from other shoe retailers, because they are based all online. In July of 2009, Zappos.com, Inc. announced its plans to join Amazon.com,Inc., both sharing a passion for customer service, they were excited to begin growing together. By the year 2010, Zappos had grown to the extent that there was need to restructure in order to continue to provide the best customer service possible. In order to have the flexibility to perhaps sell “everything” one day, it was necessary to make a change. On May 1, 2010, Zappos was reorganized into ten single companies under the Zappos Family umbrella. Regardless of the structure, the Zappos goal is to put the company in the position to be the online service leader. Getting customers to associate the Zappos brand with the ultimate best service, then there can be expansion into other product categories beyond shoes. Zappos is doing just that

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