These days, online retailers are a dime a dozen. But in less than ten years, Zappos.com has

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These days, online retailers are a dime a dozen. But in less than ten years, Zappos.com has become a billion-dollar company.

How did it hit the dot-com jackpot? By providing some of the best service available anywhere. Zappos customers are showered with such perks as free shipping both ways, surprise upgrade to overnight service, a 365-day return policy, and a call centre that is always open.

Customers are also delighted by employees who are empowered to spontaneously hand out rewards based on unique following of repeat customers.

After viewing the video featuring Zappo.com, answer the following questions.

what is the relationship between how Zappos.com treats its employees and how it treats its customers?

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Marketing An Introduction

ISBN: 978-0133581584

5th Canadian edition

Authors: Philip Kotler, Valerie Trifts, Lilly Gary Armstrong

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Question Posted: Jan 02, 2017 07:14 AM

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These days, online retailers are a dime a dozen. But in less than ten years, Zappos.com has

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Marketing An Introduction

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