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E-Commerce Times Talkback

ECT News Community   »   E-Commerce Times Talkback   »   Customer Focus is Zappos biggest strength

Re: These Boots Were Made for E-Commerce
Posted by: Pam Baker 2008-10-16 05:29:02
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Among dreamy startups and salty e-commerce veterans alike, appears to be the golden grail -- certainly one blessed, at least, with heavenly rewards. "Zappos is the Amazon of the shoe business, and its model is extremely difficult to mimic," Gene Alvarez, vice president of research at Gartner -- and former employee of shoe-biz powerhouse, Nine West Group -- told the E-Commerce Times. While Zappos started as a shoe-specializing online retailer, and currently holds the title of world's largest, it stocks more than 3 million shoes, handbags, clothing items and accessories.

Customer Focus is Zappos biggest strength
Posted by: tschurter 2008-10-16 05:54:07 In reply to: Pam Baker
Zappos does many things "right" and this article describes a number of those "right" things but fails to emphasize the one thing Zappos does better than anything else - deliver a compelling customer experience that brings customers back for more and drives the kind of word-of-mouth marketing that you just can't buy regardless of your size or budget.

And in a time where customer service seems to be the one thing most companies can't seem to manage no matter what they do, Zappos delivers...

When you dig a bit deeper into Zappos success you find that they live and breathe the credo that "customers are the lifeblood of the business." Kudos, to Zappos. They are acting on the obvious - the obvious that their competitors continue to ignore...

Terry Schurter
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