How did Zappos grow 20 percent in the midst of the worst recession in decades? It used super service to build a huge and loyal customer base. It brought in some fresh air - and fresh ideas. And it got social. Here's how you can follow in Zappos' footsteps.
Whenever he meets someone, Tony Hsieh asks whether the person has ever shopped at Zappos.com, the online shoe store he heads. One day, Hsieh's question triggered a harangue. The man's wife had spent $60,000 in one year on Zappos. "I should pay you to remove [her] name from your database," he said. Hsieh was inspired. Soon afterward, he announced that his shoe store would offer a "Cease and Desist" service. For the modest sum of $50,000, Zappos would agree to permanently disable the account of a wife, husband, or significant other. No one has accepted that tongue-in-cheek offer. But the whole caper was of a piece with a company that has put having fun at the heart of its public image and corporate culture. That, along with a smart, ever-evolving business plan anchored in superlative customer service, has made Zappos one of the rarest of business phenomena - an enterprise that thrives by breaking nearly every rule of retailing, online and off.
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This book is just a tease and you are better off just getting get the book: Delivering Happiness. It is a great book and will be worth it.
This audiobook was nothing more than a 15 min overview of Zappos.
You could probably find more and better information with a 3 second google search.
The audiobook does not expand on any points and stops almost midway through the Zappos story. It is just someone talking about how the company came to be (in 15 mins)
Certainly not credit worthy.
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