A new technology feature that Zappos should implement to attract new customers

1. s

2. What made Zappos GREAT?!
– Delivering Happiness to customer, employee,
and supplier
– Becoming a great online retailing company which
is delivering the very best customer service
– 10 core values including deliver WOW through
customer service, embrace and drive change, etc.

3. Key Features
shipping both ways
return policy
Inventory in 24-hour Warehouse Available for All
Products
24 hours a Day, 7 Days a Week
– 1800 contact number is prominently placed on every page of the site
customer service
– If products are unavailable, sales staff direct customers to Amazon or
competitors.

4. New Feature Sugges=on
• Leveraging technology to create a live virtual fitting
session with commenting on the “look/fit on
each part of the body/suggested better-fit items.”
• This feature = “Try it on” button on each product page.
Try it on!

5. New Feature Sugges=on
Shoulder
Breath
Chest
Measurement
Hi Tom, I am Wendy! Nice to
meet you. You look great in
that T-shirt! Want to try
another?

6. Customer Experience
• Provide human-touch experience for online shoppers.
• Offer shoppers a personalized shopping journey.
• Drive curious customers to the site --- Most likely new ones!
• Make online shopping become fun, engaging and tempting.
• Allow customers to make right decision.

7. Value added to Zappos
• Increase online traffic to the site.
• Better understanding about each customers’ preferences.
• Drive more impulse purchases.
• Engage with customers’ questions just in-time.
• Increase customers satisfaction and loyalty.

8. Poten=al Compe=tors
• Rakuten
• Amazon
• Nordstrom
• Honestly…Any E-commerce companies which have deep
pocket & massive scale (e.g. Zara, La Garconne, Bonobos/
Walmart, etc)

9. Key Performance Metrics
(increase in revenue)/(total costs of
development and customer service)
• Online traffic growth rate
• Conversion rate = (number of purchases completed after
“Try it on”)/(number of clicks on “Try it on”)
• Average time spent on the site of each customer.
• Percent of clicks that are “Try it on”
• Market share in E-commerce before vs after this feature is
implemented.