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Zappos.com: Powered by More than Service
By: Cindy Wendland
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Zappos offers a satisfying shopping experience, a culture that is different, and a product that is continually evolving.

Treating customers as VIPs immediately elevates the shopping experience. Typing in the “secret” web address of vip.zappos.com gets you free next business day shipping. (The regular site gets you free regular shipping.)

The culture of Zappos is built in to their website. The family core values are displayed when you scroll down. In the About Us section, all 10 core values are listed, and Zappos make it clear that the core values are just as important to their brand as their culture. In fact, one can’t exist without the other.

The first value is to Deliver WOW Through Service. That is embedded in their logo — powered by service. This time of year at the holidays, their delivery guarantee is impressive — order by 4pm PST on December 23 for delivery before Christmas. Right before Christmas! Have the scissors, tape and wrapping paper at the ready!

Behind the scenes at Zappos is Zappos Labs. Here you can see some experiments and projects that are being tested. You can sign up to be a tester, and you can offer your input. All of this creates more loyalty for the Zappos brand. When there are so many online options for making your purchase, Zappos' power continues to stand out from the rest.

   

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About the Author
Cindy Wendland has a background in marketing and finance. She is the creative director for an online men's health magazine, BrainBrawnBody.com, and she gets to write their leisure/travel blog. She is also a web designer helping her clients with online community engagement, websitesbywendland.com. Prior to her web years, she worked in pharmacy consulting.
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