Zappos and Lululemon

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Chapter 11: Zappos: Taking Steps toward Maximizing Stakeholder Satisfaction: 11-4 Zappos’s Customer-Focused Business Model Book Title: Business Ethics: Ethical Decision Making and Cases Printed By: Toure Williams ([email protected]) © 2019 Cengage Learning, Cengage Learning

11-4 Zappos’s Customer-Focused Business Model The Zappos business model is built around developing long-term customer relationships. Zappos does not compete on price because it believes customers want to buy from the business with the best service and selection. The company strives to create a unique and addicting shopping experience, offering a wide selection of shoes, apparel, accessories, and home products, free shipping to the customer, free shipping and full refunds on returns, and great customer service. Everything at Zappos comes down to customer service, exemplified by its tagline “Powered by Service.”

Chapter 11: Zappos: Taking Steps toward Maximizing Stakeholder Satisfaction: 11-4 Zappos’s Customer-Focused Business Model Book Title: Business Ethics: Ethical Decision Making and Cases Printed By: Toure Williams ([email protected]) © 2019 Cengage Learning, Cengage Learning

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