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Zappos.com
Kundai, Dee, Akhmyed
What’s Zappos.com
• History
• Mission statement
• Corporate culture
• SWOT analysis
Business Strategy
• Target markets
• Offers
• Value
• Supply chain
• Competitors
• Marketing strategy
Retailing Transformation
• Services
• Free shipping and returns
• Pure play firm
• Marketing intelligence
• Marketing rese...
Holistic Marketing Strategy
• Internal Marketing
• Integrated Marketing
• Performance Marketing
• Relationship Marketing
Core Competencies
• Value chain
• Services
• Differentiation
Brand Equity
The added value endowed on products and services reflected in
the way consumers think, feel and act with resp...
Hi, thank you for calling ZAPPOS!
Protecting Market Share
Proactive Marketing
The distinction between responsive marketing, anticipative
marketing and creat...
Defensive Marketing
● Position Defense
● Flank Defense
● Preemptive Defense
● Counteroffensive Defense
● Mobile Defense
● ...
Customer Loyalty & Customer’s Satisfaction
• Unbelievable return policy (no question asked)
• Specific training about sati...
• Responds to emails under 5 minutes
• Answering the phone (under 20 sec)
• Treats customers as individuals (18 hour of ph...
Employees
• Free meals
• Training of 3 weeks
• A life coach
• Recognition
• Empowerment
Thank you… Questions?
Zappos Marketing Strategy
Zappos Marketing Strategy
Zappos Marketing Strategy
Zappos Marketing Strategy
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Zappos Marketing Strategy

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Zappos Marketing Strategy

  1. 1. Zappos.com Kundai, Dee, Akhmyed
  2. 2. What’s Zappos.com • History • Mission statement • Corporate culture • SWOT analysis
  3. 3. Business Strategy • Target markets • Offers • Value • Supply chain • Competitors • Marketing strategy
  4. 4. Retailing Transformation • Services • Free shipping and returns • Pure play firm • Marketing intelligence • Marketing research
  5. 5. Holistic Marketing Strategy • Internal Marketing • Integrated Marketing • Performance Marketing • Relationship Marketing
  6. 6. Core Competencies • Value chain • Services • Differentiation
  7. 7. Brand Equity The added value endowed on products and services reflected in the way consumers think, feel and act with respect to the brand, its prices, market share and the profitability the brand command.
  8. 8. Hi, thank you for calling ZAPPOS!
  9. 9. Protecting Market Share Proactive Marketing The distinction between responsive marketing, anticipative marketing and creative marketing.
  10. 10. Defensive Marketing ● Position Defense ● Flank Defense ● Preemptive Defense ● Counteroffensive Defense ● Mobile Defense ● Contraction Defense
  11. 11. Customer Loyalty & Customer’s Satisfaction • Unbelievable return policy (no question asked) • Specific training about satisfying customer
  12. 12. • Responds to emails under 5 minutes • Answering the phone (under 20 sec) • Treats customers as individuals (18 hour of phone call)
  13. 13. Employees • Free meals • Training of 3 weeks • A life coach • Recognition • Empowerment
  14. 14. Thank you… Questions?

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