Wednesday, December 1, 2010

I don't know 'bout you, but I'm shopping at Zappos

Image representing Zappos as depicted in Crunc...Image via CrunchBase
I read an article a few years ago in Inc. Magazine about the founder of Zappos, Tony Hsieh and his company. I am such a fan of people who create their lives - including their work - on their own terms and by their own set of standards and then make it really, really big. As an internet entrepreuner I want to learn from companies like Zappos.

They started off selling shoes online. Now, they sell clothing, outerwear, bags, housewares, watches and who know what's next?

But what they have created is not so much about what they sell. I mean you can find deals and steals all over the internet. I think their phenomenal growth has more to do with the CULTURE they created than with the stuff they decided to put on their website.

Even today, they have probably the most open and flexible customer service policies of any business anywhere. They offer (and always have to my knowledge) free shipping, free returns - for a full year, and 24-7 customer support.

Their internal culture is just as cool. From what I read in the article and from what they show on their website, they provide a work environment for their employees that is fun and requires people to get along, respect each other and form real community ties with each other. Hmmm. Sound like a great place? Does to me.

So the fact that you can go on their site and do all of your Christmas shopping or get winter gear with a choice from over 4 million products, and rest assured that whatever doesn't work can be returned, and speak to a person who likes their job and won't be rude on the phone if you do have to call the 800# (or tweet with them should you be so inclined) AND they flippin GUARANTEE delivery with free shipping on orders placed up to TWO DAYS before Christmas ...these facts make it easy to see why Zappos is leading the online retailers pack!
Enhanced by Zemanta