Hedgehogs vs Foxes

Zappos is an online shoe and clothing retailer founded in the U.S. 1999. The core of its business model is a focuses on loyalty and relationship marketing. Simply put, the company bases its growth on word-of-mouth recommendations. The formula seems to be paying off as 75% of its customers are repeat clients. Zappos' employees are encouraged to go beyond basic customer service. Call center staff neither use scripts nor impose limits of time. In fact, the longest customer service call ever reported at Zappos lasted 10 hours and 29 minutes!