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Product Journeys: Zappos
Rocketship.fm
Zappos's Onboarding Strategy
Zappos focus on repeat customers verse custom requisition. The philosophy is that it would be less expensive in the long run to focus on retention and word of mouth tising than spending to constantly acquire new customers for a business with low retension. Here's tony on the onboarding strategy from an interview with the wall street journal. Now, zampos doesn't just say, let's give great customers service. No, tony made sure that they live to this tenant every day, making it a focus of the company no matter what role you are hired to do.
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