Zappos Case Study

Zappos is an online retailer that has the world's largest selection of shoes, clothes, and luxuries. According to their policy, they provide a 365-day return, eliminate free shipping both way and 24 hours customer service. Free shipping takes four to five day, but recently Zappos had upgraded their shipping day to two days or overnight. Their customer service is one of their best-known services. If a customer call and ask about a pair of shoes that is out of stock, Zappos would contact their competitors and try to help them to find the pair of shoes on other sites. Its call center not only answers questions for their customers they also provide recommendations to them and order shoes for them to try on. After its customers know the best fit for themselves, they can return the one they do not want as without any charges. Zappos as a brand not only sells footwears and clothes, also offer the best customer service. They build a strong relationship with each customer to find them the best fit.

According to their marketing offering, it is clear that Zappos understand as an online retailer customers’ experiences with their service and the process of purchasing are the most important points they have to focus. So Zappos set its value proposition to be customer service. As an online retail store there are lots of competitors that might have better price or deal then Zappos but to them, they decided to take a different approach to focus on customer loyalty. Instead of spending lots of money on advertising, they use their money to create a user-friendly website. On their website Zappos make sure it does not have lots of extra ads that is not relate to its products and clear categories for customers to find their needs in the shortest time. Zappos’ value proposition is closely related to what their marketing offers to “ Build open and honest relationship with communication” for customers and people who visit their website

Since Zappos’ value proposition and its...