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Customer service value proposition in Zappos - PubCon - 11-10-09

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Customer service value proposition in action… Zappos is committed to WOWing every customer. Customers come… Over 11 million total purchasing customers Over 4 million have purchased in the last 12 months Customers come back… On any given day, about 75% of purchases from returning customers Repeat customers order >2.5x in the next 12 months Customers come back, order more and order more often… Repeat customers have higher average order size $123.86 – first time customers in Q407 $156.27 – returning customer in Q407

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