Zappos.com is an electronic commerce company specializing in footwear and is currently based in Henderson, Nevada, USA.[2] The company warehouse is located in Shepherdsville, Kentucky, along with an outlet store. In addition, Zappos has two outlets stores in Las Vegas, Nevada and Henderson, Nevada.
Since its founding in 1999, Zappos has grown to be the biggest online shoe store.[3] Zappos did "almost nothing" in sales for 1999, but grossed over $800 million in merchandise sales in 2007, and is projecting over $1 billion in 2008.[1]
The name Zappos is derived from the Spanish word zapatos, meaning shoes
Company culture and core values
Zappos claims to place great emphasis on company culture and core values. The company publishes a "Culture Book" annually that is made up of contributions from employees describing what the company culture means to them.[9]
According to the company, the core value is to "deliver 'wow' through service."[10] A list on their website lists ten guiding principles embraced by the company.[10]
All employees that are hired for their corporate office, regardless of position, are required to undergo a 4-week Customer Loyalty Training course, which includes at least 2 weeks of talking on the phone with customers in the call center[8] at full salary. After a week of training, the new employees are offered $2,000 to leave the company immediately, no strings attached.[8] This is to ensure people are there for the love of the job and not the money. Over 97% turn down the buyout.[11] The quit-now bonus began at $100. It was soon bumped to $500 then $1,000. They currently offer $2,000 to "quit now".[11]
The company's culture focuses on making sure every interaction with the customer results in them saying, “That was the best customer service I have ever had.” [12]
http://en.wikipedia.org/wiki/Zappos.com
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