What Any Catalog Success Reader Should Learn From Zappos.com

Zappos increased the percentage of customers who buy again within the next 12 months from 20.5 percent in 2001 to 51.3 percent in 2006, Hsieh shared.

2. Word-of-mouth really works online. “Everybody tells everybody about great experience they have online,” he boldly noted. “We found that out early on about how horrible our service was. But the reverse is true, too.”