1
Customers come back, order more and more often.
On any given day, about 75% of purchases from Zappos are from returning customers.
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Repeat customers order >2.5x more in the following 12 months.
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Repeat customers spend more.
2
Make it easy for customers to build your brand.
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Superior experience drives word‑of‑mouth, so do the unexpected.
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Remove the risk of purchase and make it easy to return product for free.
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Fast, accurate fulfilment is worth talking about.
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Deliver an ‘above and beyond’ customer service.
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Drive people to the phone, be contactable and be open.
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