Zappos.com - Zappos.com Robert McGill BA 420 Organizational...

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Zappos.com Robert McGill BA 420 Organizational Behavior 17 April 2011 Zappos.com
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1. What lessons about leading people and managing organizations does Zappos and its CEO, Tony Hsieh, provide? Explain your conclusions. “There are the outlandish decorations adorning walls and cubicles, including jungle creepers that hang from the ceiling and a menagerie of toy monkeys and other creatures. There are the boisterous employees, some of whom rattle cowbells, shake pompoms and bellow greetings as visitors pass their desks.” (McCuddy, 2011) Tony Hsieh has shown that allowing employees to express their personalities and creativity in the workplace creates happy employees and that happy employees are more productive, responsive, and empathetic to their customers’ needs. This, in turn, provides customers with a more satisfactory and personal shopping experience and creates a loyal customer base who will re-patronize the business again and again, in the future. Tony Hsieh’s organizational management style is best explained in his own words: “We’re aligned around one mission to provide the best customer service possible. Rather than focus on maximizing short-term profits, we focus on how
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Zappos.com - Zappos.com Robert McGill BA 420 Organizational...

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