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Shoes, Handbags
Zappos.com is an electronic commerce company currently based in Henderson, Nevada, having moved their operations out of California in 2004. Their warehouse is located in Shepherdsville, Kentucky, where they also have an outlet store. more...
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Founded in 1999, Zappos is a leader in online shoe sales. It offers free shipping both ways, a 365-day return policy, and 110% price protection. Zappos did "almost nothing" in sales for 1999, but grossed $370 million in merchandise sales in 2005 and projects $600 million for FY 2006.
Its name is derived from the Spanish word Zapatos, meaning shoes.
Sales model
Zappos has a stated goal to be "the online service leader". Their call center is never closed and they refer to themselves as "a service company that just happens to sell shoes (and handbags and accessories)."
The primary source of the company's rapid growth has been through repeat customers and word of mouth. The company believes that investing resources and money in improving the customer experience is more beneficial than investing in marketing.
All employees that are hired into their corporate office, regardless of position, are required to undergo a 4-week Customer Loyalty Training course, which includes at least 2 weeks of actually talking on the phone with customers in the call center.
Company culture and core values
Zappos places a large emphasis on company culture and core values. The company publishes a "Culture Book" annually that is made up of contributions from employees that describe what the company culture means to them.
As part of the hiring process, in addition to technical skill and ability, prospective candidates are evaluated on how well they fit with the company's core values. The company's core values are:
Deliver WOW Through Service;
Embrace and Drive Change;
Create Fun and A Little Weirdness;
Be Adventurous, Creative, and Open-Minded;
Pursue Growth and Learning;
Build Open and Honest Relationships With Communication;
Build a Positive Team and Family Spirit;
Do More With Less;
Be Passionate and Determined;
Be Humble;
Products
Zappos has expanded from shoes to handbags and purses, and has launched a second line of high-end shoes called Zappos Couture.
Zappos also focuses on niche shoe markets, including narrow and wide widths, hard-to-find sizes, vegetarian shoes, and Zappos exclusives.
Zappos has recently started to sell eyewear, apparel and watches. The number of products they sell will grow each year.
Read more at Wikipedia.org
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