I posted a review of the Zappos book awhile ago and have been seeing an increasing number of thought leaders talking about leading with customer service; online. The premise, which is straight out of the Cluetrain Manifesto is that we’re back to a marketplace in the traditional sense only the medium happens to be online. This is made even more reasonable with us neck deep in the media...
I finally finished Delivering Happiness: A Path to Profits, Passion and Purpose by Tony Hsieh which is a book about Zappos. I read most of it and then stopped short of finishing by about 60 pages and then let it sit there for one month. Not smart. From what I remember of the beginning of the book, Tony believes in WOW-ing the customer and he repeats this mantra throughout the book. This is...
When I first heard of Zappos, I thought “No way! Buy Shoes online . . . How do I know how they fit?!?!? That will never work.” Well, after an $1.2 billion acquisition, I stand corrected; in my shoes that I did NOT purchase from Zappos. Turns out, people were willing to buy shoes online. A lot of people. As a matter of fact, I recently asked my class and another I was guest lecturing...
Zappos has a very unique discovery tool that places clickable images of shoes that people have ordered on a map; real time. Go to: and you can see. It’s hypnotic in the same way that Twittervision 3D is, except that it makes you want to buy shoes. When you see a shoe that you like you can click on the image and it will take you to the eCommerce piece where you can buy. Want to know what...