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Zappos Mission and Vision Statement Analysis

Zappos Mission and Vision Statement Analysis

Zappos mission statement is: "Provide the best customer service possible. Deliver WOW through service."

Introduction

Zappos’ mission and vision statement describe everything the customer would want from any company. The focus on the experience the firm can let their clients enjoy has definitely made the Zappos a preferential choice for shoe and clothing. It is no wonder the company has grown into a global brand in just 20 years, something many other entities have failed to do in several decades.

That shows how strategically positioned Zappos is with its current mission and vision statements that exploit the most important needs of the customers – quality and experience. Conceptually, a vision statement shows the road map for a company towards the desired future. Essentially, the vision statement works hand in hand with the mission statement.

The latter is a description of the actions that a company would implement to achieve the vision. For Zappos, the vision statement of the company isolates one key phrase ‘delivering happiness’ as its primary goal.

It, therefore, directs all its efforts and resources to ensure that anything it does is a reflection of this term.  Zappos’ mission statement concentrates on the level of service that its customers get. A common element about the two corporate statements is that they consider the needs of the customers as a priority at all levels. Such emphasis also agrees with the directions core values this company gives.

They all look to influence the practices of the company towards maximum quality in both the services and the products that the firm offers in the market. Together, the core values and the mission and vision statements drive Zappos to the reputation it enjoys.

Mission Statement

Zappos’ mission statement is to “provide the best customer service possible. Deliver WOW through service.” In this statement, Zappos emphasizes how important the level of the service the company provides is to its overall brand. The target is to deliver nothing short of quality at all times. Some of the factors related to this mission statement include:

  1. Improving communities. It is true Zappos is a distinguished company in terms of the products it showcases in the market. However, this is just one piece of the many services the company has in store for its clients. It has much more. With its Zappos for good, Zappos extends its services to incorporate other sustainable options where the company reaches out to society. In this way, the company keeps the WOW that comes with the fineness of its product alive through other community support services.
  2. Improving lives. Zappos recognizes there are many dimensions of positively impacting on people, and one of these is giving them aesthetic appeal. Zappos is out to provide its customers with anything they would wish for in the line of shoes and clothing. At Zappos, there is surely nothing the customer would lack in this line of business. To ice the cake, Zappos has a broad statement that the company only deals with ‘the best’ in the market, and in this way enjoys a reputation of giving its customers the best looks out there.

Vision Statement

Zappos’ vision statement is “delivering happiness to customers, employees, and vendors.” Giving the clients memorable experiences is definitely everything Zappos wants as loudly expressed in this statement. The following characteristics emerge from this vision statement:

  1. Delivering happiness. The brand created by Zappos is all about satisfying the needs of everyone the company interacts with. It does this by the vigilance that goes into the designs themselves. Clients can only be contented when the products they purchase is not only of great quality but also one that has a comfort beyond their expectations. Zappos has demonstrated its mastery in this, for instance, with the new and trendy athleisure people can’t help to talk about. Such is praise related to Zappos products is commonplace, agreeing with the concept of happiness in the vision statement of the company.
  2. Varieties of options. Let’s face it, the only company that can assert to deliver happiness as Zappos claims in its first characteristic in its vision statement must gift its customers with a variety of options. Zappos recognizes this element, and that is why the company is perhaps one of the few companies that the customer can never get enough of. It has lots of products falling in different categories from wedding, running, luxury, to the eyewear and clothing. Frankly, the list is exhaustive, and this is a major boost for the level of satisfaction the company can have on everyone.

Core Values

Zappos core values include “deliver wow through service, embrace and drive change, create fun and a little weirdness, be adventurous, creative, and open-minded, pursue growth and learning, build open and honest relationships with communication, build a positive team and family spirit, do more with less, be passionate and determined, and be humble.” A look at the practices within Zappos corporation reveals a company that does not take anything for granted, especially the experiences of its employees and how these relate to the customers either directly or through the products.

Zappos is best known for stating that if its services are beyond normal, then there is no chance for its people being average. The number one priority for this company is cultivating a culture that gives rise to top quality products and services.

Zappos’ commitment to supporting and promoting creativity and personal growth is unmatched. For instance, the company commends calculated risks in design as that is what gives birth to unique products. By doing so, Zappos offers everyone the freedom to enjoy and draw fun from creativity while growing the company through the process.

In such an environment, workers can seamlessly interact and share ideas with each other as well as from clients’ feedbacks, creating a learning cycle within the company. In such an environment, people remain highly motivated and passionate about making a difference. Zappos’ selection of these core values created a celebrated way of life where everyone, from the workers, management, partners and clients feels appreciated and capable of getting the best they would wish for.

References

  • Burke, J. R. (2016). Zappos Company Profile.
  • Cowley, E. J. (2013). Servant Leadership at Zappos. Com, Inc(Doctoral dissertation, University of La Verne).
  • Frei, F. X., Ely, R. J., & Winig, L. (2009). Zappos. com 2009: Clothing, Customer Service and Company Culture. HBS Case, (610-015).
  • Kopelman, R. E., Chiou, A. Y., Lipani, L. J., & Zhu, Z. (2012). Interpreting the success of Zappos. Com, Four Seasons, and Nordstrom: Customer centricity is but one‐third of the job. Global Business and Organizational Excellence31(5), 20-35.
  • Nunamaker Jr, J. F., & Briggs, R. O. (2011). Toward a broader vision for information systems. ACM Transactions on Management Information Systems (TMIS)2(4), 20.
  • Pelletier, R. A., & Mujtaba, B. (2015). Maximizing employee happiness and well-being: An examination of value creation and competitive advantage at Zappos. Advances in Social Sciences Research Journal2(4), 220.
  • Perschel, A. (2010). Work‐life flow: How individuals, Zappos, and other innovative companies achieve high engagement. Global Business and Organizational Excellence29(5), 17-30.
  • Rosenbaum, S. (2010). The Happiness Culture: Zappos Isn’t a Company—It’s a Mission. Fast Company.
  • Runo, M. S., Berger, G. D., & Ouk, S. (2012). U.S. Patent No. 8,332,284. Washington, DC: U.S. Patent and Trademark Office.
  • Warrick, D. D., Milliman, J. F., & Ferguson, J. M. (2016). Lessons learned from Zappos on what it takes to build high-performance cultures. Organ Dyn.
  • Weitzman, S. (2006). U.S. Patent Application No. 29/218,545.
  • WRITER, H. Mission, Vision and Value Statement of Zappos. com.
  • Zappos – About.
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