Zappos creates customer loyalty through their 'delivering happiness' motto with full refunds, free two-way shipping, and exceptional service
Zappos built exceptional loyalty by allowing customers to buy multiple items and return unwanted ones with free shipping both ways, removing purchase risk entirely. Their 'delivering happiness' motto reflects a service model where the customer experience is the product.
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How Zappos Builds Loyalty Through Exceptional Returns Policy
Zappos creates loyalty through their 'delivering happiness' motto by allowing full refunds with free shipping both ways, letting customers buy multiple items and return unwanted ones, and providing exceptional customer service.