eTail Europe In The News

ZAPPOS (USA)

Three-Year Growth: 948%
2007 Sales Growth: 40%

Zappos.com became USA’s leading online shoe retailer over the past 8 years. They are renown for their customer service fostering customer loyalty and their revenues grew from $1.6 million in ’00 to $597 in ’06 and $840 million in ’07 and they expect to top $1 billion in ’08. In August of ’07, Zappos reached a new milestone; 6 million paying customers.

Tony Hsieh, Zappos CEO says ¾ of shoppers who make a purchase each day on Zappos.com are repeat customers. “We continue to grow sales in all of our categories, especially our non-footwear categories of apparel, handbags, sunglasses, watches and other accessories, which are growing even faster than footwear.”

The company spent most of 2007 diversifying its operations and acquired 6pm.com, a specialty shoes site from eBags.com (another eTail Europe Keynote Speaker) last August. Zappos also launched a Canadian website and four outlet stores. “We expanded our outlet stores to four stores in Las Vegas and Louisville,” says Hsieh. “Our outlet stores allow us to maintain higher prices on Zappos.com so that we can continue building our brand to be about service and selection and not about price.”

Zappos now carries more than 1,200 brands and stocks an online inventory that includes more than 3.5 million items and 150,000 styles. “We continue to grow primarily through repeat customers and word-of-mouth,” says Hsieh. “We will continue to focus on building our brand and our culture around providing the best service.”

At eTail Europe, Alfred Lin, COO/CFO of Zappos.com and Tony Hsieh, CEO, introduce you to the company’s history, culture and values with a steadfast focus on building customer loyalty. They share how they manage a wide selection of over 915,000 unique products, the keys to providing exceptional end-to-end customer experiences and reveal the top 10 lessons Zappos has learned in its short history.

Session: How Zappos Grew So Big So Fast: Top 10 Lessons Learned in e-Commerce

Speakers: Tony Hsieh, CEO, Zappos (USA) & Alfred Lin, COO, Zappos (USA)

When: 9:15 am, June 4th at eTail Europe – Café Royal, London

Further Zappos & eTail program details: http://www.wbresearch.com/etaileurope/agenda_main_full2.asp#915