Zappos case study

In this essay, three questions are explored, that is, the first and best step to ensure a customer-focused organizational culture, the organizational culture for Zappos and the best way to ensure that the culture remains highly performing and competitive. The first step to creating a customer focused organizational culture, given the case of Zappos and the company’s emphasis to quality delivery, and given the Deliver Wow concept, is to develop a vision for the firm’s customer service. This vision should be the guiding blueprint for all other functions. It is impossible to beat about the bush when customer service is in question. For instance, the company must understand that it is at level Y at time T, and that with time, it wants to achieve level Y+X1 within time T+X, where X is a certain number of years and X1, a certain level of customer service quality.