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Zappos Delivering Happiness Case Study

997 Words4 Pages

Delivering Happiness In the beginning, Zappos started as a frustrating day shopping. In 1998, founder Nick Swinmurn had a frustrating day walking around a mall in California looking for a certain pair of shoes, eventually going home empty-handed. Nick’s luck continued online, because although there were a lot of stores selling shoes online, there were no major online retailers that specialized in shoes. Seeing both a need and an opportunity, Nick quit his day job and started an online shoe retailer, Shoesite.com. Shoesite.com became Zappos, as Nick and co-CEO Tony Hsieh did not want to limit the brand from expansion to other categories in the future (The Zappos Family Story, 2018). Zappos faced several barriers that arose head on, shifted …show more content…

Hsieh has a professional interest in happiness, not just for himself and his employees, but especially for the customers, and feels Zappos should deliver happiness (Aaker, 2011). Zappos’ core values include building open and honest relationships, embracing and driving change, being humble, and most importantly delivering Wow Through service (Our Unique Culture, 2018). Zappos’ brand culture continues to strive for customer happiness, connection, and amazing service, which in turn affects employee’s happiness as well. Office life is quirky, fun, and encourages employees to be creative and innovative. Zappos’ culture hosts activities that reinforce values, inspire, inform, connect, and entertain employees and brand advocate alike (Aaker, 2011). Zappos’ culture and values have transcended Zappos’ virtual walls all the way to its loyal customers. So much so that currently Zappos sells culture programs and tricks to others through seminars and webinars, which only serves to reinforce the culture and provides credibility to the brand. It is not what Zappos sells that makes it successful, it is how it sells, that has made the brand what it is today. The company has revenues in excess of $1 billion annually, and not only sells shoes, but has evolved to sell clothing, accessories, housewares, beauty, and more (Kissmetrics Blog, 2018). Zappos has been so successful in the e-commerce business that it was acquired by Amazon in 2009, and this partnership has a continued goal of outstanding customer service (The Zappos Family Story, 2018). Zappos has stayed true to its essence and created a culture around its brand and value it brings to its

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