When it comes to positive workplace cultures and exemplary customer service, few it seems could rival the happiness seen in Las Vegas based company Zappos. It all started in 1999 when their founder Nick Swinmurn found himself walking around a mall in San Francisco looking for a pair of shoes to no avail and then searching online only to turn up nothing. So Nick decided to quit his day job and start an online shoe retailer... and Zappos.com was born!
At Zappos they believe that the speed at which a customer receives an online purchase plays a very important role in how that customer thinks about shopping online again in the future, so at Zappos.com, they have put a lot of focus on making sure the items get delivered to customers as quickly as possible. In order to do that, they warehouse everything they sell, and unlike most other online retailers, they don't make an item available for sale unless it is physically present in their warehouse.
In 2001 Zappos brought in $8.6 million.
In 2003 they reached $70 million in gross sales.
In 2004, they achieved $184 million in gross sales.
In 2008, they hit $1 billion in annual sales, two years earlier than expected.
In 2009, just a decade after their launch the company announced its plans to join the Amazon.com, Inc. family with a buy out worth around $940 million in stock and cash.
In this episode of UQTV we take a look under the hood at Zappos "work hard, play hard" culture to find out how their rituals have delivered happiness and profits.
Tweet this: @Zappos say that customer service isn’t just a department @UQPower
Now it's your turn.
1. Have you WOWed at least one person today?
2. What can you do to make it more fun in your workplace?
3. How do you get your workers and co-workers to grow?
Share your thoughts in the comments below.