Share this content:

When entered the online retail landscape a decade ago, there were still many people who thought you couldn't sell shoes online because consumers generally want to try them on first. This didn't deter founder Nick Swinmurn, who proceeded to launch the world's largest online shoe store even after he was turned away by numerous venture capitalists for funding.

Once Zappos started to gain momentum – sales reached $1.6 million in 2001 – executives realized that it had to go beyond being the biggest online retailer. “The original idea was to have the most shoes online but, over the next few years that morphed into offering the very best customer service,” says Fred Mossler, who has been with the company since the beginning and oversees business development, training, customer loyalty and content.

Zappos pioneered many customer-oriented services in online shoe shopping, including free shipping, free return shipping and shooting every product in every color as well as at multiple angles. For its efforts, Zappos ended up on Fortune's list of best companies to work for in 2009.

Zappos, acquired by Amazon this summer, is setting its sights on expanding that formula into other categories, such as apparel and accessories.


Next Article in Marketing Strategy

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above