Zappos, founded by Tony Hsieh at the age of 25, has grown to be a major online shoe retailer in the U.S., capturing a quarter of the market with a unique focus on customer service rather than traditional advertising. The company offers free shipping and returns, encouraging online purchases by minimizing customer concerns about fit and satisfaction. This customer-centric approach, which includes personalized service and a commitment to employee satisfaction, has propelled Zappos' success, leading to its acquisition by Amazon for $1.2 billion.
Zappos, founded by Tony Hsieh at the age of 25, has grown to be a major online shoe retailer in the U.S., capturing a quarter of the market with a unique focus on customer service rather than traditional advertising. The company offers free shipping and returns, encouraging online purchases by minimizing customer concerns about fit and satisfaction. This customer-centric approach, which includes personalized service and a commitment to employee satisfaction, has propelled Zappos' success, leading to its acquisition by Amazon for $1.2 billion.