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ZAPPOS.COM
Since its founding in 1999, Zappos.com has grown to be the biggest online shoe store. Zappos uses a loyalty business model and relationship marketing. The company's rapid growth is attributable to repeat customers and numerous word-of-mouth recommendations. All corporate office employees, regardless of position, are required to undergo Zappos.com’s four-week Customer Loyalty Training course, which includes at least two weeks of talking on the phone with customers in the call center.
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The Zappos twitter feed just posted this letter (an excerpt here - full letter here). Zappos has decided to let parent...
They even shop at rival shoe stores to fulfill orders!
In fact, the reviews are starting to come in over at Zappos. Both customers state that while the Keen Madrid mary jane...
Loyal customers means Zappos' Customer Service problems don't disable the company.
Zappos' 10 commandments influence everything from hiring to merit raises and firing. Here's a bit on the thinking...
How Tony Hsieh uses relentless innovation, stellar customer service, and a staff of believers to make Zappos.
As most of you know, Zappos sells shoes--lots of them--over the Internet. The company expects to generate sales of more...
I continue to see optimism around new ways of working that include reflection rather than knee-jerk reactions, systems...
The success of online shoe retailer Zappos has been well-documented: It went from a struggling start-up in 2000 to...
This is the second of several ‘Innovation Perspectives‘ articles we will publish this week from multiple authors to get...
Today was my Zappos Tour. The Zappos Family seems to be doing everything they can think of to share how they WOW!...
GOOG) Alerts to get updates each time someone includes certain words in a post. Other companies, such as Zappos.
A glimpse into one of the best customer service cultures.
In this podcast you will hear from Zappos call center managers Maura Sullivan and Rob Siefker, who have both been with...
In 1998, 24-year-old Tony Hsieh sold his company, Internet advertiser LinkExchange, to Microsoft for $265 million.
An Interview with Customer Loyalty Manager Maura Sulliven on the myths and truths of Zappos.
Investment. A high investment protected brands like CNN, ESPN, and Kirin's Ichiban for many years. * Execution. Zappos.
While Zappos has built its brand predominately through word of mouth, the Henderson, Nev.-based company has used TV...
For $39.95/month, customers – “the Fortune 1 million” according to AdWeek – can access exclusive content that Zappos...
Tony Hsieh and the Zappos crew are on a roll. Their Zappos Insights website is a great source for discovering how...
I've just noticed (via Twitter) an excellent new feature on Zappos.com, which provides a different way to browse...
A customer service company that just happens to sell shoes … Maybe you have heard this one already. It bears repeating...
How do you take your customer service and kick it up a notch?
Top Sources: Zappos.com
- BarkingDogShoes | Reviews and Deals - Comfortable Shoes for Women
- money.cnn.com
- Inc.com
- ShoeBlog
- BusinessWeek
- terrigriffith.com
- blogs.harvardbusiness.org
- businessinsider.com
- customermanagementiq.com
- inc.com
