How Zappos Does Customer Service and Company Culture
11/06/2009 14:06
One of the highlights of SxSW for me was a keynote delivered by Zappos CEO, Tony Hseh, who also runs a very insightful business blog.
Las Vegas-based Zappos started in 1999 by selling shoes online, and has since grown to a $US1 billion per year retailer. It has expanded into clothing, handbags, sunglasses, and numerous other categories.
Early on in its life, Zappos made a deliberate decision to re-direct its marketing budget towards delivering exceptional customer service with a great company culture, helping the business to thrive where others have failed. Tony highlighted many deliberate decisions that the company made with the long-term view in mind, such as: