Zappos Delivers Happiness to Local Bridesmaid

Disclaimer: it's me- I'm that bridesmaid!

Have you ever shopped on Zappos? I first experienced Zappos in 2012 when I was invited to be a bridesmaid at my friend's wedding. I had my dress sorted out, and I knew how I wanted my hair and makeup done, but being someone with unusual feet (wide with bunions from my dance days), finding formal shoes in wide width with a high heel was quite a major challenge. Total frustration sprinkled with a generous amount of stress best described my feelings. 

After doing some online research, I stumbled upon Zappos, which offered an impressive selection of shoe choices in wide widths. I eventually ordered a pair of silver peep-toe pumps, and they fit perfectly, resolving my dilemma. With my footwear situation sorted, I felt completely confident in my role as a bridesmaid. I was so impressed with my Zappos experience that I recommended it to friends who were also part of the wedding party, some of whom ended up making purchases there too.

A few years later, I was disappointed to learn that Zappos had discontinued shipping to Canada since they were my go-to destination for wide width formal shoes. Now that I reside in the US, I've happily resumed shopping with them. As a regular customer, I've come to understand why I appreciate them so much and why I continue to return. Here are a few of the reasons which stand out:

More selection - For shoppers with wider feet, Zappos offers a vast selection available in various styles, from heels to loafers to sneakers and boots. It's reassuring to know that I can find stylish options just like my friends with narrower feet. Zappos makes me feel included and normal, turning shopping from a frustrating experience into an enjoyable one. Previously, trying to find suitable shoes for formal occasions was a chore due to the limited styles available in wider widths, with many of them lacking in trendiness, to say the least.

Easy returns - As a subsidiary of Amazon, Zappos shares the same hassle-free return policy. Recently, I needed a pair of heels for my brother's wedding in Brazil. As a bridesmaid (again), I wanted to look my best while also being comfortable and able to walk confidently in front of people I was meeting for the first time. I ended up ordering and trying four different pairs of shoes from Zappos, and a few others from Amazon, within a two week timeframe, totaling eight pairs until I found the right one. Returning the rejects was easy, with no questions asked. My refunds were processed quickly, and despite feeling guilty for the multiple returns (I considered the possibility of being banned due to ordering and returning so much stock), I encountered nothing but understanding and an easy to navigate return policy. I opted to return all my trial shoes at my local Whole Foods store, making the process low effort and easy peasy. 

User-friendly website - Zappos' website is well-organized into relevant categories, complete with helpful filters and easy access to essential pages such as order history, saved items, tracking orders, and contacting the customer loyalty team. Everything is neatly laid out, saving users from the hassle of searching for information or wasting time trying to find answers to frequently asked questions.

Impressive promotions - I regularly receive enticing promotions in my email inbox from Zappos, such as $30 off (which is quite generous) and bonus VIP points reminders. Zappos is one of the few companies whose email marketing feels genuinely useful rather than bothersome. They strike a good balance with both the frequency and value of their promotional offerings.

I recently read the book "Delivering Happiness," written by Zappos CEO, Tony Hsieh. It was a fantastic read, filled with stories about Tony himself and how he conceived the brand, developing a corporate culture unlike any other. The book outlines each core value, ultimately demonstrating that it's possible to find happiness and fulfillment in one's work by prioritizing people and company culture, with profits naturally following. This is a company that genuinely aims to wow the customer. Even after Tony's untimely passing, the company remains committed to his vision of prioritizing customers and company culture above all else. I plan to write a separate case study on the Zappos core values, so stay tuned!

How many companies truly adhere to and embrace their core values rather than simply displaying them on their website and forgetting about them? As a loyal customer, I can see Zappos walking the walk, not just talking the talk and that impresses me. I’ve learned more about the Zappos culture and wish to see more companies embody the same customer and employee centric values. Those are the ones which will come out on top in this increasingly customer centric landscape.