Question

Give two examples of how a technological trend has benefitted a brand like Zappos?

Answer 1

Tony Hsieh, the CEO of Zappos, was a leader in the field of CEOs using social media to collect customer input and broadcast the company's attention to customer service at a time when it was not achieved by any other firms. Zappos used these social media sites to gain feedback from consumers and staff and conduct "word-of - mouth" promotions while most firms were using Facebook, Twitter for promotion. Hsieh also urges his team to personally engage in sharing their impressions of working at Zappos on social media sites. Employee posts are unique, which in turn allows Zappos users to share their interactions as users with similarly personal posts.

Zappos has maintained its commitment to uphold the ethos of its company. In 2013, the organisation adopted the Holacracy concept in order to better inspire workers and foster progress. This way of structuring an organisation gets rid of the top-down leadership technique and instead distributes authority to build more of a flat hierarchy within the business. Although the company acknowledges that this move brought with it some challenges, Zappos management also claims that the company ended up being better for it.