Whilst most companies are all about the rules and processes, Zappos lives on the opposite side of the fence. As Tony Hsieh has constantly explained and demonstrated, it’s all about the culture and if by any chance you don’t buy that take a tour of their offices in Las Vegas – they’ll even pick you up, return you and offer the possibility of raiding their library with all the management and marketing best sellers.
Everything about Zappos is so unlike conventional business that it must drive any competitor up the wall. If you were to try and copy some of their most public of successful strategies, you would inadvertently go bust.
With technology very much on the forefront of their business design, it shouldn’t be a great surprise to see them launch My.Zappos – the portal for sharing likes and dislikes and experiences within the community of Zappos customers. I wonder how many will have the courage to face the majority of missionaries of the brand should they have a negative experience that goes unanswered?
The whole concept is sexy and works but most surprisingly is at the centre of a business that pulls in more than a billion USD of sales per year. How’s that for the WOW factor?
{ 2 comments… read them below or add one }
Thanks for the excellent write up Nuno!
Do you mind changing the link from myZappos to My.Zappos? That's how we are branding the site.
Thanks again!
Not at all – consider it done.