Marian Buggs
Zappos Doesn’t Sell Shoes-It “Delivers WOW”
Initially, I thought Tony Hsieh should evaluate how the customers perspective of Zappos.
Perhaps by sending surveys to the previous customer getting feedback on the product and
services. However, after reading the chapters, I better understand what a customer-focused
organization culture involved. Now, I would advise Hsieh first to determine what type of culture
and subcultures that currently exist at Zappos. That way he can restructure the business under
the culture he wants to devise or enhances the one that’s presently in place. And establish a
code of conduct to ensure all employees adhere to the new organizational culture progress.
I wasn’t sure about which culture, because I didn’t read their differences. However, the Clan
culture seems to be more suited for Zappos. For a reason, the employees are encouraged to
take risks and be innovative. Which embraces striving; by offering them books to learn more
about their concept and employing development coaches to strengthen it further. Zappos
executed supporting plans to promote the company’s culture. By strengthing the relationship in
developing a fun work environment making for a favorable place to work. And the fact, that he
knows how to use his persuasion and negotiations skills to influence others. His leadership style
points out issues, and lets employees develop their solutions.
I did think I had this one right because they were already performing high and pretty much just
need to continue what they were doing; “Delivering WOW.” They must continue to make all
efforts to sustain superb leadership and deliver outstanding services. Furthermore, keep
rewarding employees that concentrate on connecting their work to Zappos’ mission. Eventually,
they should spread the organizational myths and sagas to other members to make sure the