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How Zappos Built a Brand on Customer Service
In this episode of Marketing Made Simple, Lucas and Luna explore how Zappos turned customer service into a marketing engine. Discover the story behind their legendary 10-hour customer calls, the 365-day return policy, and the decision to prioritize service over ads. Learn how CEO Tony Hsieh built a culture where employees were empowered to go above and beyond, and why that became the brand's most powerful marketing tool. We break down the specific tactics, the costs, and the lessons for small businesses. Plus, why Zappos' approach still matters in 2026, even as automation and AI…
The skinny
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