Zappos.com: Delivering a Superior Customer Experience
| Case Code: MKTG450 Case Length: 8 Pages Period: 2016- 2022 Pub Date: 2023 Teaching Note: Available |
Price: Rs.200 Organization : Zappos.com Industry : Retailing Countries : United States Themes: Digital Marketing, Direct Marketing, Social Media Marketing,Direct to Consumer |
Abstract Case Intro 1 Case Intro 2 Excerpts
Excerpts
A Unique Business Model
Zappos adopted a business model to deliver happiness to its customers, employees, and vendors. The online business model included free shipping, easy returns, and 24/7 customer support service..
Promotional Activities
The company followed an online business model to deliver good quality products to its customers. The promotion of its products was done through social media platforms like Twitter , Facebook , Pinterest , Instagram , YouTube , and Google+ to create brand awareness, attract online customers, and generate online sales. The company encouraged its employees to participate on social media platforms and express their experience with the company and customers..
Road Ahead
According to ‘Customers 2020: A Progress Report’ , in the future, 86% of buyers were expected to pay more for a better customer experience. Looking at the growing needs of people, various e-commerce platforms like pure-play dot-coms , traditional brick-and-mortar retailers, and digital-native brands had started approaching consumers directly. If this momentum continued, then Zappos was expected to meet more challenges and competition in the coming two decades. If companies like e-tailer entered the logistics market with a customer oriented approach, then it was likely to create heavy competition for companies like Zappos..
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