Zappos_CS.pdfVIP

Z fki logistex case studies series ©2007 FKI Logistex. All rights reserved. w w w . f k i l o g i s t e x . c o m fki logistex “wows” Z with New Automated order fulfillment center High-speed material handling system helps Internet shoe and apparel retailer offer customers fast shipping and a superior online shopping experience Nick Swinmurn was walking around a mall Zappos operates on the principle that if in San Francisco in 1999, looking for a pair you focus on providing a great shopping of shoes. After an hour going from store to experience instead of maximizing profits, store, he finally went home empty-handed sales growth will follow. And it’s paying off, and frustrated. with the Sequoia Capital-supported company Eight years and more than a billion dollars recording $597 million in gross merchandise in sales later, Swinmurn’s online retailer sales in 2006. Z () boasts the The company’s “wow” philosophy of service largest selection of shoes anywhere — online and selection includes 365-day free returns, or offline. And Zappos is not stopping there. 24/7 customer service, 110-percent price The self-proclaimed “service company that protection, and unheard-of free overnight just happens to sell shoes” has expanded to shipping on every order. The Zappos bags, apparel, and accessories, and has plans shopping experience also features extensive to eventually sell “anything and everything.”