evilzenscientist :: thoughts » Zappos

Zappos - a web site that works November 1, 2005

Posted by evilzenscientist in : evilzenscientist , trackback

I’ve been using Zappos for a while - it’s a great example of how a web-based service can and should work.

Here are my positive pieces:

if you know what you want - it’s really easy to find and buy a pair of shoes. Look at real shoes in a real shop; buy online. (Oh how traditional stores must hate that)
if you want to look for something new - it’s nice and clean navigation to find what you want to compare. The images of the shoes look clear and realistic. That’s good.
great shipping policy. Free shipping - I’m often ‘upgraded’ to 2 day priority at no cost. That’s just splendid.
excellent returns policy. Print out the return label online; put it on the box; arrange pickup. No cost, no hassle. Compare this to other online stores (urg - Swatch are awful for this) where they issue an RMA then make you ship the product back. Or they ship you a return document. It’s all time and hassle.
feedback on purchases. Just like any other successful site you can comment on the goods purchased (shoes - how much can you say about a pair?) and on the service itself.
purchase history. I liked those shoes so much I’ll buy some more. Or you can view what you did purchase and look for similar things.

Overall Zappos is pretty splendid.