Zappos Customer Loyalty Team Case Study Help


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Zappos Customer Loyalty Team Case Study Solution

Background and Facts

Zappos Customer Loyalty Team an office materials store for small and also moderate sized businesses has actually lately been involved in preparing for a merger with its rival House Deport, which has influenced effectiveness levels in departmentswith the senior supervisor involved in legal difficulties presented by the government Profession Compensation. With the Advertising Head advancing the news of his separation from the firm in one year, Jeannie Lewis, the current head of operations has actually been asked to take the role in the near future. With challenges in the form of a prospective cultural modification and reduced worker spirits, the company requires a full reengineering initiative at the marketing division.

Problem Statement
Porter's 5 Forces Analysis
The potential cultural modification at the marketing department of Zappos Customer Loyalty Team is increasing unpredictability in the working environment bring about different difficulties for the Jeannie Lewis that would be replacing the head of the department in one year. nalysis

PEST analysis

Political Factors: Political factors play a significant role in affecting critical decisions considering that Stapes Inc. had to abandon its strategies of combining with Workplace Deport after the Federal Profession Commission's treatment in the process. Given the truth that the store has a worldwide presence with branches in UK, UNITED STATES, Canada as well as Germany, political factors in each of these nations might be able to impact performance or critical objectives. Federal Trade Compensation's antitrust fit against the merging took up useful time of the organization's senior administration suggesting that 'political' factors can have severe ramifications for an international business.

Economic Factors: Financial factors such as the appearance of small companies in the international situation recommend that Zappos Customer Loyalty Team is flourishing in an atmosphere where there is possible growth of services. Along with this, reality that store clients are primarily searching for workplace products for home offices suggests that the marketplace has a rising trend of business owners and home organisations.

Social factors: Social patterns in the economic climate reveal that clients are searching for benefit as well as eye-catching rates. Marketing research shows how the consumer for Zappos Customer Loyalty Team does not have recognition regarding finding remedies which can provide a mix of comfort and affordable.

Technological factors: Innovation plays a crucial role in Zappos Customer Loyalty Team's service technique specifically as the company is piloting Innovation facilities which would offer innovation sales and assistance in the type of memory upgrades, outer setups. (Summary of PARASITE in appendix 2).

OB Issues and also Symptoms.

Numerous underlying Organizational Habits problems can be seen in Zappos Customer Loyalty Team's case as highlighted in this section.

Concerns regarding cultural change: There is worry concerning a cultural change that would certainly occur as soon as Todd Krasnow leaves from his placement as the Exec Vice President of Advertising with the majority of the staff members already showing discontent over this potential step. This predicted adjustment has developed tension in the work environment which has been paired with the previous stress and anxiety of preparing the firm for a potential merging with House Deport.
Pest Analysis
Stressful Job Atmosphere for Newcomers: There is lack of employees that can match the difficult setting of a fast-paced company. Not just does this cause problem in discovering the best people, it puts stress on new hires as can not endure the speed and pressure that the organization expects them to bear.

Twin Coverage Lines: Newbies locate this business culture troublesome and challenging to cope with specifically as dotted line relationships are suggested to be weaker as a whole as well as unbiased setting as well as performance assessment is still done by the strong line supervisor. This suggests that newcomers can lose clearness regarding their corresponding duties and objectives especially as dotted line reporting does not keep them in direct interaction with the solid line managers.

Animosity From Cross Departmental Hiring: Krasnow's choice to make Lewis his follower as opposed to Bridget Coles even though it had been hypothesized that the latter would take Krasnow's setting came as a blow to her morale. Lewis may have been capable and also suitable for the task yet the reality that Kransnow's departure would make Coles a direct report to Lewis might have been the reason for Coles' resignation from services.

Fear & Task Instability: Worry and insecurity can be recognized as two major issues that Lewis would certainly be taking care of specifically as the merging has actually currently be terminated and also 2 elderly execs of the marketing division would certainly be leaving. The entire obligation of the division would be falling on Lewis's shoulders who would certainly not just supervise of brining about a social change however would also have to confirm herself in her brand-new duty.

Incompatible Monitoring Design of Leader: Lewis's administration design as well as its incompatibility with the advertising division's role can also be seen as an OB obstacle particularly as she has been utilized to managing problems in the procedures department where workers are shown to concentrate on processes as well as get them. The marketing division on the other hand can be seen as a group of individuals that are made use of to being supported by Krasnow that concentrated a lot more on result than procedures.

Interdepartmental Arguments: Interdepartmental differences in between 3 departments, marketing, merchandizing and also procedures respectively over the allocation of the advertising mix can be identified as an additional OB concern. The advertising and marketing department does not share the same vision as the other 2 divisions regarding the aloocation of the advertising mix twoards promos and also advertsing, the merchandizing and operations divisions do not agree over the advertising mix allotment amongst one an additional either.

Disintegration in Advertising And Marketing Department: Disintegration in between the advertising and marketing divisions can be recognized as an additional OB concern which might require more attention. The truth that the marketing and advertising sections in the advertising department are disconnected is stopping both departments from obtaining from each various other's experience as well as know-how. Assimilation of marketing with retailing as well as operations would come to be harder if the advertising and marketing division itself is broken down which can be another prospective OB problem.

Zappos Customer Loyalty Team Analysis

Various concepts have been made use of to discuss the situations to obtain more quality about the scenario handy.
Swot Analysis
McGregor's Theory X & Y: According to Douglas McGregor's Theory X, the majority of supervisors believe that subordinates are passive as well as careless, have little aspiration as well as resist modification. The tough version of this concept stressed threat, tight controls, threats as well as punishments. Over time it creates reduced efficiency, refined sabotage as well as competition (Offer, 2003). Although the scenario at Zappos Customer Loyalty Team is not entirely complying with Concept X, it can be seen that brand-new hires are locating this atmosphere rather difficult which may at some point cause a higher disposition of the management in the direction of Concept X. As per McGregor's advocated sight, which he called Concept Y, the necessary job of the administration is to set up business conditions to ensure that individuals can attain their very own objectives best by directing their efforts towards organizational benefits. If individuals discover no satisfaction in their work, the monitoring would certainly have little option but to rely upon concept X and external control (Deal, 2003). Also while evaluating Lewis's management style, concept X might have been suitable in the operations department to some extent but the Marketing division would certainly call for dependence on Concept Y in order to get the creativity as well as originality from the teams.

Tuckman's Synergy Theory: As far as Lewis's concern concerning bringing harmony between the advertising and marketing as well as marketing department is concerned, this would initially lead to conflict as gone over by Bruce Tuckman in his 'Teamwork Concept'. By integrating the advertising and advertising and marketing department's job, there may be the exact same initial disconnect which might lead to the 2nd stage of 'storming' where the teams test one another.

Bridges' Change Design: As per William Bridge's theory (appendix 4), individuals are fairly unpleasant with modification, which is obvious by the circumstance at Zappos Customer Loyalty Team The situation can be viewed as a typical course of life if is examined according to Bridge's theory where he explains that people experience 3 phases of change when they experience change. 'Ending, shedding and also Letting go', The Neutral Zone as well as 'The New Starting' (Bridges, 2004). When people are presented with adjustment, they go into stage one therefore there might be feelings like despair, uncertainty, frustration, rage, anxiety, rejection as well as disorientation.The circumstance at the marketing division of Zappos Customer Loyalty Team is comparable so Lewis can get comfy with the suggestion that it is not phenomenal behavior. In the 2nd phase, there might be a requirement to connect the void in between the new and also old culture so Lewis may have to face this ordeal when Krasnow leaves. There may be reduced spirits and also low performance at this phase which must not be taken as an obstacle. It is throughout this stage that Lewis will certainly have to give advice to the department to ensure that they can locate an orientation. It can be seen just how Krasnow has currently made this transition less complicated by making Lewis get involved in the division a year before his actual departure. As per Bridges' Version, phase three will produce openness to understanding, High energy and also commitment as individuals will certainly welcome the adjustment (Bridges, 2004).
Vrio Analysis
Abraham Maslow in his Theory of 'Needs Power structure' (appendix 5) has talks about the relevance of 'security requires as being a reduced degree demand of a human for activating inspiration. As seen in the pyramid shared in appendix 3, we can see just how 'the demand to feel protected and also out of risk' is at the 2nd level of demands. Before a worker can be made to establish psychologically, he needs to have his 'Physical 'as well as 'Safety and security' needs satisfied.

SWOT Analysis for Zappos Customer Loyalty Team Case Study

Effects of Analysis.

The OB analysis has actually taken a look at numerous theories to recognize exactly how to manage the existing situation handy. The complying with three choices have actually been proposed to aid Lewis manage the business obstacles in the advertising and marketing division. Each of these choices has actually been suggested for alleviating the change required to bring the advertising and marketing department in line with the requirements of the marketplace as well as for making the social modification that would follow once the present leader leaves.

Integration of marketing and advertising functions. Separating Adverting as well as Production features. Assimilation of Marketing with Workflow.

Analysis of Alternatives.

Assimilation of Advertising And Marketing & Advertising Functions: The internal advertising and marketing agency of Zappos Customer Loyalty Team is already stamina for the organization in regards to saving up on expenses associated with advertising and promotion. Because no new recruitment has actually been done after Bridget Cole's separation with the reporting line being straight appointed to Krasnow for the advertising function, this is a desirable chance for integrating the marketing and advertising features. Judith Shapiro that has actually earlier been spoken with by Lewis during the earlier merging days has expertise in business-to-business advertising in addition to agency and also retail advertising and marketing experience. Once Krasnow leaves, Lewis can hire Shapiro as an EVP for advertising and marketing to deal with both marketing and advertising features.

The advantage of this technique is that it will certainly incorporate both features while reducing the demand for working with an additional source for advertising. Lewis would certainly be heading the advertising and marketing division and also in any kind of case her substitute would be needed for the existing function that she is performing. The downside of this option is that exterior hiring might bring about bitterness from interior workers who might be considering the setting of EVP after Lewis takes control of Krasnow's setting.

Dividing Adverting and Manufacturing: Provided the competitive pressures and premium quality job called for from the advertising agency, it is suggested that Lewis must allow the manufacturing device to be a different function from the advertising unit. Because many advertising agencies had these two features as different systems, it makes even more feeling to follow the norm. Both functions may be able to concentrate on their core triggers a lot more efficiently. The downside of this approach would certainly be that added expenses would certainly have to be birthed for setting up separate production features. A production head might have to be employed which could raise overheads for the company.

Assimilation of Marketing with Operations: Given that Lewis is already taking treatment of the marketing and also procedures departments at the same time; it makes sense to integrate the 2 functions since she has been efficiently taking care of both ends. The fact that Lewis has to adjust her management design for the advertising and marketing division suggests that these 2 divisions would be culturally varied.


An assessment of the 3 alternatives indicates that assimilation of advertising and marketing as well as operations would certainly not be a feasible action due to the substantial distinctions between both divisions despite the fact that currently Lewis is dealing with both. While separation of the production function may have been a beneficial relocation for the marketing division, the fact that it would mean putting a third function under Lewis's wing indicates this ought to be stayed clear of also. The combination of the advertising division is the most effective option in terms of getting the optimal results from the division. An activity prepare for this choice is talked about below.

Action Strategy.
Lewis will take control of the duty of EVP Advertising and marketing after Krasnow leaves.

Marketing and advertising features would be merged.

Judith Shapiro will certainly be hired to take Lewis's area as SVP of marketing and advertising.

Manufacturing feature will stay part of marketing under advertising and marketing function.

Lewis will certainly divide herself from operations.

An autonomous leadership design with worker empowerment will certainly be utilized in advertising and marketing department.

Open up door plan and emphasis on cross departmental communication will be focused on removing disharmony.

Contingency strategy.

If the combination does not work out as planned, a backup strategy would adhere to which would certainly separate the manufacturing feature from the advertising and marketing feature to decrease the lots on the SVP of marketing and advertising. In case Judith Shapiro does not get employed, Lewis will be heading the marketing division without an SVP. Because case the production feature will most definitely be separated by placing it under an SVP manufacturing.