The founder of Zappos came with its idea when one day he was trying to look for shoes online but was unsuccessful in doing so. He realized that it was majorly missing from the market and started an online retail store after quitting his job. Founded in 1999, Zappos is an online shoe and clothing retail store that started in Las Vegas and was later acquired by Amazon. Zappos has had many competitors since its establishment, and in this era of technology and online retail, it is facing competitors from around the world, but Zappos has been able to maintain its position in the industry for all these years.
Their main focus is the speed of delivery that they provide for their customer service and to them it is a very important aspect for online shopping. In order to ensure quick delivery, Zappos has developed a strong supply chain as well as delivery network with their warehouse constantly upgraded with their products.
Another very important factor that acts as Zappos competitive advantage is creating a culture. Creating a culture, according to Forbes is the most important aspect in maintaining a competitive advantage. The reason behind this is that people should be able to relate to the company’s vision and Zappos has been able to make its vision very clear since its establishment. When the customers are able to relate to the brand and feel connected to it, they become the representatives of the brand. They make it as a part of their personality and this is one of the steps in creating a brand culture and Zappos has been able to do that, over the years. It is also because Zappos has been able to represent a clear vision of their company and has made their customer’s satisfaction as their top priority. This aspect is further strengthened when Zappos advertises its corporate social responsibility missions and people start believing that they are a part of a bigger cause.
Another important feature offered through Zappos website is their excellent return policy where they allow their customers to return products that they offer online with ease and convenience. This feature is specifically important in online shopping where customers might feel reluctant to buy products online, so Zappos solves this problem and deals with the concerns of the customers by providing them with the security of safe return policy. This factor makes the customers feel more connected to the brand and develop long term relationship with Zappos.
Zappos has a diverse range of products, with all the information available online. This is complemented with their quick and convenient delivery and return policies. Factors like these are the reason why Zappos has been able to stand out in the intense competition and has been able to maintain its growth rate over the years.
References
About Zappos. Retrieved December 28, 2017, from https://www.zappos.com/c/about-zappos
About Zappos Culture. Retrieved December 28, 2017, from https://www.zappos.com/core-values
Women, Y. E. C. (2015, October 20). The Power Of Culture As A Competitive Advantage. Retrieved December 28, 2017, from https://www.forbes.com/sites/yec/2015/09/15/the-power-of-culture-as-a-competitive-advantage/#bb1580d3f6be