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-- well we thought that we we get off on the right foot today.
Heading out west through the all things.
CEO of online -- retailer zappos Shibani Joshi is live in Rancho palace where is California -- -- Outlook for -- -- -- this company needs no introduction in this company.
Has a relentless focus on customer service even in these trying economic times.
The company was also so attracted it was purchased by Amazon back in 2009.
For one point two billion dollars of course I'm talking about zappos.com.
And I'm happy to be joined by the founder and CEO of the company.
Tony CAA we're happy to having here today Tony thanks for having.
So -- -- this news making conference everybody that is -- one is here at all things digital.
Zappos certainly making a big foot mark and -- footprints in the e-commerce -- The -- -- that you have done exceptionally well you have a relentless focus on customer service.
But during these trying times customer service is often the first thing that gets thrown out the window why is that so important to your company and to -- online shopping -- Variance is it's really just a long term strategy for us that we actually continue to -- -- -- here in the last two or three years.
But despite the down economy and a lot of people ask us what have we done differently and it's not actually anything we do differently during the last two or three years is about investment -- -- -- customer service and customer experience.
In all the time leading up to that in any given -- about 75% of our.
Customers are friendly -- customers and -- continue be loyal to us because of things like.
Free shipping both ways so a lot of customers to order.
Ten different pairs of shoes for example and try them on in the comfort of their living room with ten different outfits and -- back the ones that don't like -- don't -- -- we pay for that she -- back themselves.
They tell their friends and family about that and our 365 there -- term policy and now -- -- we've actually made a big question of clothing the end.
And so those customers are -- start.
-- close -- -- that is all great on the customers cited things that for you we're seeing an environment where gas prices are rising shipping costs as a moving higher.
Two -- shipping in this sort of free and a exchange policy.
Can start to eat into your margins how are you -- your bottom lines impact in what is it doing overall to your cost picture well for us we've.
Pat had a great relationship with UPS over the years and they've been great partners and it actually hasn't impacted -- are constantly.
Significantly and and a lot of that is also because.
For us shipping was always expensive we would do a surprise -- overnight shipping for example for.
Most of our loyal repeat customers and the way we think about those increased costs are.
The really marketing costs and but what we get in return as we don't have to spend a lot of money marking fact most of the money.
We would have normally spent on paid advertisement paid -- we spent on shipping and our call -- to improve the customer experience and.
We have just ten seconds before we go what sort of the next big horizon -- -- is going to move until we announced we're taking over in Las Vegas city hall and -- -- revitalizing downtown Las Vegas it's a pretty exciting project for re working in community revitalization as.
-- -- right thank you Tony.
We've got a lot of great guests lined up today were just talking to Tony we're gonna be -- speaking to you.
The head of -- -- Talking to other executives that are making news and breaking headlines in announcing new products here at all things did it also states -- -- Fox Business throughout the day all right so Bonnie thank you very much we'll see you very soon of course we're going to be out there all -- -- shipments.
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