Giới thiệu
Zappos là shoe e-commerce, thành lập 1999, acquired by Amazon $1.2B năm 2009. $2B revenue/năm. Strategy: "WOW customer service" - free shipping both ways, 365-day returns, 24/7 support. Culture: Zappos culture book famous, employee happiness = customer satisfaction.
Case Study
Customer order 3 sizes shoes, try at home, keep 1, return 2 free. Zappos CSR call 10 giờ với customer (record Guinness) - không upsell, chỉ help. Kết quả: 75% revenue từ repeat customers, acquired $1.2B Amazon, culture case study.