Latest / The Marketing Funnel Podcast with Fexingo: Awareness, Interest, Decision, and Action Stages
How Zappos Built a Marketing Funnel on Customer Service
This episode explores how Zappos built a marketing funnel that turns customer service into the primary acquisition channel. Lucas and Luna break down the specific economics behind Zappos' famous 365-day return policy and its 24/7 customer service lines. They examine how the company's decision to prioritize surprise upgrades and free shipping over advertising created a powerful word-of-mouth engine that fed every stage of the AIDA funnel. The conversation drills into the data: Zappos' 75 percent repeat customer rate, the estimated 40 percent of new customers arriving via…
The skinny
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