Zappos is revolutionizing the online shopping experience one customer at a time. The company which began as an online shoe warehouse, has expanded to selling apparel and accessories using a loyalty business model. With 75% of their customer base being returning customers, their consumer loyalty is very high because of the value they see in taking complete care of their shoppers. Customers are always guaranteed free returns and are actually encouraged to buy multiple sizes of merchandise, then send back what does not fit so that the customer is ensured satisfaction. When customers call in, call center employees do whatever they can to satisfy their customer, even going as far as checking three competitor sites if the merchandise they want is not in stock. Also, employees do not follow any kind of script, so they are able to sound as genuine as possible.
Zappos concentrates on making work a relaxed and motivating environment, which creates more happiness in the workplace and more happiness among customers. The company culture encourages their employees to “deliver WOW through service” and “build open and honest relationships with communication.” The company values create a company culture that supports working hard, displaying creativity, and treating everyone with the respect they deserve. Customer responses and the rapidly growing business definitely reflect the values they instill in their employees.