An Assignment Submitted by Luis Mendoza Jesus Lopez James Al Gonzalez University of La Verne
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Table of Contents 1. Introduction3 2. Industry Environment.....4 3. Organizational Mission/Vision and Goals.6 4. Organizational Strategy..6 5. Zappos Structure....8 6. Control Features.....9 7. Organizational Culture.....10 8. SWOT Analysis ...11 9. Conclusion and Recommendations..12 References...13
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1. Introduction. The term E-commerce has roots in the 1970s with the development of Electronics Funds Transfer (EFT) and the introduction of the Automatic Teller Machines (ATM) in the 1980s. With the development of the Secure Socket Layer (SSL) standard in Mosaic web browser and the explosion of the Internet in 1990s the term has been universally accepted as the ability to buy and sell via the Internet (Graham, 2008; p. 776). Zappos.com is an online shoe and apparel shop that was found in 1999 by Nick Swinmurn and developed into the largest online shoe store. Today this online retailer offers 500 brand names and 90,000 styles and stocks over 2 million pair of shoes (Lamb; 2011; p. 97). Currently, the headquarters of the company is based in Henderson, Nevada. Its products include shoes, apparels, handbags, accessories and eyewear. In 2009 the company announced that it will be acquired by Amazon.com. At the very beginning the companys name was ShoeSite.com that was changed a few months after the sites launch. The word zappos, according to the companys leaders, should be a variation of the Spanish word zapatos, which means shoes. Since that time the company enlarged its target products from shoes only to apparel, accessories and dresses inclusively. Today the company operates primary in the USA, concentrating on more or less known brands like Nike and Ugg boot. The target audience of the company is quite large, stating from children and teenagers and ending with the middle age people of different social, economic and educational backgrounds. The company tried to cover as many niche as possible, including the issues like hard-to-find size, wide and narrow widths and vegan shoes. Through its quite short history the company showed more or less speedy development and understanding of the market it operates in. Today its customer oriented services include phone line and e-mails, although for some period of time phone line 4
has been closed for the customers after the information that the companys site was attacked and many customers information stolen. Thesis Statement: The purpose of this paper is to make a research of the specifics of Zappos.com Company in order to understand what makes it different from the similar e- commerce projects. Organizational culture, industry environment and SWOT analysis will be used to identify those specifics.
2. Industry Environment. First and foremost, e-commerce is an industry, whether it concerns selling shoes, clothes or books, has its specifics in comparison to traditional businesses. For instance, it is clear that the companies like Zappos rely heavily upon the newly developed technologies and the use of technological know-how. At the same time, such companies are governed by the same business rules as traditional businesses are and there is a need to find the balance between technological and business demands. One of the important specifics of the industry environment in case with e-commerce is customers as the target audience for e-commerce projects stands out from the large number of usual customers. For instance, Swinmurn could not find investors for his project for quite a long time because no one believed that people would buy shoes without trying them on first. Another important specifics of the industry is the fact that people search shoes by brands (Orlov; 2007; p. 34) and while today Zappos is one of the largest companies where the number of brands reaches 500, the use of as much as possible strategy became one of the reasons for Zapposs success. Moreover, it should be remembered that among the most important specifics of the industrys environment is making customers interact with the 5
company. There are various online services where Zapposs customers may get help and just express their opinion. With the development of different social networks, like the Facebook and Twitter, the company started using them as one of the important means of organization- customers interaction. In spite of the fact that Zappos is a purely e-commerce business, this does not mean that its competitors are also pure e-commerce businesses only. Today many well known brands and companies have web sites through which the one may find what he or she is interested in. Among the best known competitors of Zappos are Bluefly, Inc., Coldwater Creek and Collective Brands, Inc. Originally, Zappos started with drop ship model, but the manufactures of many desirable shoe brands would not support drop shipping. Drop shipping is a supply chain management technique in which the retailer does not keep goods in stock, but instead transfers customer orders and shipment details to either the manufacturer or a wholesaler, who then ships the goods directly to the customer. Accessing these brands forced Zappos to have a fulfillment center so it could buy in bulk and ship individual order from its own inventory (Rabinovich, Laseter; 2011 p. 93). The drop ship model is good as a means for an organization that would not work on expensive inventories, on the other hand, this system increases the number of customer services challenges. This is because the company does not have complete control of inventory, thereby unable to guarantee on time shipments. Today Zappos has a mixed supply chain system in order to reach as many brands as possible and to increase customer satisfaction. Among the serious problems that Zappos faced since the very beginning was the fact that people did not really believe in the opportunity of Internet sales or of the honesty of online retailers. There were also problems with political and economic guidelines that 6
regulated e-commerce. During the early years of Zappos operations there were almost no laws regarding ecommerce. However, the situation changed quickly for better, when customers attitude of ecommerce became more favorable with the acceptance of the security of the transactions online.
3. Organizational Mission/Vision and Goals. While Zappos.com is an online retailer, not just a website that describes the company and the spheres of its work, it does not have sections like mission or vision statement. These important characteristics of the company can be understood from different indirect indicators. For instance, each profit business is oriented on customers satisfaction and this idea has long become one of the basics of mission and vision statements, irrespective of the industry the business is in. Zappos is an exception that is seen from the fact that the company launched the mixed supply chain system. One of the goals of Zappos as an online service leader is to maintain a high level of customers satisfaction through providing them with the high quality services and products. Another goal of Zappos is to make its customers associate brands with absolute quality services in order to become more than just a retailer. The values of the company are also easily observed from the way it operates. First and foremost, Zappos is oriented on treating each customer as an individual and providing each of them with high quality services to get their loyalty. Sustainable growth and profitability should be mentioned as the key factors in the value statement of Zappos. Another important value of Zappos is their customers data protection. This was seen from the actions that were taken after the January 16, 2012 revelation that the companys website had been hacked. On the whole, such mission, values and goals are among the most appropriate for the type of business Zappos is in. Online 7
retailing has a short-term history in which the role of customers satisfaction is the most vivid. 4. Organizational Strategy. Organizational strategy is one of the major key points for any organization that serves as a mean of reaching success or failure. The Zappos strategy is to provide customers with the very best service, what they call Wow service, and to ensure the items get delivered to customers as soon as possible (Smith, Milligan; 2011; p. 167). This strategy resulted in the expensive investment into the companys inventories and constant improvement of the online services. It is possible to state that this is the very strategy that led the company to success, although it resulted in additional expenditures many online businesses try to avoid. One of the core values, Embrace and Drive Change the company emphasizes that change is good for Zappos, there is no need to be afraid of it. Surely, such statement is true only when it comes to the planned and controlled changes or simple changes in the organizational environment and working process that do not require any planning. On the whole, organizational strategy of the company is directly connected to its mission and can be even called the result of such mission statement and the way the company stated its major goals. This type of relationships, direct proportionality, is quite often observed in modern business world and implies a number of important limits on the work of organizations that use it. For instance, it is almost impossible to integrate serious strategic changes in such company as Zappos is as it may result in the change of the way the company views itself and its customers in the industry. However, such strategy is quite obscure and is based on a great number of different sub strategies that describe how and why many processes of customers 8
satisfaction are applied. Thus, only those sub strategies can be changed, while the change of the major strategy of the company may result in its ruining. Moreover, there is observed a direct relationship of the companys organizational strategy and the environment it operates in. Zappos ecommerce will continue to flourish as long as people like the convenience and trust the security. While all customers seek high level of services as possible, especially, when they get this very level of services for quite a low price, all e-commerce businesses are oriented on customers satisfaction and the service quality increase.
5. Zappos Structure. While the basic selling process is done through the companys site, Zappos still has an outlet store that is located along with its warehouse in Shepherdsville, Kentucky. Such simple structure of the company is heavily influenced by the type of business it is in. Moreover, comparing to many other online shops the structure of Zappos is even quite difficult. Zappos does not produce any type of products it sells, thus there is no need in the large and expensive inventory for the company. Moreover, the structure of the company implements the high level of communication between the companys employees and customers, which is supported by the companys leaders. Zappos.com has fully integrated Twitter to it corporate structure Of nearly 1,600 Zappos.com employees more than 400 are on Twitter, actively tweeting to one another about their own lives and work, and, in the process, Zappos.com (Fitton, Gruen, Poston; 2010; p. 94). 9
This means that the companys customers may get the first hand information about the inner processes and culture of Zappo.com quite easily. This strategy is now being successfully implemented by many traditional businesses. It became clear that the problem of communication between the companies and their customers has deepened seriously and without the changes in the existing communication strategies many present day and future customers may be lost. This seriously influenced the type of human resource strategy that Zappos.com uses when looking for new employees. On the whole, Zappos structure corresponds to the type of business the company is in, while such strategies as integration of Twitter and The Facebook into the corporate structure make it structurally corresponding to the stated mission and goals.
6. Control Features. As well as in any other online business, the most important means of control over the services and products quality, as well as the control over the employees attention to the customers, are online. There are phone lines and e-mail services; there are means of describing the impression from the work with the company and many different mean of direct and indirect communication between the customers and the companys managers and leaders. For instance, the integration of Twitter into the work of the company gave another direct method of control over the quality of services and employee work. However, the question of product quality is more difficult than the question of control over the employee work and services quality since Zappos does not produce any of the products it sells. As a result, it can control neither the process of production or materials used; there is no way to control the process of storage and transportation until the company gets the 10
products to its warehouse. Moreover, while the drop ship model of product delivery is still used by the company, the quality of products delivered with the help of this model is absolutely impossible to control. Thus, in addition to the online control services that Zappos has, it had to launch other important control services like the control over the storage of the products in the warehouse and the outlet store and control services over the process of transportation of individual orders. Control features over the way products are storage in the warehouse includes not just control over the temperature and the level of dust, but also control over the way the products are located through the warehouse. It is important to find quickly what is needed, that is why classification of products according to the brands, size and other features is really important. Lack of control over such simple things may lead to the poor level of work among the warehouse employees and deliverance problems.
7. Organizational Culture. The issue of organizational culture is one of the most difficult for the type of the company Zappos is. According to the Zappos site, the culture of the company is based on its core values that have already been mentioned above. Firstly, the company promotes the importance of wow services and, secondly, it promotes the importance of fun as the core and one of the most unique cultural values of the company. Positive attitude inside and outside the team resulted in a specific recruitment process that the company developed. There are two levels of recruitment process: during the first one a person is interviewed as to the potential technical and knowledge skills, required by the 11
company. The second level is a purely human resources department interview, during which a person is interviewed to investigate whether he or she fits into the companys culture. Zappos cultural belief that customer service should not be just a department; it should be the entire company (Keyton; 2010; p. 101), promoted the importance of customer satisfaction services. While some companies, like Southwest Airlines, for instance, promote the importance of employees first as the mean of customers satisfaction, Zappos belongs to the larger part of companies, where the importance of customers is promoted to be higher than the importance of employees. For instance, Zappos employees are allowed to go the extra mile for their customers through actions such as sending customers flowers if they had a bad day or bending company policy by accepting returns on worn shoes and sending a new pair (and thank-you note) in its place (Ainsberg; 2010; p. 41). Still, it is possible to suggest that the leaders of Zappos understand that only happy employees may provide fun and high level of customers satisfaction.
8. SWOT Analysis. SWOT analysis as a method of strategic planning, is an abbreviation that stands for Strengths, Weaknesses, Opportunities and Threats. Zappos strengths are: customer oriented culture and services, untraditional means of customers satisfaction and high level of internal communication. Moreover, the fact that Zappos.com is already the leader of the market is also an important strength that helps to attract more attention to the company without spending a lot of money on advertising and many other promotion strategies. Another strength is that the company has large number of brands for a customer to choose from. Online customers often search something they need by brands and the larger number of brands they can reach, the better. Another obvious strength of Zappos is that the company 12
works not just with shoes, but also with accessories and apparels for different target layers, including kids. Weaknesses of Zappos concern mostly the type of industry the company is in. Firstly, online retailers depend greatly on the type of technologies used and the problems with phone lines or website access may result in the high level of customer dissatisfaction. The decision to focus on customer service rather than on marketing enabled Zappos to grow to a billion- dollar company (Boone, Kurtz; 2011; p. 359). Still, this factor also means that the company often underestimates the influence and importance of the marketing issues on the everyday business decisions. Opportunities that Zappos face are numerous: enlargement of the target layers and improvement of the customers services satisfaction through improvements of transportation and return issues, enlargement of the inventory to improve the speed of the delivery to the customers and many others. There are a lot of opportunities that are based on the unique culture Zappos developed. At the same time, the unique culture of Zappos is one of its serious threats. Today many customers of Zappos like it thanks to its unique culture and communication opportunities it suggests. The change of the culture is one of the greatest threats that Zappos faced and still faces. After the acquisition of the company by Amazon.com many customers feared that this process will change the existing culture and customers attitude of Zappos. Fortunately for Zappos, the type of acquisition the company faced did not touch its culture; however, while the company is a part of larger one today this threat still exists. Among the other serious threats are the decrease of technical support and high level of customers dissatisfaction as a result. Problems with technology are common with online business. As such, to prevent dissatisfaction, customers need to be notified and be given explanations to why they were deprived from some or all services. 13
9. Conclusion and Recommendation. Zappos, as a leader of the industry, should pay attention to all internal and external threats that may influence the process of the companys work. While the biggest threat the company faces is the change of the corporate culture, it is important to communicate to customers that the weird organizational culture, accepted in Zappos from the very beginning, is still promoted and maintained. Moreover, it is important to protect the issue of cultural independence of Zappos. In keeping with their final core value of Be Humble Zappos needs to maintain a open policy regarding any technical problems that may affect customer account security. Security problems will most likely be the first to influence Zappos clients as to whether they like its culture or not, they are not likely to accept security troubles, especially when the later result in steeling the clients personal information.
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References Ainsberg, A. (2010). Shackleton: Leadership Lessons from Antarctica. iUniverse, 120 pp. Boone, L. E., Kurtz, D. L. (2011). Contemporary Marketing. Cengage Learning, 800 pp. CEO Letter. Retrieved April 16, 2012, from: http://blogs.zappos.com/ceoletter Fitton, L., Gruen, M., Poston, L. (2010). Twitter for Dummies, John Wiley & Sons, 312 pp. Graham, M., (2008). Warped Geographies of Development: The Internet and Theories of Economic Development, Blackwell Publishing 776 pp. Keyton, J. (2010). Communication and Organizational Culture: A Key to Understanding Work Experiences. SAGE, 232 pp. Lamb, Ch. W. (2011). Marketing, Cengage Learning, 648 pp. Orlov, Z. (2007). How you can reach wealth by using proven millionaires ideas, Zoran Orlov, 365 pp. Part of the Zappos Family. Retrieved April 14, 2012, from: http://about.zappos.com/ Rabinovich, E., Laseter, T. M. (2011). Internet Retail Operations: Integrating Theory and Practice for Managers. CRC Press, 268 pp. Smith, Sh., Milligan, A. (2011). Bold: How to Be Brave in Business and Win. Kogan Page Publishers, 320 pp.