Zappos’ Customer Approach.

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Zappos’ Customer ApproachModule Code:Date: 7/24/2016Student Name:Student Number:7/24/2016
ContentsABSTRACT:...............................................................................................................................................3Has Zappos’ emphasis on customer satisfaction contributed to its profitability? Explain...........................3Has Zappos developed long-term customer relationships that provide a competitive advantage in thepurchase of shoes and other products? Explain...........................................................................................3Expansion of the company’s product portfolio............................................................................................4SUGGESTIONS:.........................................................................................................................................5CONCLUSION:..........................................................................................................................................5REFERENCES:...........................................................................................................................................62
ABSTRACT:Zappos is an online place for shoes mainly. Headquartered in Las Vegas, Nevada, it sells cloths,bags, home products and accessories also. Zappos is known for its unique marketing strategiesand corporate structure. Marketing strategies are customer focused. Customer satisfaction is theunique selling proposition for Zappos. Its success depends mainly on maintaining long termrelationship with customers.Has Zappos’ emphasis on customer satisfaction contributed to its profitability? ExplainExcellent service to the customers is the forte of Zappos. Zappos has developed a reputation byproviding the best experience for their customers. Excellent customer services are the valuesadd-on which keep customers returning to the Zappos. It cannot be denied that customersatisfaction is the most prominent reason for the success story of Zappos. They have many repeatcustomers. Zappos goes to the extent of excellent services that it does not remain as profitablefor them as it could be. But this gives Zappos loyal customers who keep benefitting it. A happycustomer is a top most priority for Zappos. It bypasses profits also. Eventually it will have to finda way to make profits.(Phillips, 2014)Has Zappos developed long-term customer relationships that provide a competitive advantage inthe purchase of shoes and other products? Explain.Zappos has developed long term relationship with customers by working hard. They makecustomers feel special by going out of their way. This put them ahead of their counterparts. Butthey also have to struggle sometimes. Once an ad campaign was not received properly andsmudged the brand image. Security breach in 2012 also affected its image. Customers are very3
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