Scribd Logo
Upload

Welcome to Scribd!

  • 76 views

    Case Study Bme

    Uploaded by

    Angel Frondozo
    Zappos provides a wide range of goods including shoes, handbags, apparel, sunglasses, watches, and electronics. These goods are manufactured by various brand partners. Zappos is responsible for quality and delivery of goods. They offer excellent customer service through free shipping in both directions, a 365-day return policy, and surprise upgrades. To execute customer orders, Zappos' primary processes include these benefits. Their support processes involve partnerships with manufacturers. General management processes use trained telemarketers to encourage additional purchases and an efficient computer system.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Case Study Bme

    Uploaded by

    Angel Frondozo
    76 views2 pages
    Zappos provides a wide range of goods including shoes, handbags, apparel, sunglasses, watches, and electronics. These goods are manufactured by various brand partners. Zappos is responsible for quality and delivery of goods. They offer excellent customer service through free shipping in both directions, a 365-day return policy, and surprise upgrades. To execute customer orders, Zappos' primary processes include these benefits. Their support processes involve partnerships with manufacturers. General management processes use trained telemarketers to encourage additional purchases and an efficient computer system.

    Original Title

    CASE-STUDY-BME

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Zappos provides a wide range of goods including shoes, handbags, apparel, sunglasses, watches, and electronics. These goods are manufactured by various brand partners. Zappos is responsible for quality and delivery of goods. They offer excellent customer service through free shipping in both directions, a 365-day return policy, and surprise upgrades. To execute customer orders, Zappos' primary processes include these benefits. Their support processes involve partnerships with manufacturers. General management processes use trained telemarketers to encourage additional purchases and an efficient computer system.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    76 views2 pages

    Case Study Bme

    Uploaded by

    Angel Frondozo
    Zappos provides a wide range of goods including shoes, handbags, apparel, sunglasses, watches, and electronics. These goods are manufactured by various brand partners. Zappos is responsible for quality and delivery of goods. They offer excellent customer service through free shipping in both directions, a 365-day return policy, and surprise upgrades. To execute customer orders, Zappos' primary processes include these benefits. Their support processes involve partnerships with manufacturers. General management processes use trained telemarketers to encourage additional purchases and an efficient computer system.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    ANGEL G.

    FRONDOZO BS ACCOUNTANCY-3

    1.) Draw and describe the Customer Benefit Package that Zappos provides.
    Goods? Services? Digital Content? Who manufactures the physical goods?
    Who is responsible for the quality and delivery of the physical goods?

    Peripheral Goods

    Handbags

    Sunglasses Apparel

    Primary Electronics
    Watches
    Good:

    SHOES 365-day
    Well-trained
    Employees return policy

    Customer Free Shipping


    Surprise in both ways Better Customer
    Upgrades Service
    Peripheral Services

    Zappos really embodies the company’s core value which is “Deliver WOW
    through service”, which provides free shipping in both directions on all purchases.
    It never fails to surprise customers for faster shipping and even offer 365-day
    return policy. Due to the fact that it operates mainly through the web, the company
    values and supports its customers and never did make them feel that they are less
    significant. All products delivered are manufactured by different brand
    manufacturers available. The responsibility on the quality and delivery of physical
    goods lies with Zappos. Their example of being accountable to errors was shown
    as one customer called in for the problem with her boots after a year of use and the
    company humbly replaced it with new ones as well as letting her keep the old ones.
    ANGEL G. FRONDOZO BS ACCOUNTANCY-3

    By that alone, I could say that Zappos really aims to give high value service and
    support to their valued customers.

    2.) Identify and Describe the primary, support, and general management
    processes needed to execute a customer order at Zappos.
    Zappos was coined as one of the world’s most innovative companies. It
    managed to succeed even through crumpling economic downturns. In order to
    reach that, the company executes three management processes such as primary,
    support and general ones. Firstly, the primary process consists of having free-
    shipping terms in both directions as well as pushing a 365-day return policy for all
    products purchased. It really helps both the company and the customers since it
    both leads to customer satisfaction. Secondly, the support processes shown was
    when the company partners with every major manufacturer for the production of
    their primary product which are shoes and other products like handbags, apparel,
    sunglasses, watches, and electronics. These partnership helps not just the company
    but also the other companies involved wherein both are gaining from each other.
    Thirdly, the general management processes include local telemarketers who are
    trained well not based on scripts but trained to use their wits to encourage
    customers to buy more in the luxury of free-shipping. In here, telemarketers are
    implored to use their imaginations and treat each actual phone call as a special
    opportunity to wow the customers. I think their sophisticated computer system
    “Genghis” is one of the most effective and efficient tool that Zappos had used to
    manage their operations which also allows their employees to work more
    effectively than ever.

    You might also like