in the United States, a small group of Chinese children opened the shoe store network have great reputations, can be widely known , in 2007 sales of more than 800,000,000 U.S. dollars, accounting for U.S. footwear market web total value of 3,000,000,000 U.S. dollars a quarter of strong, Known as the shoe of the Amazon. The
Erlizhinian small group of Chinese by the name of Hua Xie, he opened the shoe store network is Zappos .
Youth
33 genius of the Harvard-year-old Hua Xie as a co-founder of Zappos, is now marketing the network's Chief Executive Officer of Empire. His parents from Taiwan was removed early settlers came to the United States, in Illinois, gave birth to Hua Xie. Xie
China is the eldest son of the family, from an early age to show the attractions, talented intelligent, quick thinking, which he founded to provide a network marketing empire congenital conditions.
Hua Xie childhood is so smooth. He grew up in San Francisco, easily admitted to Harvard University, majoring in computer, 19-year-old will get a diploma, students have become circles of eminent persons. In the Harvard study, Xie Hua in the professional excellence, time and again won the Champions computers, and in his spare time opened a pizzeria. Although the general business, but for the life he has accumulated in the first to die.
small programmers to create large companies
21 years old, Xie Hua Du Bo gave up hard-won opportunities made an ordinary programmers. Sorry about this matter so that friends and family, and some doubts. Xie China with a unique vision and outstanding record, dispelled all doubts about their relatives and friends, he founded a small home network that advertising company LinkExchange, in just two years would have developed into a staff of 200 large companies.
1998 years, LinkExchange to 265,000,000 U.S. dollars worth of Microsoft's commitment, Xie Hua-de-sac in the first pot of gold, in order to create a network marketing empire to provide sufficient funding.
1999, a chance to get to know China Xie than their younger, more original vision of entrepreneurs Wim Knicks. Cuxi a long talk, Siwei Mu put forward an idea: selling shoes online. Siwei Mu, according to information received, the online shopping market is full 400 billion U.S. dollars, only on the order of 20 billion U.S. dollars, so an Internet shoe store, mail-order business revenue than not be a problem.
Hua Xie Dunjue sobering, to quickly Siwei Mu-line company to sell shoes ShoeSite injection of 1,000,000 U.S. dollars. Since then, ShoeSite changed its name to Zappos. 6 months, and Siwei Mu Hua Xie joint operating Zappos, and additional investment in the near future 10,000,000 U.S. dollars. In 2000, Xie Hua Zappos has become the company's chief executive officer.
hard and soft skills
effort to reverse the course of events is a surprise, Zappos does not win, but a bad start. Zappos has just opened when no one is interested, hard to get orders every 10 orders are not a fulfillment of – or made the wrong goods, shoes or out of stock. Zappos has been living beyond their means, always faced with the risk of bankruptcy.
However, Xie Hua Zappos did not let bankruptcy, but let this young company to grow step by step for the network marketing empire.
In this process, Xie China under the hard efforts.
for the convenience of the customer to select a different type and color of shoes, Zappos stocks for each of the shoes from 8 different points of view photographed. In Kentucky, in the warehouse, Zappos there are 58,000 kinds of styles of 1,300,000 pairs of shoes, photographs of the task extremely difficult, but Zappos has been completed.
In order to ensure timely delivery, Zappos in the home security company United Parcel Service (UPS) in the vicinity of the airport, a 24-hour operation of the warehouse. Zappos not only to customer satisfaction, but also allow them to a pleasant surprise – is committed to service within 4 days, but in most cases, customers will be able to get goods the next day.
Then, Hua Xie also come up with the housekeeping of the soft skills : free returns. It sounds
is not fresh, but in the late 1990s, the shoe store network can not do this because, unlike shoes sold by Amazon, customers can easily take out wrong.
this work is indeed difficult, the key is that customers feel inappropriate to buy shoes, how soon will be replaced by the right. On the one hand to ease the customer's emotional irritability, on the other hand, to return control of costs.
At this point, China's Xie computer talent were used. Through a set of software, he designed a Zappos e-mail system, customers can automatically reply to e-mail and demand a replacement.
in the operation, Zappos customer commitment, if not shoes, feet, delivery, return transportation will be free. To this end, Zappos 100,000,000 U.S. dollars to pay the freight cost. Although the rate of return of up to a quarter, but the average amount of each order up to 90 dollars, still leaving enough for Zappos profit margin, excluding the cost of delivery and return, still Maori up to 35%.
customer satisfaction and loyalty to the ultimate success of Zappos, its sales in the last seven years by leaps and bounds. At present, Zappos 500 million customers in 60% of repeat , and 25% continued to introduce new friends to a pair of shoes.
Zappos the red fire attracted venture capital of 15,000,000 U.S. dollars, Zappos will soon have added new products such as sunglasses, handbags and so on. In 2007, Zappos first outlets in Las Vegas grand opening. Zappos goal is that by the year 2010 to achieve annual sales of 1,000,000,000 U.S. dollars.
reports
Zappos encouraged to resign
Zappos new employees are looking for their own employees on a unique approach.
Zappos mastered the techniques of telephone service, or even be called art , which for most online sellers is still a blank. Zappos site in each of the page shows the toll-free number, the call center sense of humor, wit the operator, customers can easily create a pleasant shopping atmosphere.
operators work very hard, after another customer on the phone may have to talk about a few hours. Zappos in the call center to recruit new employees will provide for a period of 4 weeks of training for new employees immersed in the company's strategy, culture, as well as to customers in the dedication. To start training after a week, by the Zappos known as the bid . The company will have a new staff person in charge said: If you resign today, we will be your full-time work to pay salaries, are also 1,000 U.S. dollars prize money. Approximately 10% of new employees choose to spend money on leave.
On the surface, Zappos practice some incredible, but want to carefully, but feel that this is still deep. The new employees, if the company is willing to accept the bid on companies that do not have the required dedication. Zappos money through the encourage a new way of staff to resign as soon as possible to confirm the company's values and every new employee is fit.