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Customer service value proposition in Zappos lessons: Building a Customer-Focused Culture

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Customer service value proposition in action… Zappos is committed to WOWing each and every customer. Customers come… 7.4M total purchasing customers (about 2.5% of US population) 3.3M have purchased in the last 12 months Customers come back… On any given day, about 75% of purchases from returning customers Repeat customers order >2.5x in the next 12 months Customers come back, order more and order more often… Repeat customers have higher average order size $111.98 – first time customers in Q406 $143.22 – returning customer in Q406

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