If you are in the eCommerce space, you’ve probably heard the name “Zappos” thrown around a lot in conversation. For those living under a rock, Zappos.com is an online shoe and clothing shop based in Las Vegas, Nevada. They were one of the first billion-dollar eCommerce acquisitions when they were acquired by Amazon in 2009.
A lot of people equate Zappos success to their unorthodox tactics such as free shipping both ways, a 365-day return policy, or their focus on delivering happiness through customer-centric service. Others (the brilliant ones) believe the company culture Tony Hsieh implemented created the infrastructure for those tactics to be possible, and that tactics without the backbone of culture would have fallen short.
Listen in to hear both sides of the argument, and also let us know what you think in the comments below.
Who won, who lost? You Decide.