Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service – a potent digital marketing tool. Tony Hsieh, CEO of Zappos, kicked off day one of PubCon 2009 with a keynote on the importance of delivering happiness through service.
Founded in 1999, Zappos has grown to 1,400 employees and is listed at #23 in Fortune Magazine’s “100 Best Companies To Work For.”
Zappos is “Powered by Service.” Its goal is to provide the best online shopping experience possible.
Customer service in action:
#1 driver of Zappos’ growth is from repeat customers and word of mouth. Put a focus into the customer experience, create something that is worth talking about. Let customers do the marketing for you through digital (and physical) channels.