1. Zappos Case Study Alfred Lin – COO/CFO [email_address] Follow me on Twitter: twitter.com/ zappos_alfred UNLV – Formulating Business Strategies Class April 30, 2009
8. Repeat customers order more and more often… % customers who buy again within next 12 months (repeat customers) avg # purchases by repeat customers over next 12 months % repeat customers multiplied by avg # purchases March 2001 20.4% 1.50 0.31 March 2002 27.0% 1.74 0.47 March 2003 33.5% 1.96 0.66 March 2004 44.6% 2.36 1.05 March 2005 51.0% 2.53 1.29 March 2006 51.3% 2.66 1.37 March 2007 54.3% 2.67 1.45 March 2008 54.2% 2.69 1.46
9. Zappos is about the 3 C’s: C lothing, C ustomer Service, C ulture C ustomer Service C lothing C ulture