NCU-CMU-HUI BBA Articulation Program Summer Semester 2010
Research proposal: Discussing online retailing and services of Zappos Company
Submitted by: Tran Phuong Thao Nguyen Thi Thuy Van Nguyen Ngoc Lam Tuyen Nguyen Luu Cat Tuong Class: B
we will give some information about the company. Ecommerce payment systems. we will mention the Zappos’s policy. we will give some issues in online service sector such as: Customer service. Then. And we choose Zappos Company which was founded in 1999 with the goal of becoming the premiere destination for online shoes.com. Secondly.
. Finally. we will analyze the market of Zappos Company. especially based on the Zappos. The main purpose is that study and analyze how this website apply the e-commerce in the future business. Using information on the internet is the key method for this article. we will mention some matters of the online company. First of all.Abstract In this research paper.
E-commerce payment systems: 1. Market analysis 1. Market segmentation III.3 Other kinds of payment systems.1 Online Banking and brokerage 1. Introduction: 1.5 FAQ's 2. Defining prime prospects 2. Niche market 3. Business model II.2 Online Insurance Services 1.6 Safe Shopping Guarantee
.4 Shipping 2. Customer service 2.3Returns 2.General Outline Discussing online retailing and services of Zappos Company I. 2.1 Contact Information 2. The service sector: Online 1. The vision of the company 3.2 Customer service center 2. Background 2.
com/research/stocks/private/snapshot.com Coupons V. Fur Policy 4. Zappos policy: 1. 6th ed. 2010.2. Society. http://www. The Truth about Zappos.6.wikipedia.1 Secure Shopping 2.com/fast50_09/profile/list/zappos http://investing.asp?privcapId=92838
Reebok. and Lacoste brands 2/ The vision of company
. Zappos. Converse. He quit his job and started his idea. beauty. Speedo. Over nine years from the beginning. it does not sell shoes only. colors. he had an idea that occurred in his mind about online shoes retailer. Until now. Puma. etc.com. After all.com has developed as the best selection for customer by their absolute best service online. he went home without his favorite shoes.com. Tommy Hilfiger. he realized that there were many stores online but has no major retailer online where specialized in shoes.com was known as Shoesite. At that time. color and size. Swissmar. After that. Then. styles. sizes and widths. but also any category such as accessories. Zappos. 1999 Zappos. He went to many stores but he cannot find one as he wanted about right style. it changed to the present name in the July. sunglasses. At first. Finally. baby. In 1999. jewelry.I/ 1/ Background : That is a story of Nick Swinmurn – the founder of Zappos. clothing. watches. The company markets products of Adidas. Samsung. . he had a difficult problem to find a pair of shoes when he was at a mall in San Francisco. Zodiac. Versace. bags.com is a web site to satisfy customer’ needs who want to have the best solution about shoes. It provided much kind of shoes with various brands. He named his store is Zappos. he still sought out from many stores selling shoes online but he failed again.
On May 1.com or ZDev") Zappos Merchandising. Zappos has coordinated with Amazon. It is an important thing that customer expects when buying online and company also try their best to do. 2010. The purpose of Zappos is to shorten the delivering time when customer makes order of a product on web site until they receive item.S.com. There are ten small companies under the Zappos Family. Second. Inc. Moreover. The purpose is helped both companies to grow together in sharing strong passion for customer service. ("ZMerch") Zappos Fulfillment Centers. That is a special thing in Zappos and unlike other online retailers. Zappos has depended on it to run their business effectively and develop in future. ("ZFC") Zappos CLT.Tony Hsieh.. online retail transactions in the U. ("ZCLT") Zappos Insights. Inc. Zappos.com must be an online store. ("the management company") Zappos IP. To expand their business." . family. such as: Zappos. it need to restructure to continue to grow strongly. ("Zappos. The last. Inc. Inc.com.com. Inc. With their rapidly development . It has satisfied customer’s need and make they want to come back again. Zappos has restructured the company to give the best service possible.com has committed to buy available items in their warehouse. ("ZiP") Zappos Development.With their three main visions. CEO of Zappos. ("ZInsights")
.. Inc. First. Zappos. Inc. "Zappos and Amazon sitting in a tree. company will provide the best service and the best selection for customer when they buy product from Zappos. will be 30% in one day.com. Inc. Inc.
. LLC ("6pm") In the future. ("ZGift Cards") Zappos Retail. from that. utilize and expose the personal information of customer. 3/ the business model The business model of Zappos is loyalty business model. ("ZRetail") 6pm. it leads to profitability. It is a list of many rules that will be applied in the web and be used to consult.
to improve the Sites’ content and layout. to improve outreach and for our own marketing efforts (including marketing our services and products to you). 2/ Information utilization and exposition: . ages. . product and services quickly. log files. Besides. email addresses. It is used to help customer can create an account to log in the web easily. company take personal information to improve the content and layout of web site.The goal in gathering personal information of customer is to provide an effective. outreach and marketing efforts. based on the personal information.Internal use: company use the personal information of customer to process customer’s order and supply customer service. customer can seek information. meaningful. product review and bizrate reviews. cookies and other technology. It include seven elements such as registration and ordering. and customized experience. to help company can catch and create content that suitable for customer and provide new information. and to determine general marketplace information about visitors to the Site