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	<title>Locker Partner &#187; Mappos</title>
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		<title>Walk Hard: The Zappos Story</title>
		<link>http://lockerpartner.com/2009/11/walk-hard-the-zappos-story/</link>
		<comments>http://lockerpartner.com/2009/11/walk-hard-the-zappos-story/#comments</comments>
		<pubDate>Tue, 03 Nov 2009 06:04:31 +0000</pubDate>
		<dc:creator>Jason Harper</dc:creator>
				<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Amazon]]></category>
		<category><![CDATA[Dewey Cox]]></category>
		<category><![CDATA[Mappos]]></category>
		<category><![CDATA[Tony Hsieh]]></category>
		<category><![CDATA[Zappos]]></category>

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		<description><![CDATA[We took an interest in Amazon&#8217;s purchase of Zappos back in July, when the deal was announced as a possibility. After all, fly kicks and sophisticated reading material are the two things one must have in place before posting up at the local coffee shop.
In all seriousness, though, $900 million &#8212; the pricetag three months [...]]]></description>
			<content:encoded><![CDATA[<div class="tweetmeme_button" style="float: right; margin-left: 10px;"><a href="http://api.tweetmeme.com/share?url=http%3A%2F%2Flockerpartner.com%2F2009%2F11%2Fwalk-hard-the-zappos-story%2F"><img src="http://api.tweetmeme.com/imagebutton.gif?url=http%3A%2F%2Flockerpartner.com%2F2009%2F11%2Fwalk-hard-the-zappos-story%2F" height="61" width="51" /></a></div><p><img class="aligncenter size-thumbnail wp-image-517" title="gringoboot" src="http://lockerpartner.com/wp-content/uploads/2009/11/gringoboot-150x150.jpg" alt="gringoboot" width="150" height="150" />We took an interest in Amazon&#8217;s purchase of Zappos back in <a href="http://lockerpartner.com/2009/07/the-precise-value-of-customer-service/">July</a>, when the deal was announced as a possibility. After all, <a href="http://www.zappos.com/search/chuck+taylor/sort/productPopularity/asc">fly kicks</a> and <a href="http://www.amazon.com/Original-Laura-Vladimir-Nabokov/dp/0307271897/ref=sr_1_1?ie=UTF8&amp;s=books&amp;qid=1257225456&amp;sr=8-1">sophisticated reading material</a> are the two things one <em>must</em> have in place before posting up at the local coffee shop.</p>
<p>In all seriousness, though, $900 million &#8212; the pricetag three months ago &#8212; was mindblowing. But when Amazon <a href="http://phx.corporate-ir.net/phoenix.zhtml?c=176060&amp;p=irol-newsArticle&amp;ID=1349415&amp;highlight=">announced yesterday</a> that the retail giant would buy the shoe/clothing giant for a wh-wh-whopping $1.2 billion, we about jumped out of our Chucks.</p>
<p>But when you look at what Zappos offers in terms of superior customer service and innovative use of social media, you get the picture of one smart &#8212; and lucrative &#8212; company.</p>
<p><strong>Customer Service:</strong> Zappos&#8217; free shipping and free, 365-day return policy are already well known, not to mention <a href="http://www.sitepoint.com/blogs/2009/03/30/how-zappos-does-customer-service-and-company-culture/">all the other</a> little things Zappo&#8217;s does to give its customers all the satisfaction of being in a really, really good shoe store without leaving home.</p>
<p><img class="aligncenter size-medium wp-image-516" title="tonyhsieh" src="http://lockerpartner.com/wp-content/uploads/2009/11/tonyhsieh-300x153.jpg" alt="tonyhsieh" width="300" height="153" /><strong>Social Media:</strong> As an extension of its service-oriented (versus price-oriented) approach to sales, Zappos has embraced social media. CEO <a href="http://twitter.com/zappos">Tony Hsieh</a> is a savvy Twitterer, promoting company community-building with its customer base. His tweet sharing the memo that went to his employees about the Amazon deal is a perfect demonstration of transparency&#8217;s value to ongoing brand development.</p>
<p>Zappos also interacts with customers through its <a href="http://blogs.zappos.com/blogs">blog</a>, providing content that&#8217;s fun to keep up with even outside of the activity of shopping for shoes, such as this completely random Lady Gaga <a href="http://blogs.zappos.com/blogs/zappos-tv/2009/10/08/zappos-interview-with-lady-gaga">&#8220;interview.&#8221;</a></p>
<p>On the more high-tech end of things, have you checked out <strong>Mappos</strong>? Now this really is amazing. It&#8217;s essentially a map of the US that, once <a href="http://www.zappos.com/map/">you bring up the page</a>, shows instantaneously what people across the country are ordering, and where. It&#8217;s hypnotic, watching people shop online in real time: <em>&#8220;Oh, someone in Evansville, IN, just bought a pair of Addidas Sambas&#8221;&#8230;&#8221;Oh, someone in southeastern Washington just bought Beatle boots&#8221;&#8230;</em> and so forth. It&#8217;s great if you&#8217;re looking for fashion ideas; click on a shoe that pops up, and it takes you straight to where you can buy a pair for yourself. And the interactive rating system absolutely rakes in up-to-the-minute customer feedback.</p>
<p>Zappos, darn it, you earned that $1.2 billion payday. That&#8217;s what we call <em>walkin&#8217; hard</em>.</p>
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