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I’ve been following Zappos CEO Tony Hsieh on Twitter for awhile now and I’m fascinated by the way Zappos does business.
They’ve taken a page from the Amazon playbook (except they aren’t a discounter) and decided they would make their Customer Experience the ultimate online shopping experience. IMO, the company would be an excellent case study on Building a Retail Brand. Their catch phrase is “We are a service company that happens to sell”
Zappos was founded in 1999 as an online shoe retailer and has grown to over $1 billion in sales in the last 8 years. They are now expanding into additional categories with a new updated web experience at http://zeta.zappos.com/ (Zeta being a play on the traditional geek speak of Beta)
What is interesting, is that Tony visited eBay several weeks ago to meet with Senior management and explain how they view the customer experience. But in speaking with him […]
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