ZAPPOS
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P S Z AP O P Z S P O S ZA PP O A P Z S P P O A P Z
Zappos is an website that has not only shoes, but clothing, accessories, and more. Zappos also has free shipping, free returns (up to a year), 24/7 customer service, and MOST IMPORTANTLY HAPPINESS. WHY IS THIS A PROBLEM? Although Zappos has a ton of great products to buy and GREAT CUSTOMER SERVICE, people are just not connecting to their brand. Zappos brand is inconsistant and confusing. Zappos is a customer driven company but can’t seem to show it correctly.
Here is the way Zappos looks today. It’s not fun, custom or exciting. It is broken up into catagories but there are just too many catagories which makes the site overwhelming. If the site was just a little easier to navigate, more custom and just visually appealing...
WHO ARE WE? WHO AREN’T WE? Hi! We are Zappos! An online retailer that used to just specialize in shoes, but we have expanded to better FIT YOUR NEEDS. Now we carry clothes, accessories, jewelry, and beauty products. We think you are very important and only deserve the best, which is only what we carry. Let us help you be the best (AND MOST FASHIONABLE YOU) there is. OUR MISSION, WHAT MAKES US, WELL, US. We simply want to provide with the best customer service as possible.
BEFORE WE GET INTO THE NEW ZAPPOS, WE WANT TO SHOW YOU THAT ZAPPOS IS NOT JUST AN ONLINE RETAILER, BUT ALSO YOUR VERY OWN PERSONAL STYLIST.
OUR BRAND JOURNEY To be as HELPFUL AND CARING as possible while giving customers a great experience as well as items to purchase. BRAND PERSONALITY. Zappos is an website that has not only shoes, but clothing, accessories, and more. When your shopping with Zappos, you are SHOPPING WITH A FRIEND, not a website.
If Zappos was person they would be RACHEL ZOE!
AS RACHEL WE WOULD... While being RACHEL ZOE, we would dream of an organized and large closet, filled with fab clothing. What are we most afraid of? CLUTTER, messes, & BAD STYLE! Besides Mrs. Zoe our other heroes would be Stacy London, Clinton Kelly and Oliva Palermo.
PERSONAL MOTTO?
“I don’t believe in changing my style because something’s a trend, ... People are mislead: They think because its a trend, they should do it. And its not going to work.” Rachel Zoe
ZAPP Say hello to the new
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OUR BRAND MINDSPACE HERE IS WHAT WE ARE ABOUT, IN EVERY KIND OF WAY. BASICALLY WE WANT YOU TO FEEL HAPPY NO MATTER WHAT!
CART
FUNCTIONAL
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To provide people with a simple and easy to use website.
SOCIAL People will feel easy and better when they shop with Zappos.com.
BRAND MIND SPACE SPIRITUAL Customers feel happy and like they are doing something good with Zappos.com.
MENTAL People are peaceful and Zappos helps them make the purcase easy.
HERE IS THE BRAND!
ZAPPOS ZAPPOS .com
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ZO .com
Hi! I’m Zappos. I like shoes, clothing, helping people, oh, and bein you hang out with me? Thanks I knew I liked you. LOGOS
Hey! I’m ZO! Some people don’t think style is important, if your
ARCHER ARCHER ITALIC
TYPEFACES
COLOR PALLETE
ZAPPOS CEO ZAPPOS.COM 2280 Corporate Circle, Henderson, NV 89074
ENVELOPES
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CEO ZAPPOS.COM O:(702) 943-7777 ex: 7895 // H: (702) 943-5502 E:delhap@zappos.com
OCTOBER 23, 2011 RAIN BOOTS ZAPPOS.COM DEAR MISS ELLEN, Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam, nisi ut aliquid ex ea commodi consequatur? Quis autem vel eum iure reprehenderit qui in ea voluptate velit esse quam nihil molestiae consequatur, vel illum qui dolorem eum fugiat quo voluptas nulla pariatur? Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem.
SINCERELY, Tony Hsieh
LETTERHEAD
ZAPPOS
CEO ZAPPOS.COM
O:(702) 943-7777 ex: 7895 // H: (702) 943-5502 E:delhap@zappos.com
BUSIINESS CARDS
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CLOTHING TAGS
IT D N SPE E. C A PL E N O ALL
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IT D N SPE E. C A PL E N O
IN IN ALL ALL
GIFT CARDS & HOLDERS
IT D N SPE E. C A PL E N O ALL
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SCAN FOR PRICES AND WAYS TO STYLE YOURSELF WITH THESE ACCESSORIES!
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MAILER
JUST SOME THINGS WE THOUGHT YOU WOULD LIKE! b
YOU CAN FIND EVERYTHING ON THIS MAILER ZAPPOS.COM
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T E TH A P O H WE everthing ! IGHT R T S FIT JU
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Hi Grace! As always we have free returns for up to 365 days (that one whole year)! If that doesn’t work for you we would be happy to chat via phone anytime (literally). Let us know what we can do to hel p! Best, Zappos.com
MAILER
YOUR WISHLI ST Hi Grace, We have noticed that you left a few things in your shopping cart! Don’t worry we have added them to your wish list to make sure that you don’t forget those items that you have carefully collected. Let us know if we can help in anyway.
ITEM
COLORS
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KENZIE FLATS
MUSTARD7
KORS LEATHER BOMBER JACKET
BROWNS
FREE PEOPLE TOTE
RED
SEQUIN DRESS
MULTI4
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ONE
TY
PRICE
1$
29.50
1
$230.00
1
$44.00
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$75.50
LOG IN TO YOUR ONLINE ACCOUNT AT ZAPPO S.COM TO ORDER FR OM YOUR WISHLIS T.
ZAPPOS.COM
ME, N TTY E E P R O P E AR E R IDE! E S H N T I S THING
TISSUE PAPER
ZAPPOS
GRACE ELLEN 1642 Tennessee, Lawrence, KS 66044
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PACKAGE
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ZAPPOS
2280 Corporate Circle, Henderson, NV 89074
FROM: ZAPPO’S.COM
Delivering Happiness.
YOUR WISHLIST Hi Grace, Below is a list of everything that should be in your package. Let us know if we forgot something or gave you the wrong thing! As always we are available to you 24/7.
ITEM
COLOR
RALPH LAUREN
GRAY
SIZE
QTY
PRICE
ONE
1
$30.00
SCARF
MERCHANDISE:
$30.00
SHIPPING:
FREE
TAX:
$2.46
HAPPINESS:
$32.46
LOG INTO YOUR ONLINE ACCOUNT AT ZAPPOS.COM TO VIEW THIS ORDER.
RECEIPT
EMPLOYEE SHIRTS
DON’T L
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ADVERTISEMENT
, T E S O L C E R A M T H G I . N O TO A
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FAST & FREE SHIPPING
BOTH WAYS
ZAPPOS
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ORDER PLACED
ORDER SHIPPED
We have received your order and are currently processing it.
Your order has shipped. Track your order..
Hi Grace, Thanks for your order (HD7087008988) from Zappo’s! Happiness should be coming to you very soon. The following items are in your order.
ORDER NUMBER: HD09787987
SHIPPING ADDRESS
BILLING ADDRESS
ORDER DATE: 12/12/11
GRACE ELLEN 1642 Tennessee, Lawrence, KS 66044 US
GRACE ELLEN 1642 Tennessee, Lawrence, KS 66044 US
SHIPPING METHOD: THE BEST WAY FREE!
THE FOLLOWING ITEMS HAVE BEEN SHIPPED FOR HAPPINESS: ITEM
RALPH LAUREN SCARF
COLOR
SIZE
GRAY
ONE
MERCHANDISE: SHIPPING: TAX:
HAPPINESS:
TRACKER
QTY
1
PRICE
$30.00
$30.00 FREE $2.46
$32.46
SHOPPING CART
ZAPPOS NEW ARRIVALS
SHOP ALL
SHOES
CLOTHING
BAGS
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WOMEN
MEN
search zappos by keyword or item #
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SIGN IN/REGISTER HERE Create an account to save your cart, wish list and whatever else you like!
TOP FALL/WINTER
BEST BUYS UNDER $100
YOU’RE A SHOE IN!
SAY HELLO TO YOUR EMAIL:
ZO!
Walk the walk, for every situation.
PASSWORD:
LOOK BOOK > HOLIDAY PARTIES > WORK WEAR > WEEKEND GET AWAY > CITY LIVING
CHECK OUT
BIRTHDAY:
ZIP CODE: LET’S GET STARTED
EDITOR PICKS
GENDER:
The Office
Female
Male
Send me updates and personalized recommendations just for you!
FEATURED PICKS
JUST IN
The Weekend
REGISTER Already a member? Sign In!
ZO .com
Shopping with Friends
FREE SHIPPING
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
OPENING WEB PAGE
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
SHOPPING CART
ZAPPOS
TOP FALL/WINTER
BEST BUYS UNDER $100
LOOK BOOK > HOLIDAY PARTIES > WORK WEAR > WEEKEND GET AWAY > CITY LIVING
NEW ARRIVALS
SHOP ALL
SHOES
CLOTHING
BAGS
BRAND INDEX
ABCDEFGHIJKLMNOPQRSTUVWXYZ
WOMEN
.com
MEN
search zappos by keyword or item #
CHECK OUT
My Account/Sign In
SALE LETS GO!
YOU’RE A SHOE IN!
SAY HELLO TO
ZO!
Walk the walk, for every situation.
LET’S GET STARTED
The Office
EDITOR PICKS
FEATURED PICKS
JUST IN
The Weekend
ZO .com
Shopping with Friends
FREE SHIPPING
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
WEB PAGE
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
SHOPPING CART
ZAPPOS NEW ARRIVALS
SHOP ALL
SHOES
CLOTHING
BAGS
BRAND INDEX
ABCDEFGHIJKLMNOPQRSTUVWXYZ
WOMEN
.com
CHECK OUT
My Account/Sign In
MEN
search zappos by keyword or item #
SALE LETS GO!
READY, SET
TOP FALL/WINTER
ZO!
BEST BUYS UNDER $100
LOOK BOOK > HOLIDAY PARTIES > WORK WEAR > WEEKEND GET AWAY > CITY LIVING
You chose bags, lets see what style you are!
EDITOR PICKS
FEATURED PICKS
GO!
JUST IN
ZO .com
FREE SHIPPING
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
WEB PAGE
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
SHOPPING CART
ZAPPOS NEW ARRIVALS
SHOP ALL
SHOES
CLOTHING
BAGS
BRAND INDEX
ABCDEFGHIJKLMNOPQRSTUVWXYZ
WOMEN
.com
MEN
search zappos by keyword or item #
CHECK OUT
My Account/Sign In
SALE LETS GO!
TOP FALL/WINTER
BEST BUYS UNDER $100
LOOK BOOK > HOLIDAY PARTIES Bags
> WORK WEAR
Clothes
> WEEKEND GET AWAY
Accessories
> CITY LIVING
Shoes
EDITOR PICKS
FEATURED PICKS
JUST IN
ZO .com
FREE SHIPPING
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
SHOPPING CART
ZAPPOS
TOP FALL/WINTER
NEW ARRIVALS
SHOP ALL
BRAND INDEX
ABCDEFGHIJKLMNOPQRSTUVWXYZ
A
SHOES
CLOTHING
BAGS
.com
WOMEN
B
MEN
CHECK OUT
My Account/Sign In
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search zappos by keyword or item #
C
NOT YOUR STYLE AT ALL?
BEST BUYS UNDER $100
No problem. Select an outfit below that better suits you!
LOOK BOOK > HOLIDAY PARTIES > WORK WEAR > WEEKEND GET AWAY > CITY LIVING Sweet and Soft
EDITOR PICKS
FEATURED PICKS
JUST IN
Cute and Laid Back
ZO .com
1/20
Preppy and Tailored
It’s finally that holiday party you have been waiting for – what look would you wear?
FREE SHIPPING
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
WEB PAGE
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
SHOPPING CART
ZAPPOS NEW ARRIVALS
SHOP ALL
BRAND INDEX
ABCDEFGHIJKLMNOPQRSTUVWXYZ
SHOES
CLOTHING
BAGS
.com
WOMEN
My Account/Sign In
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SALE LETS GO!
search zappos by keyword or item #
Ben Sherman Shirt
TOP FALL/WINTER
$78.50 | Item # 83750 You'll be sure to pass your performance review with this performance tested oxford shirt from Ben Sherman.
BEST BUYS UNDER $100
LOOK BOOK > HOLIDAY PARTIES
CHECK OUT
LET’S GO TOGETHER! Here are a few things we thought you might need.
Cotton blend fabric features stain-resistant and stain-releasing properties.
> WORK WEAR > WEEKEND GET AWAY
Button-down collar and front uses polished pearl buttons.
> CITY LIVING
EDITOR PICKS
Laptop Bag
Left chest pocket.
small
FEATURED PICKS
blue
JUST IN
SIZE CHARTS
Smart Watch
CHOSEN COLOR: blue
ZO
1
.com
add to bag
zoom
FREE SHIPPING
QUANITY
FREE RETURNS
FREE 365 DAY RETURNS
24/7 CUSTOMER SERVICE
WEB PAGE
After Hours Hat
HAPPINESS
POLICY
FREQUENTELY ASKED QUESTIONS
Zappos
SEARCH BY .
WELCOME TO
.
ALL<OUTERWEAR<JACKETS Michael Kors Jacket $150.50 | Item # 83750
small yellow CHOSEN COLOR: yellow
1
QUANITY
add to bag
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