US$568.3 million and growing Zappos is the world’s biggest shoe store. It is online, of course, and was established in 1999. By 2019 sales had grown to US$568.3 million and it ranked 171 worldwide among retailers. A wholly-owned subsidiary of Amazon, Zappos is led by Tony Hsieh – the CEO since 1999. It is worth […]

US$568.3 million and growing Zappos is the world’s biggest shoe store. It is online, of course, and was established in 1999. By 2019 sales had grown to US$568.3 million and it ranked 171 worldwide among retailers. A wholly-owned subsidiary of Amazon, Zappos is led by Tony Hsieh – the CEO since 1999. It is worth considering some insights from Mr Hsieh: ‘Customer service shouldn’t be a department; it should be the entire company.’ ‘Zappos is a customer service company that just happens to sell shoes.’ Rising above mediocrity in one or more of these factors can represent a unique selling proposition. It certainly has for the likes of Zappos. If you are going to be cheap – be CHEAP. If you are going to offer service – offer EXCELLENT service and if you are going to offer convenience – be SECOND TO NONE.Marketing guru Seth Godin once said, ‘nobody recommends…