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    Assignment-1: Course Name: Principles of Human Resource Management Course Code: BCHR 221

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    Zappos' strategy relies on providing an exceptional customer experience online where customers cannot try on products. To execute this strategy, Zappos believes it is important for employees to deliver a "WOW factor" through their customer service. Zappos uses unconventional HR practices like interviewing in a talk show setting and paying employees to leave if unhappy, to cultivate an energized work environment where employees enjoy their jobs and are motivated to provide great customer service. This approach seems to be working well for Zappos given their business success.

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    Assignment-1: Course Name: Principles of Human Resource Management Course Code: BCHR 221

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    Zappos' strategy relies on providing an exceptional customer experience online where customers cannot try on products. To execute this strategy, Zappos believes it is important for employees to deliver a "WOW factor" through their customer service. Zappos uses unconventional HR practices like interviewing in a talk show setting and paying employees to leave if unhappy, to cultivate an energized work environment where employees enjoy their jobs and are motivated to provide great customer service. This approach seems to be working well for Zappos given their business success.

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    Principles of Human Resource Management

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    Zappos' strategy relies on providing an exceptional customer experience online where customers cannot try on products. To execute this strategy, Zappos believes it is important for employees to deliver a "WOW factor" through their customer service. Zappos uses unconventional HR practices like interviewing in a talk show setting and paying employees to leave if unhappy, to cultivate an energized work environment where employees enjoy their jobs and are motivated to provide great customer service. This approach seems to be working well for Zappos given their business success.

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    Download as docx, pdf, or txt
    183 views4 pages

    Assignment-1: Course Name: Principles of Human Resource Management Course Code: BCHR 221

    Uploaded by

    Assag
    Zappos' strategy relies on providing an exceptional customer experience online where customers cannot try on products. To execute this strategy, Zappos believes it is important for employees to deliver a "WOW factor" through their customer service. Zappos uses unconventional HR practices like interviewing in a talk show setting and paying employees to leave if unhappy, to cultivate an energized work environment where employees enjoy their jobs and are motivated to provide great customer service. This approach seems to be working well for Zappos given their business success.

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    Assignment-1

    Course Name : Principles of Human Resource Management


    Course Code : BCHR 221

    Submitted to:

    Student Name ID Max Marks Marks CLO


    Obtained.
    Department Of Human Resource
    College Of Business -University Of Jeddah

    Improving Performance: HR As a Profit Center


    The Zappos “WOW” Way
    When your strategy involves selling shoes and clothes online to people who
    can’t try them on, you need employees who are energized and enjoy what
    they’re doing. Zappos wants employees to deliver “WOW” through service.
    That’s why Zappos’ founders knew they needed special methods for hiring,
    developing, and retaining employees, and that’s just what they created.
    As their website says, “This ain’t your mama’s HR! Recruiting, benefits, and
    employee relations keep this cruise ship afloat with fun, inventive ways of
    getting employees motivated and educated about the Zappos Family of
    companies, their benefits, and the other fun stuff going on around here!”
    While they may not appeal to everyone, these “fun, inventive techniques”
    include interviewing job applicants in what looks like the set of a talk show,
    asking employees to submit their own designs for Steve Madden shoes, and
    (during Zappos’ annual “Bald & Blue Day”) having some employees
    volunteer to shave their heads or dye their hair blue. And, by the way, if
    you’re not happy working at Zappos, the company will pay you to leave—it
    wants no one there who doesn’t truly want to be there. Again, that may not
    be for everyone, but it works for Zappos.
    It knows that selling online successfully requires energized employees who
    really enjoy what they’re doing. Management uses these special HR
    practices to cultivate the energized and fun environment that Zappos needs
    to execute its strategy, and judging from Zappos’ success they seem to be
    working.
    Q1) Talk About it (Discussion): Why do you think Zappos’ top managers
    believe it is so important for employees to provide a “WOW” factor in
    their business?

    Answer instructions
    You can answer at least One-page full explanation of the situation.
    Potentially the fundamental essential conviction of Zappo's is
    conveying WOW customer care. The company guarantees that the
    workers go past or more everything to serve the customers the best
    way they can.
    By the term WOW, they mean accomplishing a bonus and creative
    what isolates the company.
    It is significant for representatives to give a 'WOW' factor to Zappos'
    business because of the way that the fundamental beliefs of the
    company incorporate conveying the WOW factor to the purchasers.
    Zappos looks to go past the model of offering some incentive added
    administrations to its clients and is continually trying to convey
    satisfaction to its clients.
    Zappos aims at consumers’ satisfaction. It believes in and follows its
    “wow philosophy”. It works with all ideas given by its employees
    based on life experiences with consumers only to see the consumers
    happy. Therefore they follow a differentiation strategy.
    The company has differentiated its services on the premise of
    delivering a special experience to its customers that will make them
    happy at the end of their transaction with the company. This is the
    competitive advantage of Zappos. To sustain its competitive
    advantage in the long run and to ensure that it is able to be creative,
    adventurous, and open-minded the top managers believe that
    employees have to provide the ‘WOW’ factor in their business.
    Keeping customers incredible will make trust and loyalty towards the
    business which definitely helps in a long time back run. Right, when
    you build up a solid relationship with the clients you can hope to do a
    superior business later on. An upbeat client is the center factor for a
    fruitful business.

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