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  • http://pvesey.blogspot.com pvesey

    – The only company that will consistently say “THANK YOU” when I blog about them.

    Zappos, Merry Christmas

  • http://www.oldschoolventures.blogspot.com Lou Sagar

    In having the opportunity to work with Zappos, its impressive to learn how a Company would look at outbound shipping and return costs as a “marketing” investment and not an line item expense. Zappos “Powered by Free Shipping” is their “Pentium Inside”….

  • http://zappos.com Jonathan Lueck

    Jeff, you WOW me! This blog is simply awesome! I’ll be passing this around the office.

    We absolutely appreciate you taking the time and effort to let people know about us, our methods, and our culture. Reading and hearing things like this is one of the most rewarding parts of working here. You’re helping us spread the happiness, which is what it’s all about, if you ask me. Thanks so much, and thank you EVERYONE for your support!

  • http://www.businessesgrow.com/blog Mark W Schaefer

    Jeff, you are one of my favorite bloggers but honestly I am so sick of hearing about Zappos I could hurl.

    The blogosphere needs to come up with a few new success stories.

  • Bobbie Lewis

    I had a great customer service experience with Zappo’s. While ordering, I inadvertently moved the cursor choosing the color of the sandals I wanted, and noticed only at the moment when I clicked “submit order.” So I called customer service right away and instead of telling me there was nothing they could do, the rep was able to change the order so I received the shoes in the color I wanted.

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  • http://nakedpizza.biz Robbie Vitrano

    Great post Jeff. You capture Zap’s methodology but more importantly a human, optimistic and successful method of conducting business. A lingering global recession, created by the behavior of business, is my proof that we need to keep talking about companies like Zappos. Not simply because of their methods, but because they make a business case for consciousness and we need the optimism to win out over the cynicism. A basic confidence in capitalism, something a bit more flip than the “invisible hand” and “free markets.” Financial promise AND social purpose.

    Thank you.

  • http://mortensaxnaes.wordpress.com Morten Saxnæs

    Thanks for a great post Jeff.

    First time on your blog, but will be returning.

    I can see why many get tired of hearing about Zappos, but this cse is simply to impressive, that we need to scream it out loud, so that other companies will follow their lead.

    Sure, we need to find new best cases, but until they are as clear as the Zappos case, I will continue to read about it and share the knowledge.

    @mortensax

  • http://www.boots4you.com/ Laura

    Zappos has also been very active in working with internet marketers to promote its site. Contrast that with Endless.com, which has failed completely where Zappos has succeeded. This is what caused Amazon to buy Zappos. From a service perspective, Endless beats Zappos in almost every area, and the prices on Endless are usually also lower (and guaranteed, which they are not at Zappos). Still customers prefer Zappos. It comes down to three words. Marketing, marketing, and marketing.

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  • http://twitter.com/softwarecandy softwarecandy

    Jeff, this is a great article. Insightful and educating. It will be retweeted…

  • http://debrasfinancial.com Debra Beasley

    As the mother of a teenage son, who buys all of his shoes from Zappos, I have to agree completely with this article. When people ask what he wants for Christmas, I always tell them a Zappos gift card. When people ask me what to get other teenagers, I always recommend Zappos. Kids love their products and parents love them because of there no-fault return policy. And, this article is right on about their customer service department. My son placed an order on Christmas Day – and forgot to use his gift card…but we were able to reach someone at Zappos (on the phone) on Christmas Day, and get it corrected – after placing the order. I don’t know of any other company that can correct an online order – after it has been placed.

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  • http://www.maxigripstore.com/ Richard Potvin

    They are a model for us, eTailers!

  • http://utehagen.wordpress.com utehagen

    Thanks Jeff for summarizing the Zappos experience and business model so succinctly.
    If just more companies (not only Etailers) understood the fundamental commitment to fulfilling customer needs, the world would be a happier and more profitable place.
    Ute

  • http://www.klauspierre.com klaus pierre

    Zappos shoes are what the French used to be in the beginning of time…just what people needed!

  • http://www.expansionplus.com doug hay

    Love the CEO’s viewpoint about social media. As a social media marketer, would love him to educate other C suite execs who are still resisting the benefits of it. Their business plan is brilliantly simple.

    • http://www.maplesyrupworld.com/ Charles

      Indeed Doug, would love to spend a day with him and ask all the questions I want.

      I buy all my shoes from Zappos!

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  • http://www.facebook.com/romona.foster Romona Foster

    Good stuff as always Jeff!