Tony Hsieh of Zappos talked about Delivering Happiness to customers at ISPA’s closing general session In Las Vegas on Wednesday morning. Hsieh says every Zappos employee lives the brand – Zappos invests in the customer experience and lets the customers do the company’s marketing.
When I toured the Zappos headquarters in April 2010, I discovered some interesting factoids…”Zappos” is derived from “zapatos” (it translates to shoes in Spanish); employees walk 8 to 12 miles a day picking stock from static racks; 1 out of 60 UPS shipments is a Zappos item; $128 is the average spend per order; 35-40,000 orders are placed per day on average; 75% customers are repeat! In 2008 Zappos reached $1 billion in gross merchandise sales for the first time… and despite the economic downturn, Zappos is still growing… And what was Hsieh’s first business? It all started out with a little pizza company.
I spoke with Hsieh immediately before his keynote. Take a listen:
