Zappos.com was started in 1999 with a clear goal to bring the best shoes and product to customers. After a failed search for shoes at the mall and a failed search on the web for the right shoes the founder Nick Swinmurm created Zappos.com (About Zappos, 2017).
The mission at Zappos is to provide the best customer service possible (Zappos Company Culture, 2001) . Zappos vision is the one day 30% of all retail in the US will be online, and people will buy from the company that has the best service and the best selection.
Zappos.com we be that store (About Zappos, 2017). An example of the great customer service that is provided is seen in the actions of customer service rep Jacqui Gonzales.
She sends gift baskets and thank you cards to people whose problems and complaints were solved. She once spent an hour and half with a https://www.solvedcollegepapers.com/product/ol-215-ol215-ol-215-fi3
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