Zappos Case

Topics: Customer service, Sales, Customer Pages: 4 (1397 words) Published: April 13, 2015
1. What are Zappos core competencies and source of competitive advantage? How sustainable are they? What role does corporate culture play in these questions? Zappos’ core competencies are that it uses the Internet to address the selection problems faced by traditional shoe retailer. A way to access a huge selection of styles, colors, and sizes. Source of competitive advantage: Capital raising to give best product to customers; Financial success; Delightful customer services to wow customers; Faster web interface and extensive online product information; Well Trained call center operators offers a 24 hours toll-free call number; An evolutionary operation model; Free and 365 days allowance return policy; Attracting brands of products; sub brands to target different customers; Culture: Its core competencies are developed based on the corporate culture and in return its competencies and source of competitive advantages enable zappos to maintain its culture. Zappos culture are as following: 1. Deliver WOW through service

2. Embrace and drive change
3. Create fun and a little weirdness
4. Be adventurous, creative and open minded
5. Pursue growth and learning
6. Build open and hoest relationship with communication
7. Build a positive team and family spirit
8. Do more with less
9. Be passionate and determined
10. Be humble
The culture played an important rule in new employee hiring decisions, in training, and is reinforced by everyday actions throughout the organization. For example, the culture of delivering wow through service makes zappos focus on providing exceptional customer services; the culture of embracing and driving changing makes zappos a leading position in this industry; the culture of being adventurous, creative and open minded drives its evolution of the operating model; when interviewing experts for senior positions, if the recruit exhibited excessive ego or superiority, that person would not be hired. 2. How important is next day air...
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