Zappos.com: Delivering a Superior Customer Experience
| Case Code: MKTG450 Case Length: 8 Pages Period: 2016- 2022 Pub Date: 2023 Teaching Note: Available |
Price: Rs.200 Organization : Zappos.com Industry : Retailing Countries : United States Themes: Digital Marketing, Direct Marketing, Social Media Marketing,Direct to Consumer |
Abstract Case Intro 1 Case Intro 2 Excerpts
Introduction
On January 11, 2022, Zappos.com (Zappos) – a US based online shoe and clothing company, announced that it had partnered with SOREL Footwear (SOREL) to extend its offerings in the adaptive shoes category. Through this partnership, SOREL planned to offer three of its signature styles (i.e. Explorer II Joan Dual Zip, Emelie II Chelsea Heel Zip, and Explorer Boot Dual Zip) exclusively for Zappos’s adaptive section customers. To provide a better experience to customers, both the companies planned to incorporate dual zippers and enlarged pull loops into each design of the shoes. In order to maintain the balance between function and style, the companies tested samples of all the designs on individuals with disabilities. Mark Nenow, President, SOREL, said, “As we continue to look toward the future of fashion, working with Zappos Adaptive allows SOREL to empower and embolden even more unstoppable individuals through function-first design.”..
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