“About 75 percent of our orders are from repeat customers. We’ve grown from zero to $1 billion in gross sales in 9.5 years. The No. 1 driver has been from repeat customers and word of mouth. It lets us spend less on customer acquisition,” says Zappos.com CEO Tony Hsieh in this interview.
The company, which is almost a decade old, centers on giving the “WOW” customer service. Hsieh shares that the company tries to be open and honest because “it ends up creating more trust with our customers, employees and partners.”
Read the full-length interview.
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