Kirsti Ronback discusses why they love shopping at Zappos and some potential areas for improvement. Some positives highlighted are free shipping and returns, video tours of products to see them in action, and alternative suggestions based on past purchases. Suggestions to improve include adding a frequent buyer program, more contests on Facebook, ensuring sizes are consistently available, and offering international shipping. The app could also be improved with more testing and barcode scanning.

1. Why I love Zappos, and can it be improved?By Kirsti Ronback

3. Why I continue to shop here?risk commitment with free shipping and returnsstaff video tours of their product keeps it realsuggestions for alternative choices based on their customer databasenever hounded

4. How do you improve the best site?They are lacking a Frequent buyer incentive programTake it to FaceBook and provide contests for most posts with prizesget points/dollars to apply to future purchasesI'm a size 10 and it is not always availableadd a “recommended for you” based on your previous shopping for when you log in to show new styles in your sizeSame content is not available globally, their Canadian site is differentoffer international shippingThe iPhone app is a bit cumbersomeMore testingAdd barcode recognition so that you could see if they carry the same product you see while shopping retail. Good option for when you can’t find your sizeStaff profiles of product needs to use attractive foot models, or a range of models

5. Why is it the best?I keep coming back because…SelectionEase of navigationServicePainfree shopping