Outline of “Face value” of The Economist, April 18th- 24th

Face value (Tony Hsieh, Zappos.com) http://www.economist.com/people/displaystory.cfm?story_id=13490041

I didn't know Zappos.com, a shoes shop website. Although this week's Face value focuses on Zappos's outstanding customer service, I doubt whether customer service of the company is better than those of Japanese company. Because American standard customer service seemss so terrible that I never understand how American consumers bear it. I know this opinion could be an prejudice, maybe I should live and try a customer service in America.

Par. 1. Introduction of "Zappos.com". It looks like a start-up company in the internet boom days that the office of Zappos is adorned outlandishly and the employees enjoy working with some toys. Par. 2. Mr. Tony Hsieh, the head of Zappos. His goal is to create a corporate culture that allows Zappos to prosper by providing world-beating customer service, no matter what business it is involved in. Par. 3. Zappos, as an outstanding customer service company. Mr. Hsieh described Zappos as "a service company that just happens to sell shoes." Par. 4. Beginning of Zappos with Mr. Hsieh. As he sensed the firm's potential, he moved from an investment fund which backed up the start-up Zappos to the firm and became the chief executive in 2000. Par. 5. The culture of Zappos. Since Tony Hsieh joined, Zappos have focused their efforts on creating a distinctive culture at the company. Performance review of employee reflects the efforts that half of the review based on how well each person has lived up to the company's values. Par. 6. The recruitment of Zappos. How to employ people is also geared to identifying those with a Zappos frame of mind. Par. 7. Laissez faire of Zappos. The company gives staff much freedom to get on with their job. Par. 8. Cost and profit of the culture-building. After several years of just breaking even, Zapos was profitable in 2007 and 2008. Par. 9. Mr. Hsieh's willingness to share information. He encouraged his staff to use twitter, a micro-bloggin service, along with him. Par. 10. Recession and Zappos. Despite the recession, the company goes well now, however if the recession make shoppers to be much more price-sensitive, Mr. Shieh's model to sell products with full price in return for outstanding service might come unstuck.