Founded in 1999 and acquired by Amazon in 2009, Zappos has long been admired for its attitude to staff and customers.
This focus is all about retention of customers and staff. And it saves the company a fortune on marketing and recruitment.
Indeed, Zappos can boast customer retention rates of 75%, while staff rates are 85%, figures not many other firms can match.
Companies are often more focused on acquisition than retention, but Zappos has turned this on its head, looking to market itself through quality of service.
It’s worked too, with Zappos reaching $1bn in annual sales before the Amazon acquisition.
Here are just a few lessons that can be applied to other businesses…