Zappos Strategy-Tactics

Zappos Strategy-Tactics - From:CulturalRevolution

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From: Cultural Revolution  Source: Chain Store Age 83 no12 32, 34 D 2007 Ever since Zappos’ inception, its focus has been on providing a unique  style of service. They wanted to provide a type of service that has never been  offered before. Zappos’ CEO, Tony Hsieh, is aware of company sales; it is not  necessarily what he focuses on. Hsieh says he measures his company’s overall  value by the service it provides. He believes that a company’s success does not  come from the products it sells, but how a company delivers those products to  consumers.  For example, Zappos’ company promise customers free overnight shipping  and customer service 24 hours a day, seven days a week. Hsieh said he believes  e-commerce customer service should help its customers feel a personal  connection with the company. To make this connection, Zappos has placed their  phone number on the top left corner of every page. He wants to establish a life-
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Zappos Strategy-Tactics - From:CulturalRevolution

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