What Any Catalog Success Reader Should Learn From Zappos.com

It’s important for everyone in the company to represent and know what your company is all about, he noted. For instance, a few weeks ago, a woman bought a wallet from Zappos and returned it not realizing that she’d left $150 inside it. The next few days, “she was beating up on her kids,” he said. “The third day, she got a package back from us with [the money returned]. That was just a warehouse worker who was honest enough to do this. It was one of those things where [the worker] could have easily pocketed it and nobody would have any idea, but she understood our values. That didn’t come from call center, it came from the warehouse in Kentucky.”