What Any Catalog Success Reader Should Learn From Zappos.com

But today, Zappos’ goal is to build lifelong relationships with customers. “So we don’t try to get customers off the phones as quickly as possible,” he said. “If customers are looking for particular types of shoes and we’re out of stock, we’ll steer them to competitors who have it. Customers are surprised, but next time they need another pair of shoes, we’re the first site they’ll look for.”