E-Commerce Conversation: Was It Culture Or Tactics That Grew Zappos


If you are in the e-commerce 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 e-Commerce 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.

Written by
John Max is the Marketing Manager at Engine. John has worked across multiple million dollar brands as well as white labeling with Agencies in the US, as well as Australia and New Zealand. With a background in marketing and a passion for eCommerce, John is responsible with sharing Engine with the world.