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Zappos hit a billion-dollar valuation by obsessing over customer service and the principle of underpromise, overdeliver. Footlocker lost its online business and relevance by failing to meet what customers now expect.
Zappos hit a billion-dollar valuation by obsessing over customer service and the principle of underpromise, overdeliver. Footlocker lost its online business and relevance by failing to meet what customers now expect.
Zappos grew to a billion dollars and has loyal customers. Footlocker collapsed and doesn't have an online business anymore. I mean, who bought from Footlockers online recently? That's what I thought. Nobody under promise over deliver.
