Please read the attached Zappos case study, research Zappos online, and watch the following 2 videos, then answer the underlined 3 questions in minimum 2 paragraphs as to post in a discussion forum(not an essay):
How does Zappos build long-term customer relationships?
There are thousands of online retailers but in a short period of time, Zappos became a billion-dollar e-tailer. How did Zappos do it? By providing some of the best service available anywhere. Zappos customers are showered with such perks as free shipping both ways, surprise upgrades to overnight service, a 365-day return policy, and a call center that is always open. Customers are also delighted by employees who are empowered to spontaneously hand out rewards based on unique needs.
What is Zappos’ value proposition? How does it relate to its market offering?
With such attention to customer service, it’s no surprise that Zappos has an almost cult-like following of repeat customers. But remaining committed to the philosophy that the customer is always right can be challenging. This video highlights some of the dilemmas that can arise from an operating within a highly customer-centric strategy. Zappos also demonstrates the ultimate rewards they receive from keeping that commitment.
Discuss with your classmates the following points:
· What is Zappos’ value proposition? How does it relate to its market offering?
· How does Zappos build long-term customer relationships?