Video Case- Zappos

Questions-

1. Describe Zappos' market offering.

2. What is Zappos' value proposition? How does it relate to its market offering?

3. How does Zappos build king-term customer relationships?

Company Case- In-N-Out Burger: Customer Value the Old-Fashioned Way

Questions-

1. Describe In-N-Out terms of the value it provides for customers.

2. Evaluate In-N-Out's performance relative to customer expectations. What is the outcomes of this process?

3. Do you think In-N-Out should adopt a high-growth strategy? Why or why not?

4. With so many customers drawn in to In-N-Out's "no-change" philosophy, why don't moreburger chains follow suit?