How Zappos wins at customer service every day
(eTail) The power of customer service as a sales strategy should never be overlooked. For customers shopping at Zappos – an online shoe and clothing retailer – it has to be said that there’s nothing particularly special about the prices, nor, perhaps, even the products. And yet, here is a retailer that managed to hit $1 billion in sales in its first 10 years of existence, and now produces in excess of $2 billion in revenues annually. For a company that appears, on the surface at least, to be doing pretty average things, we must ask ourselves – what is it, then, that makes Zappos such a spectacularly special success?