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Zappos and Kronos: Powered by Service

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HfS had the opportunity to visit the headquarters of Zappos, the online shoe marketplace that has expanded into many apparel categories since it was founded in 1999. Leading with the tagline “Powered by Service,” Zappos grew to more than $1 billion in revenue in seven years by delighting its customers.
 
Through its “culture tour,” Zappos reinforced the belief that every business differentiates itself by service today and empowering the people who deliver that service. This includes the workforce management solution developer that brought us there, Kronos.
 
As Kronos seeks to lead in the crowded human capital management (HCM) SaaS market, it should take Zappo’s tagline to heart and increase its focus on services to extend the run of success it has had in the marketplace. 
 
Competition in HCM SaaS is fierce as many companies offer broader functional and global capabilities, and the depth and breadth of support services needed to make initial implementations as well as on-going innovation consumption and integrations in HCM are going to be the keys to success for all participants.  

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