As a self-proclaimed shoe aficionado and expert in the retail industry, I‘ve witnessed firsthand how Zappos has revolutionized the online footwear shopping experience. Launched in 1999 with the goal of offering the absolute best selection and service, Zappos has grown from a small startup to the undisputed leader in online shoe sales.
Over the past two decades, Zappos has expanded its offerings to include clothing, bags, accessories and more. But at its core, the company remains committed to helping customers find the perfect pair of shoes with as little hassle as possible. As of 2021, Zappos stocks over 3.5 million items from more than 1,200 brands, cementing its position as the go-to destination for shoe lovers everywhere.
Zappos by the Numbers
To truly grasp the scale and impact of Zappos, let‘s take a look at some key statistics:
- Zappos was acquired by Amazon in 2009 for $1.2 billion, but continues to operate as a separate entity
- Annual revenue reached $2 billion for the first time in 2015 and has continued to climb each year since
- Zappos sells an average of 200,000 pairs of shoes per day
- The company‘s Kentucky fulfillment centers span over 4 million square feet of space
- Zappos has been ranked on Fortune‘s "100 Best Companies to Work For" list for 12 years running
- 80% of Zappos‘ business comes from repeat customers, a testament to their excellent service and loyalty
It‘s clear that Zappos has seen tremendous growth and success over the past 20+ years. But what exactly sets this online retailer apart from its competitors? As someone who‘s spent countless hours shopping for shoes both online and in stores, I believe it comes down to a few key factors.
Unparalleled Selection for Even the Pickiest Shoppers
One of the biggest advantages Zappos has over brick-and-mortar shoe stores is the sheer volume of inventory. Without the constraints of physical shelf space, Zappos can stock a virtually endless selection of shoes in every imaginable size, width, style and color.
This is a huge win for selective shoppers like myself who have specific requirements when it comes to footwear. Whether I‘m searching for a niche European comfort brand, vegan dress shoes, or running sneakers in a hard-to-find size 12 narrow, I know I can almost always find what I need on Zappos.
In fact, a 2019 study by SimilarWeb found that Zappos carries 2-3 times more products than competing retailers like DSW, Famous Footwear and Foot Locker. Zappos also had the highest average order value, indicating that customers are willing to spend more for the convenience and selection the site provides.
Customer Service That Goes Above and Beyond
Of course, having an enormous selection means nothing if you don‘t have the customer service to back it up. This is where Zappos truly shines. Since its early days, the company has emphasized creating "wow" experiences by empowering employees to do whatever it takes to satisfy customers.
Some well-known examples of Zappos‘ above-and-beyond service include:
- Overnighting a free pair of shoes to a best man who arrived at a wedding without dress shoes
- Sending a customer flowers after she was injured while trying on shoes at home
- Allowing a customer to return a pair of shoes after 4 years of wear with no questions asked
It may seem counterintuitive for a business to spend so much on individual customers, but Zappos understands the long-term value of creating happy, loyal shoppers. And the proof is in the numbers – 75% of Zappos‘ purchases come from repeat customers, compared to just 30% for the average online retailer.
What‘s more, Zappos backs up its commitment to service with some seriously impressive policies. The company offers:
- Free shipping and returns on all orders with no minimums or exclusions
- 365-day return policy, even if shoes have been worn
- 24/7 customer support via phone, email, and live chat
- Zappos VIP program with perks like free expedited shipping and early access to sales
Having worked in customer service myself, I know how rare it is for a company to offer this level of flexibility and convenience. It‘s not just about making a sale – it‘s about building trust and lifelong relationships with customers.
A Culture of Happiness and Giving Back
In addition to its dedication to customers, Zappos is known for fostering an incredibly positive company culture. The organization operates on a set of 10 core values that emphasize things like embracing change, being humble, and delivering wow through service.
Zappos invests heavily in employee development and wellbeing, offering unique perks like:
- Extensive onboarding and training programs
- Free lunches and snacks
- Nap rooms and on-site fitness center
- "Recharge" days for mental health breaks
- 40% employee discount on all merchandise
Zappos also believes in giving back to the community. In 2013, the company launched Zappos for Good, which partners with charitable organizations to donate shoes, clothing, and other essentials to people in need. To date, Zappos has given over $6 million in monetary and in-kind donations.
Transparency is another key part of Zappos‘ ethos. Through the Zappos Insights program, the company offers tours of its headquarters, Q&A sessions with executives, and workshops on topics like customer service and company culture. The idea is that by sharing its best practices, Zappos can help other organizations succeed while also learning and growing itself.
Innovating to Serve All Shoppers
Over the years, Zappos has expanded its offerings beyond shoes to meet the diverse needs of its customer base. Some notable initiatives include:
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Zappos Adaptive: Launched in 2017, this line features clothing and shoes designed for people with disabilities or special needs. Products include items with easy-on/off closures, sensory-friendly fabrics, and orthotic-friendly options.
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Running Speciality Store: To better serve athletes, Zappos opened a dedicated online store for running shoes and gear in 2021. The site offers expert advice, fit guides, and product recommendations for different types of runners.
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Vegan Shop: Zappos has made it easier than ever for shoppers to find animal-free footwear by creating a curated collection of vegan-friendly shoes. The company also works with brands to develop more sustainable and ethical options.
These are just a few examples of how Zappos is constantly evolving to meet the changing needs and values of consumers. By staying ahead of the curve and prioritizing inclusivity, Zappos has positioned itself as a leader in the footwear industry.
The Proof is in the Purchases
As a discerning shoe shopper, I can confidently say that Zappos is unmatched when it comes to selection, price, convenience, and service. I‘ve purchased countless pairs of shoes from the site over the years, and I‘m always impressed by the speed and ease of the process.
One of my favorite aspects of shopping on Zappos is the detailed product information provided. I can easily see all available colors for a particular shoe, zoom in on small details, and read reviews from other customers. The reviews are especially helpful for gauging things like sizing and comfort since I can‘t try the shoes on in person.
Zappos‘ return policy also gives me peace of mind. If a shoe doesn‘t fit or live up to my expectations, I know I can return or exchange it with no hassle. And thanks to the free shipping both ways, I‘m not out any money for giving something a try.
It‘s these little touches that add up to make a big difference for selective shoppers like myself. I may be particular about my footwear, but Zappos makes the shopping experience painless and even enjoyable. That‘s why I keep coming back year after year, and why I recommend the site to anyone who will listen!
The Future of Zappos
As Zappos enters its third decade, the company shows no signs of slowing down. In fact, Zappos is well-positioned to capitalize on some of the biggest trends shaping retail today, including:
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Personalization: With its robust customer data and AI capabilities, Zappos can deliver highly targeted product recommendations and marketing messages. Expect to see even more personalized content and offers in the future.
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Social Responsibility: Consumers are increasingly looking to support brands that align with their values. Zappos has a strong foundation in corporate citizenship and is likely to expand its ethical and eco-friendly offerings in the coming years.
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Omnichannel Integration: While Zappos doesn‘t operate any permanent brick-and-mortar stores, the company has experimented with pop-up shops and partnerships with physical retailers. Don‘t be surprised if Zappos finds more ways to bridge the online and offline worlds to create seamless shopping experiences.
Regardless of what the future holds, one thing is certain: Zappos will continue to innovate and adapt to serve its customers in the best way possible. As CEO Tony Hsieh put it, "At Zappos, we view culture as our #1 priority. We believe that if we get the culture right, most of the other stuff, like great customer service or building a great long-term brand will happen naturally."
With that kind of dedication and vision, it‘s no wonder Zappos has become the ultimate destination for shoe lovers everywhere. As a loyal customer and industry expert, I can‘t wait to see what this revolutionary company does next.
