strategies

1. Zappos.com
Kundai, Dee, Akhmyed

2. What’s Zappos.com
• History
• Mission statement
• Corporate culture
• SWOT analysis

3. Business Strategy
• Target markets
• Offers
• Value
• Supply chain
• Competitors
• Marketing strategy

4. Retailing Transformation
• Services
• Free shipping and returns
• Pure play firm
• Marketing intelligence
• Marketing research

5. Holistic Marketing Strategy
• Internal Marketing
• Integrated Marketing
• Performance Marketing
• Relationship Marketing

6. Core Competencies
• Value chain
• Services
• Differentiation

7. Brand Equity
The added value endowed on products and services reflected in
the way consumers think, feel and act with respect to the brand,
its prices, market share and the profitability the brand command.

8. Hi, thank you for calling ZAPPOS!

9. Protecting Market Share
Proactive Marketing
The distinction between responsive marketing, anticipative
marketing and creative marketing.

10. Defensive Marketing
● Position Defense
● Flank Defense
● Preemptive Defense
● Counteroffensive Defense
● Mobile Defense
● Contraction Defense

11. Customer Loyalty & Customer’s Satisfaction
• Unbelievable return policy (no question asked)
• Specific training about satisfying customer

13. • Responds to emails under 5 minutes
• Answering the phone (under 20 sec)
• Treats customers as individuals (18 hour of phone call)

17. Employees
• Free meals
• Training of 3 weeks
• A life coach
• Recognition
• Empowerment

18. Thank you… Questions?