What People Aren’t Telling You About Zappos

By Posted in - Copy Cat on October 24th, 2011

It’s a More Monday! Maybe you’ve already heard the story, and now here’s a little bit more!

I love the Zappos copy on the box *almost* as much as I love my new handbag.

Abbie Fink and I might be the only women I know who don’t like to go shopping. For me, I think it is the go part that bugs me. Sure, I like to buy things that I really like, but I don’t like to spend the time to go searching or to aimlessly browse. I realize that that makes it a bit of a mystery as to why I’m so late to the Zappos game.

Thanks to Shonali Burke for piquing my interest in Zappos when I met her recently at the PRSA International Conference where she was carrying a very stylish handbag. Shonali admitted that she too had been slow to try the online shopping extravaganza that seems to have a cult-like following. She was quite pleased — and not surprised — with the exceptional service.

Now that I have tried it, sign me up as a satisfied customer. But maybe not for the same reasons that’s resulted in Tony Hsieh, CEO of Zappos, holding the title of media darling for quite some time now (all really great reasons, by the way). You see, I’ve heard so much about how fast it is that unless my new Kate Spade arrived in pizza delivery time, it would be hard to be impressed on that alone.

Oh, and there’s the return policy. I’m confident that if I needed it, it would have been as simple and wonderful as I’ve heard that it is. But try prying the beautiful zebra print handle from my sweaty little paws. Not gonna happen. So, yes, it arrived three days after my order. Yes, I know I can ship it back for free if I want. However, those are not the things that have made me fall handbag over heels in love with Zappos.

It’s the copy! Oh, how I love clever copy, and I don’t understand why people aren’t talking about the (apparently) super smart and creative copywriters at Zappos. Instead of the boring “here’s your shipping confirmation info” email, here’s the one I got from Zappos:

Hello Dana! Your order with Zappos.com has shipped. YAY! We’ve enclosed some tracking information, so you can follow your order to its final destination. It’s almost like being a superspy! Mission Control advises that you take a look at the top-secret information below.

Love that someone took the time to make it just a little more fun. So imagine my excitement when the box arrived, and in addition to my prized new accessory being inside, the outside was accessorized with more cute copy that reinforces one of the company’s brand messages of speedy delivery. Zappos, I was slow to come around, but I hope you’ll have room in your heart for one more fan. xoxox

What’s the best thing you’ve ordered from Zappos and what was your favorite part of the experience?




(14) awesome comment(s)...

  • Kristy - Reply

    October 25, 2011 at 1:10 pm

    I’m intrigued, I’ll have to give it a try. Stay tuned!

    • Dana Hughens - Reply

      October 26, 2011 at 12:58 am

      Do it! The Kate Spade bag I got was half off the price I saw it for in the department store. I didn’t know they also had such good deals.

  • IlinaP - Reply

    October 25, 2011 at 12:38 am

    I am sadly a Zappos virgin. I do love Photojojo and can imagine that the Zappos spirit is similar. I think I need to buy a new handbag…you know, in the name of research.

    • Dana Hughens - Reply

      October 25, 2011 at 12:47 am

      My purchase was totally in the name of research. 🙂

  • Teresa - Reply

    October 24, 2011 at 5:28 pm


    I was a very early adopter of online shopping at Zappos and still order from them quite often (to the chagrin of some people – ahem).

    At the Las Vegas Counselors Academy conference, I was lucky enough to take a tour of Zappos’ HQ. We learned that the company hires based on whether an applicant fits into the Zappos “culture.” Part of that is defined in the
    Zappos Family Core Values:

    1. Deliver WOW Through Service
    2. Embrace and Drive Change
    3. Create Fun and A Little Weirdness
    4. Be Adventurous, Creative, and Open-Minded
    5. Pursue Growth and Learning
    6. Build Open and Honest Relationships With Communication
    7. Build a Positive Team and Family Spirit
    8. Do More With Less
    9. Be Passionate and Determined
    10. Be Humble

    Maybe the cute copy falls under No. 3 and No. 4.

    Read more about it here: http://about.zappos.com/our-unique-culture/zappos-core-values

    The only disappointing thing about the tour was that there were no shoes – the warehouses are in Kentucky!

    • Dana Hughens - Reply

      October 25, 2011 at 12:48 am

      Darn it, I knew I should have signed up for that tour during the conference! I love these core values. Thank you for posting them here.

  • Abbie S. Fink - Reply

    October 24, 2011 at 4:33 pm

    Looks like I’ll have to give it a look-see.

  • Eve - Reply

    October 24, 2011 at 4:08 pm

    I think small touches like that make a big difference. It makes it more personal and makes me feel special (which may be irrational considering I’m sure it is the same ‘cute copy’ they send to everyone). Definitely something that pulls me back to a company time and again.

    ps suuuuper cute bag!

    • Dana Hughens - Reply

      October 24, 2011 at 4:34 pm

      Thanks for complimenting my bag! 🙂 I am loving it. And I agree about the small touches — a valuable lesson for any business.

  • Kaley - Reply

    October 24, 2011 at 3:58 pm

    I typically buy the same model of running shoes season to season, so when it was time to re-up, I ordered from Zappos. Instead of the 4-5 biz days listed, the package arrived next-day, and in a yellow smiley face box to boot. They seem to always deliver that extra little oomph.

    Zappos, Moosejaw, and Photojojo are my top 3 for great customer service, clever copy, and going the extra mile– fan for life!

    • Dana Hughens - Reply

      October 24, 2011 at 4:32 pm

      Now I have two more to try. Thanks for sharing!

  • Kate Payne - Reply

    October 24, 2011 at 3:51 pm

    Love the copy on the box, “Trends change overnight. That’s why we have next day shipping.” Very clever.

    One thing you didn’t mention about your experience is what us ladies love to do the most and that’s brag about the great deal we got on our purchase!

  • Josie - Reply

    October 24, 2011 at 3:45 pm

    This blog has inspired me to revisit Zappos. A thought I had over the weekend — it’s pretty genius that the return shipping is free. If it wasn’t, there would be no real incentive for me to shop online. This is especially true when it comes to shoes — I never know if they’re going to fit! It’s much easier to try them on in the store.

    It’s definitely reassuring that you had such a good (and quick) experience online. Thanks for sharing, Dana!

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