Zappos
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Discussing Zappos’ Culture With Tony Hsieh « Customer Experience
As I mentioned in my post about popular customer experience topics , I’m currently researching best practices for the 3rd principle of Experience-Based Differentiation : Treat customer experience as a competence, not a function . It’s a topic that I sometimes call customer-centric DNA.Zappos' Tony Hsieh on Twitter, Phone Calls and the Pursuit of Ha
It's not about shoes, it's about customer service. At least that was the gist of Zappos CEO Tony Hsieh opening keynote at SXSW this year. Although the hoodie-wearing entrepreneur— #20 on the 2009 Fast Company 50—does sell about a billion dollars worth of shoes and accessories a year, what's more important is their platinum customer loyalty record.
Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service – a potent digital marketing tool. Tony Hsieh, CEO of Zappos, kicked off day one of PubCon 2009 with a keynote on the importance of delivering happiness through service.
PubCon 2009: Zappos CEO Tony Hsieh Keynote - Online Marketing Bl
Nobody thought the idea of selling shoes on the Internet was a good one when Zappos.com was founded in 1999.