“I’m not a shoe person at all. I used to wear one pair of shoes for two years until there were holes in it and it was falling apart and then buy another pair.”
“60 Minutes” just ran a profile of Hsieh and his company, Zappos, which, ironically enough, sells shoes, and which, amazingly enough, has been a runaway success because of great customer service, including free shipping for orders and returns, and a no-catches full one-year return policy.
Crazy right? Good customer service makes for good, loyal customers who will come back again and again. What a novel approach for running a business.