Article

Top 100: 11. Zappos

June 15, 2010

"At Zappos.com, Customer Service Is Everything. In Fact, It’s The Entire Company."

Known primarily as an online shoe retailer, Zappos clearly has its heart in the right place with its customer experience-focused motto. And a successful 2008, the addition of clothing to its virtual stock and a second place
finish in the Annual NRF Customer Service Survey have given the retailer such a sheen that Donald Trump used the brand and its founder for a challenge in a recent edition of the television show "Celebrity Apprentice." Growing from a $70 million company to a $1 billion business in just five years, Zappos has successfully retained customers by offering free shipping and returns on all of its products and 365-day returns.

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