Zappos Quizzos

Which value(s) here is part of Zappos’ 10 core values?

• Do more with Less

• Build Open and Honest Relationships with Customers

• Create Fun and a Little Weirdness

• All of the above

What are the 4Cs from Zappos?

• Consciousness, Customer Service, Culture & Community

• Commerce, Customer Service, Culture & Community

• Coolness, Customer Service, Calmness & Community

• None of the above

What are the two tips that has enabled Zappos to recruit candidates who fit the culture?

• Essay writing & Observing Candidate’s Behaviour

• Storytelling & Asking standard interview questions

• Essay writing & Asking standard interview questions

• Storytelling & Observing Candidate’s Behaviour

What is one of the reasons Zappos sees call centres as an untapped opportunity?

• Potential to increase customer lifetime value

• Potential to increase sales

• Direct selling to consumers

• Getting more personal information from customers

How much time is required for managers to hang out with their team members?

• Not required at all

• 10-20%

• 30-40%

• 50%

What was the duration of the longest customer call Zappos had?

• 9hrs 51mins

• 10hrs 47mins

• 10hrs 51mins

• 11hrs 2mins

What is the current yearly revenue of Zappos?

• $1.3 billion

• $1.5 billion

• $1.6 billion

• $2 billion

Why did Zappos merge with Amazon?

• (A) To leverage on one another’s strengths

• (B) Because Amazon believes in zappos independent ways of doing things

• (C) Both A and B are correct

• (D) Because Zappos is customer-obsessed

How many employees from Zappos came to share with us about their experience today?

• 1

• 2

• 3

• 4

What have you learnt from this case?