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Final Project One Milestone Two Mission and Vision Zappos is an online retailer that sells shoes, clothing, accessories, handbags, and more. Zappos vision is, “to deliver happiness to customers, ... employees, and vendors.” Their mission is, “To provide the best customer service possible. Deliver WOW through service.” They have communicated their mission and vision with the company with their core values which is displayed on their website and throughout the halls of headquarters. “deliver WOW through service, embrace and drive change, pursue growth and learning and building a positive team and family spirit.” (About Zappos, n.d.). They encourage employees to take initiative, and they value their input. They believe that if their employees are happy, that will be bestowed to their customers through their service. Strategic Management Plan “Strategic management reflects what a firm is doing to achieve its mission and vision as seen by its achievement of specific goals and objectives.” (Carpenter, 2013). Zappos excels in this, especially with their Customer Service. They allow their agents to refund customers and send them new shoes when their shoes come in defective, send flowers, send care packages to soldiers, and more. The kicker is, they do not need approval. “Turns out, the number one factor impacting an agent’s experience at work is the empowerment they feel to offer customers unique resolutions.” (The Customer Service Strategies Behind Zappos' Success, 2020). [Show More]

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