Jeff Bezos and Amazon were such big admirers of their culture, operating model and dedication to customer experience, they acquired the business for $1.2bn. Today they are worth billions of dollars, and have become one of the most recognizable brands in the world.īy 2009 Zappos had grown revenue to over $1 billion in gross merchandise sales. It may be hard to believe that an upstart company purchasing shoes from brick and mortar stores, and then turning around to sell them online, has become a mainstay in online retail. Back in 1999, Tony Hsieh and a small team of internet entrepreneurs had the vision to deliver happiness to customers and provide the very best customer service. Zappos has built a brand powered by customer experience.
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