Specially like the ceo’s outlook, if you get the culture right everything else follows!
So what is different about Zappos?
* The company provides free shipping both ways
* Zappos has a 365 day return policy
* Only products available in the warehouse are placed on the site
* The warehouse is open 24 hours a day
* The company is contactable 24 hours a day, 7 days a week
* The 1800 contact number is prominently placed on every page of the site
* The company trusts in its reps; sales staff don’t have scripts
* If products are unavailable, sales staff direct customers to competitors
Zappos CEO Talks Culture Fit and the Importance of Creating a ‘Wow’ Experience – ReadWriteWeb.