What Any Catalog Success Reader Should Learn From Zappos.com

Zappos relocated its fulfillment center to Kentucky where both United Parcel Service and FedEx have hubs, Hsieh said. “If your distribution is located on one of the coasts,” he said, “I recommend you move it central.”

6. Customer service is an investment, not an expense. “We originally thought of it as an expense,” he recalled. “We had to reduce it like other expenses.”