How to Reach a Billion in Sales - Tips from Zappos CEO Tony Hsieh (Pt 3)

There are four key factors that Zappos’ CEO Tony Hsieh believes is behind much of the success of the brand, and they’re points that all business owners can implement into their company, not just retailers. 1-Zappos has a clear vision – and it has nothing to do with shoes. Their goal is to provide the best customer service in the world and their deceptively simple motto “Powered by Service” has fueled their growth. Zappos now sells a variety of accessories and electronics. According to Tony, people may very well forget that Zappos was once just an online shoe retailer.  2-They create repeat customers. This is a direct outcome of number one. Create a great customer experience and they’ll likely keep coming back for more. 3-Their key metrics all revolve around repeat business. And they reward repeat customers with “wow” experiences, like surprise 8hr deliveries. 4-Their business is transparent. Tony Hsieh has embraced social media like no other CEO, sharing much of his personal and business life in his frequent posts on Twitter. Vendors have access to Zappos’ internal data. As Tony stated in his presentation, transparency is happening with Web 2.0, whether you like it or not, so why not embrace it? While many factors contributed to Zappos being the billion dollar company it is today, it’s safe to say customer service was the main driver. Don't forget to check out part one and part two of my blogs on Zappos and CEO Tony Hsieh.