Zappos puts service first, and reaps the rewards

This event reports explains how Zappos, the online shoe and apparel retailer, has built a unique corporate culture that drives its overall strategy and interactions with consumers.

Zappos puts service first, and reaps the rewards

Stephen WhitesideWarc

Online retailer Zappos is the world's biggest shoe store. But when it doesn't have a specific product in stock, a customer-service representative will visit three rival websites to help a shopper find their desired sneakers, sandals, or slippers.

And it all happens in a hurry: orders placed at midnight can even be delivered the next morning.

The payoff from such an unstinting commitment to meeting client needs is that three-quarters of the firm's customer base is comprised of repeat buyers, Jon Wolske, a culture evangelist at Zappos,...

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