3 ms·

Zappos was free returns.

• chiefalchemist 6y ago
  The irony? Ppl then order more and are likely to keep more. Free returns is a means, not an ends.
  • dexterdog 6y ago
    Most people I know order 3 or more to try and keep the one they like returning the others. Not sure how you can compete on price when people are doing that.
    • mdorazio 6y ago
      Easy. Don't compete on price. Compete on long-term customer value.
      • ashtonkem 6y ago
        Customers will pay a premium if they think you’re going to take care of them. That’s basically the business model of REI; they rarely have the best prices, but if something breaks they’ll make it right.
        • chiefalchemist 6y ago
          My ecomm rule is: "Doubt is a dealbreaker." Whether the question is returns or something else. Few will open their wallet if they have doubt. Unlimited and free returns removed a large amount of doubt. If fact, as mentioned, it likely triggered more sales. You'd have to spend a significant amount of marketing budget to get what Zappos did from their return policy and customer service. Those weren't expenses, they were investments. This actually applies to all relationships.
    • ponker 6y ago
      That's why Zappos doesn't compete on price, I've never seen a shoe there listed at anything but MSRP. I still buy all my shoes there because I'm very picky about fit, so I order several pairs, wear them around the house, and then pick what I'm keeping and send the rest back.