It is very sad to read of the passing of CX Legend, Tony HSIEH. He and his team, pioneered so many fantastic service innovations.
To be honest, in recent years, I have tended to cringe a little when yet another CX guru, mounts the stage and tells the ZAPPOS story, often implying that they were on the inside-edge of the ZAPPOS development.
But, surprisingly, every time the story gets told, a new gem appears.
I only learned recently that ZAPPOS sell shoes in “singles”. Not much of a market you might think. Look at it from the customers view and the customer appeal becomes clear: amputees, people whose activities result in one shoe wearing out faster than the other, customers with odd size feet, even show-offs who want to be different by wearing odd shoes, then there are issues such as replacing a lost or damaged shoe.
The list goes on but it takes a visionary company to start the ball rolling.
Tony HSIEH R.I.P.