Zappos – The best customer service ! Guaranteed!!

Zappos -> The company that truly adopted the business model I believe in.

Instead of spending a lot of money on advertising, let the customers be your sales managers. Give the customers the best customer experience and I happy customer will advertise for the company in return.

Zappos initially started as a normal online shoe seller, connecting the seller and the customer. But it soon realized that it doesn’t have any control on customer service in this model.

Zappos started to accumulate its own inventory so that they can provide better customer service.

It decided to let go of the 25% of the Dropship also just to make sure that the customers get best experience in any case.

It never asked the customer service associates to end the call in a specified time as that would affect the customer service. Employees could take the decisions with out escalating to leads or managers. Bottom line is provide the best customer service.

In July 2009, the company announced it would be acquired by in an all-stock deal worth about $1.2 billion. Since its founding in 1999, it has become one of the world’s largest online shoe stores.


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