Author:M. Azim Ulfati


• Analyze Klimpton’s strategy for being environmentally friendly. Determine how this strategy helps Klimpton make supplier channel decisions and manage the waste from its hotel and restaurant operations.  

Initiative is one part of success in the company’s strategy, which leads the company to become green. That is the best way that they practice these initiatives in actions for long sustainability where the company can leave global footprint limitations for the environment. In order to bring an initiative Klimpton established Earthcare for standardizing green practices all over the restaurants and hotel. The company saved money in the cost of shopping some products and expanded through out the company.

At Kimpton, there is a culture that includes people, one that celebrates the individuality of guest and employees alike. Kimpton has the highest customer satisfaction scores (93%+) and emotional attachment scores (89%) of any hotel company operating in the United States.

There is also 40 percent saving in waste management from Klimton’s Hotels restaurants.

Waste management is a good program where a lot of recycling and reuse of every thing from cardboard, batteries, computers and papers are composted, recycled or reused. The restaurant not only saves money through 40 percent savings in waste management but also it utilizes local organic products which helps local economy and saves money from the shipping of many different items.

• Describe Zappos’ customer service area and analyze how customer service is a strategic part of its business model.

Zappo is the online shoes , clothing and accessories retailer has had the top ranked customer service with a great interaction to customers. The ranking rates are based on the assessments and evaluation of customer service features, metrics and policies for each site.

It is very important to have customer service in order to grow and attract customers. I think Zappos is the only online retailer that has the best customer service, where the consumers pay for a good quality shopping experience. When the customers shop from Zappos, most of them return back. It is estimated that repeat customers is nearly 75 percent of business. The difference between this store and others is in interactions.
Not only many online retailers staff a customer service loyalty Department whom they keep contacts with customers and among other departments of company but also they keep customers happy via sending individual customers personal notes or flowers for different occasions. The customer service finds solutions if there is some thing wrong or problems with any products after the sale.

As a consumer of shoes, I would return to Zappos whenever I need shoes because not only they provide me free shipping and free returns but also checks with me if I am happy and satisfied with their products after the sale.